Resident Services Manager: Lead & Elevate Community Care

Black Country Housing Group; West Midlands; On-site; GBP 36,000 - 52,000; Full time

Benefits offered by this job

Competitive pay

Pension scheme

Annual leave

Leave buy/sell

Sick pay

Maternity/paternity pay

Health cash plan

Employee Assistance Programme

Professional qualifications funding

Leadership development

Wellbeing days

Volunteering

Recognition schemes

Job summary

Black Country Housing Group is seeking a Resident Services Manager to lead a frontline housing team and ensure a responsive, professional service for residents across our communities.

You will develop staff, manage complex cases, and drive performance using customer insight and data analysis, while ensuring compliance with housing legislation and safeguarding practices. The role offers an opportunity to influence BCHG's resident success strategy.

Qualifications

• Significant experience delivering frontline resident or housing services within a social housing or related environment.
• Proven experience of managing and developing teams in a customer-facing setting.
• Strong knowledge of housing management, repairs, lettings, tenancy and income management processes.
• Experience managing complex resident cases, complaints and service escalations.
• Good understanding of housing legislation, regulatory standards and current housing sector challenges.
• Experience of safeguarding, vulnerability assessment and appropriate escalation procedures.
• Strong analytical skills with the ability to use performance data and customer insight to improve services.
• Excellent communication and stakeholder management skills.
• Experience using housing management systems and customer relationship management systems.
• CIH Level 4 qualification (or equivalent) or willingness to work towards achieving this qualification.

Responsibilities

• Leading, managing and developing Resident Services Officers and Senior Resident Services Officers to deliver a high-performing, resident-focused service.
• Ensuring an effective first point of contact service across telephone, email, digital and face-to-face channels.
• Managing complex resident enquiries, complaints and escalated cases, including leasehold and shared ownership matters.
• Ensuring safeguarding concerns, vulnerabilities and risks are identified and signposted appropriately.
• Overseeing repairs reporting, scheduling and performance, working closely with contractors and internal teams to improve outcomes for residents.
• Monitoring repairs and compliance activities, ensuring accurate records are maintained and performance standards are achieved.
• Managing tenancy administration, income-related processes, rent accounts, Housing Benefit and Universal Credit interactions.
• Overseeing waiting list processes in accordance with policy and legislation.
• Using performance data, resident insight and customer feedback to drive continuous improvement and enhance service quality.
• Ensuring compliance with housing legislation, regulatory standards, safeguarding responsibilities and data protection requirements.
• Contributing to audits, inspections and organisational improvement initiatives.

Skills

Frontline housing services

Team management

Housing management

Complex case handling

Housing legislation

Safeguarding

Data analysis

Stakeholder management

CRM systems

Education

CIH Level 4

Tools

Housing management software

CRM software

Job description

Black Country Housing Group is seeking a Resident Services Manager to lead a frontline housing team and ensure a responsive, professional service for residents across our communities.

You will develop staff, manage complex cases, and drive performance using customer insight and data analysis, while ensuring compliance with housing legislation and safeguarding practices. The role offers an opportunity to influence BCHG's resident success strategy.