Assistant Director ??? Customers & Neighbourhoods

The Role:
Trafford Housing Trust are looking to appoint an Assistant Director of Neighbourhoods to support the Leadership Team and Executive in the delivery of our Corporate Plan and in driving business growth, improvement, efficiency and cultural change. The postholder will need to always ensure that customers are placed at the heart of our organisation and that customers are receiving excellent service in all that we do.
Part of the L&Q Group, we intend to become the largest home builder in the region, aiming to build and deliver 20,000 new homes throughout the North West over the next 10 years, together with significant investment in our existing homes and communities. This role will lead on ensuring that our services and delivery model delivers effective and efficient neighbourhood and customer services both in existing localities and into new geographies as we grow in scale and extend our reach out of Trafford and throughout the North West.
This vacancy is one of two Assistant Director roles working across the Customers and Neighbourhoods business area. We anticipate the successful candidate to begin their role leading on neighbourhood services, but then rotate over to the customer portfolio in around 18 months' time on a cyclical basis – this is to ensure both Assistant Directors are fully competent and confident in dealing with the complete portfolio of services.
The collective portfolio includes Neighbourhood services, i.e. tenancy enforcement, lettings, tenancy sustainment, plus, Customer services, including Income Collection, Customer Support (welfare, benefits advice, debt, pre–tenancy support, creative solutions) Contact centre, Customer Experience, and insights (customer involvement and engagement, complaints, customer experience).
This role will initially focus on the Neighbourhoods services. A key part of this role will be to ensure that our services and delivery is as effective and efficient as possible and meets customer expectations. As we grow into new Local Authority areas across the North West, stakeholder engagement will be key in establishing and supporting the development of thriving new communities.
The Person:
Candidates must have significant experience in a Senior Management role within the housing sector with recent experience in the management of core housing and neighbourhood services and demonstratable evidence of improving services within the housing sector. Experience with scaling up new build developments and operating model, you will have proven skills of using data and customer voice to influence and design services that meet demands and expectation.
With a strong focus on delivering excellence in customer service, you'll be a fantastic, confident communicator with a good financial understanding and awareness. Commitment to operational excellence and delivering fantastic customer experiences is a must, as is a passion for involving customers in the decisions that impact them.
Above all, you'll be a team player and natural leader who will bring people along as we evolve.
What Trafford Housing Trust can offer you:
Trafford Housing Trust encourages a healthy work/life balance with family friendly policies, and we offer an attractive benefits package for employees, as well as a competitive and transparent system of pay and reward. These benefits include:
* Excellent training and development opportunities
* Access to the Social Housing Defined Contribution pension scheme
* Free Trafford Leisure Gym Membership
* Access to Westfield Health Plan
* Annual leave allowance of 31 days per annum
We're actively building diverse teams and encourage applications from everybody. We want to create an inclusive environment where everyone can contribute their best work and develop to their full potential. We celebrate our differences and recognise the importance of our teams reflecting the communities we serve.
Closing Date: 30th December 2020
1st Stage Interviews: Early January 2021
Trafford Housing Trust reserve the right to close the vacancy early, should we receive a high number of suitable applications and therefore we would encourage an early submission