Director Of Customer Services

Director of Customer Services

£105k to £110k

Leeds Federated currently manages around 4,500 homes across Leeds, Wakefield and North Yorkshire. We exist to help people to find an affordable home to own or rent where they are not able to afford to do so on the open market. Our three main objectives are to:

• sustain – by providing high quality, affordable homes
• engage –building rapport and trust with our customers and colleagues;
• grow – actively seeking opportunities for sustainable development.

This is a new role within the organisation, created to add capacity as part of our senior management team and to bring focus on Customer Services and service improvement.

As Director of Customer Services, you’ll be the strategic lead for housing management services. You’ll help to create and embed a customer focused culture across housing and neighbourhood management services, income management and financial inclusion services, and supported housing services. Effective communication will be at the heart of this role, ensuring customer voice influences our service design. You’ll also look to harness the full power of technology and data, to:

• streamline processes
• give better access to customers
• use data to inform our improvement objectives and measure performance against these.

It's an opportunity that will suit someone with proven leadership and management experience. You’ll need to clearly articulate expectations and goals, and secure buy-in from others to achieve these. We expect that you will already have a well-informed appreciation of housing, service improvement and data management. You’ll also have a detailed understanding of the policies, regulations and legal requirements that apply in our sector. You should be able to demonstrate how you have led service improvement in your career to date, and how this supported better outcomes for customers.

To find out more information, please visit www.joinlfh.co.uk

Alternatively, you can call our retained consultants at ema: Ian Robertson on 07947 126329

Closing date: 12^th February 2024