Director of Community & Business Planning - Livv Housing – Knowsley - Circa 80k plus benefits

Livv Housing Group is on an exciting journey to embed a new and innovative approach to how they deliver services, engage and support customers and embed a flexible approach to service delivery that is designed to deliver great services to our customers. It’s focused on customer relationship management and creating an ever evolving customer journey that is shaped based on what our customers tell us is important to them.

The Group is introducing a new customer facing operating model that puts customers and communities at the heart of the business. The Director of Community & Business Planning is a new role and will play a key part of this change – taking strategic responsibility of this area to make sure that the services delivered are fully responsive to customer needs and continue to evolve and improve in line with changing customer needs.

To be successful you don’t need to have Social Housing experience; you’ll need to have strong background in data led continuous service improvement, be a strategic inspirational senior leader and be passionate about creating a positive customer journey. 

Livv Housing Group

Livv Housing Group is an independent housing association, providing affordable, quality homes for around 25,000 people across nearly 14,000 properties in Knowsley, Merseyside. We are a community-based social business, and we play an active part in the alliance of housing associations working in the Liverpool City Region. We are about much more than building and managing homes: as a business dedicated to achieving positive social impact and flourishing communities, we want to bring people and neighbourhoods together to create better opportunities to grow, develop and thrive.

The incoming Director of Community & Business Planning will work closely with the Executive Director of Customer Insight. The successful candidate will lead their function with the overall aim of providing the Directorate with strategic direction, business intelligence, central coordination of continuous improvement activity to drive the directorate as a whole forward and business continuity, the Community & Business Planning function shapes the plans for Customer Insight and oversees effective delivery of these. 

The Role

  • The Director has overall responsibility for shaping the plans for Customer Insight, taking the overarching view of what’s happening outside of the organisation at a social and economic level and translating that into how that will impact the way in which we deliver services. It will determine the strategic direction for the directorate as a whole, determining the resource and skills profile of the teams that is based on customer need. It will be part of the longer term succession planning that will ensure we remain fit for purpose and leading excellent customer service delivery.
  • Data and insight will inform detailed neighbourhood plans that the Director will be responsible for developing and delivering alongside the Customer Relationship Management functions. 
  • The role will work in partnership with external stakeholders and other teams across Livv to ensure that the service to customers remains fit for purpose and market leading.
  • Customer engagement and the service improvement plans that follow are owned and led by this role. It also provides leadership for all of our community investment activity, ensuring strong links with the service delivery teams to ensure that interventions are received by the people most in need. 
  • Driving the continuous improvement agenda is a key element of this role. The operational performance and service improvement team will take data, use it to refresh policies and shape the continuous improvement programme to ensure that the operating model continues to meet customer need. 

The Candidate

  • Substantial and extensive experience of leading an agenda of service improvement and continuous development of systems, processes and overarching services. 
  • A critical thinker with a proven track record in using data and insight to develop service improvements that are valued by customers and stakeholders alike.
  • Accomplished at delivering tangible and evidenced performance improvement within a complex, regulated environment.
  • A leader who is passionate about making a difference to people and communities through the delivery of great customer service.
  • A strategic thinker who engage with senior stakeholders to develop projects and programmes that can make a huge difference to people’s lives – someone who can build relationships, trust and advocacy and support the Executive to deliver a customer focused culture. 
  • A motivational leader experienced in building high performing teams and developing a customer driven performance culture with a strong continuous improvement focus.

For an informal and confidential discussion, please speak with Tom Neely on +44 7384717939 or

Closing date for applications: Monday 21st June


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