Guinness has been providing homes and services for 130 years. Since we were founded, we have built thousands of homes across England providing excellent customer service. Now, with 65,000 homes and 140,000 customers, we’re proud to be one of the largest affordable housing and care providers in the country.
Guinness’ 2023 strategy is clear about their commitment to playing their part in addressing the national housing crisis. The successful candidate will play a pivotal role in this strategy and to ensure that we embed a culture where the customer comes first and where we can transform our customer offer.
Reporting to the Executive Director of Customer Services, this position will be a key member of the Senior Leadership Team. You will provide the direction and leadership of the regionally based customer operations teams delivering housing management and excellent customer services.
Key responsibilities of the role include;
· Deliver Customer Service and Housing Management which result in successful tenancies, neighbourhoods and estates.
· Provide leadership and direction for the Customer Liaison and Estate Services operational teams based regionally across England of circa 500 direct employees and circa 250 external contractors.
· Develop and oversee the effective delivery of operating plans that are congruent with the strategic plans for Guinness, and which drive high levels of performance.
· Champion an approach that ensures that driving customer satisfaction alongside continuous improvement is at the centre of operating plans and targets for teams and individuals.
You will have an outstanding track record of strategic and operational planning and leading the delivering of high-quality customer focused services. With an in depth understanding of customer excellence, you will have experience of leading and embedding a customer-focused culture driven by data in a large organisation.
You will have excellent communication, negotiation and influencing skills. You will have experience of representing an organisation externally at a senior level within a wide range of networks.
This is an exciting opportunity for the right person to make a real impact on our organisation.
Closing date for applications: 10th June 2022
For an informal and confidential discussion, please speak with our Housing Practice Lead, Tom Neely.
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