The role

Reporting to the Director of Resident Experience North, you'll lead the London North West Resident Experience team, driving the delivery of our Local Link model across mixed-tenure communities. You'll have overall responsibility for ensuring residents receive excellent housing services from the point of allocation through to sustaining successful tenancies and homeownership experiences.

As a senior leader, you will also hold the Lettings Portfolio and provide strategic direction across allocations and lettings, acting as the organisation's subject matter expert while ensuring a consistent, resident-focused approach across localities. You'll work closely with internal teams, local authorities, partner organisations, and resident groups to shape services, drive continuous improvement, and deliver meaningful outcomes.

What You'll Be Doing

• Leading the Local Link service across the London North West region, delivering excellent neighbourhood and resident-focused services.
• Providing strategic leadership for allocations and lettings, ensuring compliance, good governance, and best practice.
• Leading multidisciplinary teams delivering services across tenancy, home ownership and independent living.
• Building strong relationships with local authorities, external partners and stakeholder groups.
• Using performance information, insight and resident feedback to drive service improvements.
• Overseeing audits, regulatory compliance, risk management and service assurance activities.
• Leading resident engagement, including working with resident panels and ensuring residents influence service delivery.
• Managing budgets, contracts and resources to deliver value for money.
• Supporting and developing colleagues through effective leadership, coaching and performance management.
• Leading complex operational issues, service improvements and organisational change initiatives.