Selwood Housing
Head of Operations Services (Fixed-term contract, up to 12 months)
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What impact could your leadership make on the next chapter of our customer experience?
At Selwood Housing, we're looking for a leader who can build on strong foundations, inspire excellence and help shape the future of our customer experience.
This is an opportunity to lead at a defining moment in our journey. As Head of Operations Services, you'll shape how customers experience Selwood Housing, leading our repairs, customer services and complaints teams to deliver exceptional services, drive meaningful change and create lasting impact for the communities we serve.
This fixed-term opportunity offers the chance to make a significant impact during an exciting period of transformation.
About the role
Working closely with the Group Operations Director and senior leadership team, you'll lead some of our most critical customer-facing services, driving performance, service improvement and operational excellence.
A key focus of the role is the leadership of our responsive repairs and voids services, overseeing the delivery of around 24,000 repairs each year and ensuring homes are maintained to a high standard for our customers.
We're looking for a proactive, visible and performance-focused leader who can motivate teams, hold contractors and colleagues to account, and use data and insight to drive continuous improvement.
You'll be responsible for improving productivity, reducing turnaround times, enhancing customer satisfaction and ensuring services consistently deliver strong outcomes.
Leading our customer services, responsive repairs and complaints functions, you'll play a pivotal role in shaping how customers experience Selwood Housing.
With the autonomy and influence to transform services, champion innovation and deliver meaningful improvements, you'll help strengthen customer outcomes and make a lasting difference to our communities.
What we’re looking for:
We're looking for an experienced operational leader who shares our values and is passionate about delivering exceptional services for our customers.
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You place customers at the heart of decision-making, understanding how services impact customers’ lives and ensuring teams deliver positive, consistent and customer-focused outcomes.
Accountability
You take ownership of service performance, compliance and delivery, using data and insight to drive improvements, address challenges and ensure services consistently achieve their objectives.
Develop & Learn
You cultivate a culture of continuous improvement, empowering teams to embrace change, drive innovation and identify opportunities to enhance services, systems and customer outcomes.
Champion Communication
You build trusted relationships at all levels, bringing people together around a shared vision. You communicate with credibility and impact, influencing stakeholders and translating strategy into meaningful action.
You’ll bring:
- A housing-related qualification, degree or equivalent professional experience, together with a management qualification at Level 5 (or equivalent experience).
- Significant experience leading customer-facing operational services within housing or a related sector at a senior management level.
- A proven track record of driving service improvement, operational performance and organisational change.
- Experience of leading high-performing teams across areas such as repairs, voids, customer services and complaints, delivering excellent outcomes for customers.
- Strong knowledge of complaint handling, customer feedback and service recovery, including a detailed understanding of the Housing Ombudsman's Complaint Handling Code and its practical application.
- The ability to use data, insight and performance management to drive continuous improvement, hold teams and contractors to account, and deliver value for money.
- A thorough understanding of housing management, regulatory requirements and the challenges facing the social housing sector.
- Excellent communication and stakeholder management skills, with the ability to influence and build effective relationships at all levels.
- A current driving licence and access to a vehicle for business use.
- A commitment to creating an inclusive environment where colleagues and customers are treated with fairness, dignity and respect.
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For further information on the role, please review the job description attached to the advert.
Pre employment requirements
The successful candidate will be required to complete Right to Work, DBS and DVLA checks.
Why join Selwood Housing?
At Selwood Housing, we believe everyone deserves a safe, secure and affordable place to call home. As a not-for-profit housing organisation, we own and manage over 7,000 homes across the South West – and we’re growing. With a bold ambition to build 1,700 new affordable homes by 2034, we’re investing in the future of local people and places.
You’ll be joining a close-knit team where people support each other, share knowledge, and take pride in doing things properly.
Some of our benefits include:
- Competitive salary
- Generous holiday entitlement
- Life assurance
- Flexible working opportunities
- Competitive pension
- Cycle to work scheme
- Ongoing training and development
- A supportive team environment where your contribution really matters.
Ready to Make Your Mark?
If you're a visionary leader who thrives on driving change, inspiring high-performing teams and delivering exceptional customer outcomes, we'd love to hear from you!
Our Commitment to Diversity & Inclusion
At Selwood, we strive to respect the diversity of our staff. We care deeply about inclusivity and encourage candidates from all backgrounds, demographics, and identities to apply. We are a Disability Confident employer and will do our very best to provide any adjustments, access, and equipment you feel you may need throughout the interview process, and during your employment with us.
We are keen to build a supportive and rewarding environment, free from discrimination, which works for everyone.
We may close this vacancy early depending on application volumes, so we encourage early applications.
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