Head of Home Ownership - Service Improvement and Customer Service

Employer: London Borough of Hackney

Region: London

Job Number: HCAA01773

Service: Housing Services

DBS Required: No

Agreement Type: Permanent

Work Pattern: Full Time

Contracted Hours: 36

Grade: PO11

SCP Range: £66,984 - £68,136

Hackney Council is looking for a passionate, customer focussed senior professional to lead and improve our Homeownership Service. Satisfaction for homeowners is a top priority in Hackney, and working collaboratively with residents and colleagues this role will help us deliver transparent and excellent services, and develop clear guidelines and excellent management, including a substantial non resident leaseholder portfolio.

As Head of Service, you will be working jointly with the Head of Service (Service Charges and Billing) to provide services to approximately 10,000 properties, and this role will give you a fantastic opportunity to make a positive impact for all homeowners and the wider community. You will be leading a team of circa fifteen staff including a small Customer Service Team (including technical staff) and an experienced Right to Buy team. Part of your role will be ensuring that our services are fit for purpose for both our traditional right to buy stock and homeowners of newly developed properties.

This is an exciting time to be joining our housing service. We are now on a journey of change, and you’ll be helping to transform our services using your skills and knowledge in homeownership and leasehold services, as well as ensuring a real step change in our approach to customer service and improvement.

Critically we want someone who is prepared to look beyond the status quo and typical public sector approach. Someone who can deliver creative ideas and evidence of outstanding performance results. Someone with the passion and commitment to build a truly innovative, future-proof service. You will be a strong influencer to coordinate with an ability to direct resources, understand external influences and be able to translate these into strategy, policy and practice.

There is no better place to work in London than Hackney; we have great pride in our borough, our communities, and our services. Hackney is one of London’s most vibrant and diverse boroughs. It’s one of the most sought after areas to live in London with good schools, parks and local amenities, as well as great transport links and vibrant and diverse communities.

If you want to work in a place where you can represent our values so we achieve the best for our residents, please click on the apply button below.

The recruitment process is anonymous. Therefore, we do not accept supporting statements or CVs.

When applying, there will be a number of questions relating to the post on the application form. It is essential that you complete the application questions, responding to each using examples of your skills, knowledge and experience.

We will not accept applications where Artificial Intelligence (AI) has been used to assist with completing the competency questions or any part of the application form.

This application process replaces a supporting statement.

We are also working towards our vision, which is to be a place for everyone; where residents and staff can be proud; a place that celebrates diversity and where everyone can feel valued, included and 

involved. In order to achieve this, we look for people who are: Proud; Ambitious; Pioneering; Open; Proactive; Inclusive.

Hackney Council works to eradicate discrimination on the basis of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. We also recognise that people can be disadvantaged by their social and economic circumstances, so we will also work to eliminate discrimination and disadvantage caused by social class. We also welcome those interested in flexible working. We particularly welcome applications from disabled people, as this group is currently under represented in our workforce.

The Council has a dedicated employment support service (Hackney Works), which offers Hackney residents guidance in relation to applying for jobs. If you are thinking about applying for a job, please contact the Hackney Works team to find out what support is available: hackneyworks@hackney.gov.uk

Closing date for applications: 30 January 2024 (22:59)

Interview date: 7 February 2024

CLICK HERE TO APPLY FOR THIS ROLE