Head of Residents Services

One of our existing Housing clients are looking to bring on an interim Head of Residents Services for a short-term contract in order to backfill before the permanent position begins. This role is centred around continuation of ongoing programmes. 

Overview of role

• Provide strategic oversight and continuity across all resident services functions
• Sustain and support ongoing service improvements in housing management, income collection, and customer services
• Continue the development and refinement of the contact centre and customer service model
• Champion resident experience and reinforce the Leading Customer Loyalty framework in day-to-day service delivery
• Maintain regulatory compliance and effective governance across services
• Use data, complaints insight, and resident feedback to inform and support ongoing service improvements
• Act as a point of expertise on housing management practice and housing law
• Maintain and strengthen partnerships with local authorities and sector bodies
• Lead, support, and provide stability to resident services teams

Skills & Experience

• Significant senior leadership experience in social housing
• Strong track record of delivering high-quality resident services and service improvements
• Expertise across core housing management areas (tenancy, income, ASB, lettings)
• Knowledge of housing regulation and compliance requirements
• Experience leading customer service transformation, ideally including contact centre models
• Ability to use data and insight to drive performance and decision-making
• Strong leadership, communication, and stakeholder management skills

Role Details

• Duration: 3 months
• Location: East London (hybrid ideally)
• Rate: £500 per day (Inside IR35)
• Start: Immediate

This client is looking to bring someone on immediately and is available to interview this week over teams.