Job Profile

RESPONSIBLE TO: Executive Director (Housing)

SERVICE AREA: Housing and Neighbourhood Services, Customer Service Centre, Sheltered and Supported Housing

OVERALL PURPOSE: To lead the Housing and Neighbourhood, Income, Customer Services teams and Specialist Housing teams.

LINE MANAGEMENT: Direct reports: 3 Heads of Service 1 Manager. Indirect reports: 211.


  1. Functional responsibilities
  2. Leadership and corporate responsibilities
  1. Functional responsibilities
    • Develop an agile approach to customer service that maximises the benefits of digital service delivery whilst also ensuring that the needs of vulnerable tenants are met.
    • Work in partnership and maintain strong relationships with key stakeholders both internally and externally to enable emh to deliver the best possible services to our residents and to harness the energy and assets of our communities.
    • Ensure that the experience that residents have in dealing with emh is respectful, straight forward and efficient.
    • Participate in the setting and achievement of stretching and ambitious business targets and standards.
    • Provide high quality, value for money scheme services, involving customers in designing services as necessary and ensuring appropriate charging mechanisms are developed to cover the cost of services.
    • Lead the development of the specialist housing service, including older persons services. This will include identifying and developing strategies for service development, bidding for new services and quality assurance.
    • Achieve efficiencies and improvements in service performance through identifying and implementing process improvements utilising technology and enabling the swift resolution of problems.
    • Deliver excellent levels of resident satisfaction.
    • Ensure that efficient use is made of data to inform decision making, and identify and address issues with service standards.
    • Ensure policies and procedures operate effectively and are subject to regular review with residents to ensure they remain fit for purpose and in full compliance with legislation and all relevant regulatory standards.
    • Manage risk across all areas of housing, customer service and specialist housing and ensure compliance with quality assurance and auditing requirements and recommendations.
    • Lead, motivate and inspire colleagues by fostering a trust based culture of engagement
    • Promote the values, mission and objectives of the housing division and Group to all stakeholders.
    • Develop budgets, making proper arrangements for the management and monitoring of those budgets.
    • As a member of the Senior Management Team of emh Homes participate (and lead where appropriate) in Homes and wider group initiatives and projects
    • Present reports and be accountable to relevant Boards and committees in relation to this service area.
    • Review working practices and resources to achieve greater value for money and efficiencies which can be reinvested into the business.
    • Carry out other duties and responsibilities as directed by the Executive Director (Housing) including deputising for the ED ( Housing ) where appropriate

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