Business Improvement Housing Services Manager

Your new company
A well‑regarded community-based housing provider is seeking an exceptional Head of Housing to lead its Housing, Factoring and Welfare Services. This is a key second‑tier leadership role, offering the opportunity to shape high‑quality customer service, drive organisational performance, and play a pivotal part in the strategic direction of the Association.Working closely with the CEO and Senior Management Team (SMT), the successful candidate will contribute directly to business planning, corporate decision‑making, regulatory compliance and organisational improvement. This role is ideal for an ambitious housing professional with a strong operational background and a passion for transformational service delivery. Your new role
Strategic & Corporate Leadership

• Contribute to the development and delivery of the organisation's Business Plan, departmental plans and strategic objectives.
• Support the CEO on cross‑organisational initiatives, corporate governance and long‑term service planning.
• Provide strategic insight to improve performance, efficiency and customer experience.
• Lead business improvement projects, reviewing systems, processes and policies to ensure modern, effective, customer‑focused service delivery.

Operational Leadership

• Lead and manage the Housing Team, ensuring delivery of excellent frontline services across:
  • Housing management
  • Income collection & arrears
  • Voids & allocations
  • Estate management
  • Factoring
  • Tenancy sustainment & welfare support
  • Customer satisfaction & complaints
• Ensure compliance with all relevant legislation, Scottish Housing Regulator requirements and the Scottish Housing Charter.
• Oversee performance reporting, KPI monitoring, and statutory returns.

Performance, Improvement & Assurance

• Drive continuous improvement across all housing functions.
• Support the Board and CEO with evidence for the Annual Assurance Statement.
• Develop strategic solutions to performance challenges, ensuring strong internal controls and robust risk management.
• Use performance data to inform decision‑making and resource planning.

Customer Experience & Community Impact

• Lead initiatives to improve customer satisfaction across all indicators.
• Develop and deliver the Customer Participation Strategy and Customer Charter.
• Ensure residents can engage meaningfully with services and influence improvements.
• Foster strong relationships with local partners and stakeholders.

Corporate Support & Business Improvement

• Assist the CEO in reviewing future services, developing new service models, and ensuring the organisation is responsive to sector changes.
• Contribute to organisation‑wide regeneration, community programmes and wider role activities.
• Participate in and chair internal working groups, ensuring collaborative working across all departments.

What you'll need to succeed
The ideal candidate will bring:

• At least 5 years' housing management experience
• Minimum 3 years' supervisory or managerial experience
• Experience delivering high‑quality housing, maintenance and factoring services
• Strong understanding of Scottish Housing Regulation, legislation and Charter requirements
• Proven track record in performance management, business improvement and customer service excellence
• Ability to lead, motivate and empower staff
• Strong communication, influencing and presentation skills
• A dynamic, forward‑thinking approach with a passion for continuous improvement

A relevant qualification (HND/Degree) and CIH membership are desirable. What you'll get in return
This is an exciting opportunity to step into a senior leadership role within a respected organisation committed to delivering excellent services and improving outcomes for tenants and the wider community. You will play a vital part in shaping the future direction of the organisation, supporting the CEO at a strategic level, and leading a motivated team to achieve high standards.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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