Head of Resident Experience – Joseph Rowntree Housing Trust NEW

City, York
Michael Page

The Head of Resident, Experience is a senior leadership role within JRHT. This post provides strategic leadership and management for the Folk Hall, Communities Development Officer, Resident Involvement Officer, Money and Benefit Advice, Digital Inclusion, Complaints and Customer Service Centre.

Client Details

Joseph Rowntree Housing Trust (JRHT) strives to be a housing association that is sustainable and engaging, provides high quality and continuously improving services and decent affordable homes in well managed communities prioritising those in greatest need. They were established more than 110 years ago by Joseph Rowntree to provide housing in communities and work alongside the Joseph Rowntree Foundation.Our values make us unique as an organisation. They show us what we care about, help us make decisions and show us how to behave.

• Built on trust
• Show they care
• Making a difference

Description

Key Responsibilities

• As a member of the leadership team within the Housing and Communities Directorate, work collaboratively with other Heads of Service and key stakeholders to deliver the strategic objectives of JRHT.
• Develop and review policies, procedures, marketing strategies, ensuring that they are up to date, legally compliant and meet the needs of our residents and wider communities. Implement policies effectively, ensuring that all colleagues are fully trained and understand their responsibilities.
• Ensure that all policies and procedures relating to the smooth operation of the Post Office located in the Folk Hall are delivered and monitored accordingly.
• To set the objectives for the team aligned to the delivery of the strategic objectives of JRHT.
• Develop and maintain strong networks and relationship with colleagues across JRHT and external organisation to ensure excellent service delivery and maximisation of the use of the Folk Hall and its resources.
• Promote and safeguard the welfare of residents and ensure appropriate safeguarding referrals are made to the relevant authorities where adults or young people are at risk.
• Maintain robust business continuity plans and perform all required emergency planning actions in the event of an emergency.
• Lead and motivate teams across all locations, promoting a culture of excellence and continuous improvement and ensuring that colleagues have the knowledge and skills to perform their roles effectively, through performance appraisals and constructive feedback.
• Develop, implement and maintain effective learning and development and successions planning strategy for the service.
• Develop and implement comprehensive strategies to address the needs of adults, including identifying gaps in services, forecasting future demands, and setting goals for service delivery.
• Responsible for partnership work with external contractors to provide a service to deliver the Tenant Satisfaction Survey, analyse the results and provide feedback to Director of Communities

Profile

• CIH level 4 or 5 or willingness to work towards, or other comparable qualification.
• Extensive knowledge, experience and understanding of providing customer centric activities, events and service delivery within a social housing sector.
• Proven leadership experience in managing different activities, priorities and workloads across a variety of different subject matters and services.
• Understanding of the requirements around Tenant Satisfaction Measure surveys, and the Housing Ombudsman Complaint Handling Code.
• Delivery of transformational change and continuous service improvements which supports JRHT’s strategic objectives, and those provided by the heritage and legacy of the Folk Hall.
• Proven experience of delivering excellent communications and interpersonal skills to build rapport with individuals, communities, stakeholders and colleagues.
• Knowledge, experience and understanding of the analytical skills to identify trends, assess needs and develop strategies, including the use of social value methodologies.
• Knowledge of risk management, health and safety compliance within a busy environment such as the Folk Hall.
• Proven ability to manage budgets and financial resources effectively, including ensuring that a clear marketing strategy and long term plans for the Folk Hall are created and delivered.
• Ability to lead, motivate and empower colleagues to be high performers and create a positive working environment for all.

Job Offer

• Competitive salary of 65,000 per annum.
• Opportunity to work in York, contributing to a meaningful cause.
• Supportive and professional work environment.

If you are ready to make a difference and excel as the Head of Resident Experience, we encourage you to apply today.