Location
Hillman St, London

Hours
Full Time - 36 hours per week

Salary
£66,084 - £72,075 per annum (Grade PO9 - PO11)

About the Role
Hackney’s Housing Department is undergoing transformation and we are seeking an experienced Head of Customer Services & Quality to establish and lead a new service within Tenancy Services following a recent service review. This pivotal leadership role offers the opportunity to shape a resident-centric service focused on accountability, fairness, and respect.

You will lead a team of around 18 staff comprising:
- A responsive front of house team managing resident and stakeholder demand
- An Administration team providing back office support
- A Quality team responsible for quality assurance, complaint handling, tenancy investigations, SLA development, and commissioning within Tenancy Services

As the Head of Customer Services & Quality, you will drive transformational change through the rollout of new Housing IT systems and various improvement projects aimed at enhancing the resident experience. Your role will require strong housing management knowledge, project management expertise, and service design skills. You will collaborate closely with residents and operational teams to co-design and deliver improvements to key customer journeys and processes.

This role demands a hands-on, flexible leader with a collaborative approach who can inspire and motivate others towards a shared vision. You will manage multiple service development projects alongside day-to-day leadership responsibilities, ensuring the service is inclusive and tailored to meet the needs of residents with additional requirements.

Enhanced DBS clearance is required for this position.

Hackney Council values its dedicated staff and is committed to creating a workplace where diversity is celebrated and everyone feels valued, included, and involved. We encourage applications from individuals who embody our values of being Proud, Ambitious, Pioneering, Open, Proactive, and Inclusive.

Experience
Proven experience in a social housing setting with strong knowledge of housing management, project management, and service design. Experience leading teams and delivering transformational change in customer services is essential.

About you
You are a collaborative and flexible leader with the ability to inspire and motivate others. You understand the importance of working holistically across customer journeys rather than in silos, ensuring services are accessible and inclusive for residents with diverse needs. You are highly organised and capable of managing multiple projects and priorities concurrently. You are committed to developing your team through training, toolkits, procedures, and workforce development plans.

Qualifications
Holding or willingness to work towards a Chartered Institute of Housing qualification is required. Enhanced DBS clearance is mandatory.