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MMP Consultancy is currently sourcing for Voids Surveyor for an initial interim contract with a Public-Sector organisation in Hertfordshire. £280 per day Inside IR35 - neg.

Working within social housing to manage Voids duties including Minor and Major works. Holding high standards of quality, time and value for money.

Title: Voids Surveyor
Salary: £280 per day - Inside IR35 (36 hours per week)
Location: Hertfordshire
Contract: Rolling Contract

Duties:

* Delivery of Voids service, being able to pre inspect properties and create specification of works which is fit for purpose for tenants.
* Ensure contractor engagement and management in the delivery of works provided.
* Post inspection of works complete to guarantee a good quality of service.
* Deliver fit-for-purpose, safe and good quality properties to tenants on behalf of the social housing entity.
* Prioritise tenants with value for money and efficiency delivery of works.
* Provide defect-free period of at least 6 months after works.
* Manage the auditable and compliance information required, ensuring the system is completely updated and all invoices are paid when appropriate.
* Work with partners to set, coordinate, track and ensure completion of voids with other services to get things done for the customer which meet or exceed customers' expectations.
* Dealing with unacceptable contractor performance ensuring all issues are remedied.
* Maintain up to date records and provide monthly statistical and qualitative information to the Voids and Maintenance Manager in respect of service performance indicators and progress against targets and budgets. Attending contractors' monitoring meetings as required to give performance feedback.
* Ensure records are kept up to date and information circulated to all relevant stakeholders including contractors, Lettings, Property Services, Housing Needs, Neighbourhood Services, Rent Accounting, Adaptations and Regeneration teams.

Desirable Qualifications

* HNC, HND, BTEC HND or higher, in a building discipline, or over 5 years hands on experience of related repairs surveying/ construction from a trade background.
* Relative experience of building maintenance in a local authority or other registered social landlord.
* Experience of working to strict deadlines within a busy multi agency setting
* Experience in the management and administration of domestic building repairs
* Demonstrable experience of controlling costs expenditure of maintenance works

MMP Consultancy are currently seeking a Fire Risk Assessor for a local authority based in East London on an interim contract, undertaking Risk Assessments to social housing properties. £345 per day Inside IR35.

Will require an on-site presence between office, site and home.

Key Duties:

* Managing all aspects of fire safety across the housing assets ensuring services are maintained and improved.

* Provide operational fire safety management function for all Council owned and managed housing assets delivering continuous improvement in resident safety.

* Supporting compliance with both statutory and non-statutory fire safety legislation and associated building regulations.

* Carry out fire risk assessments across all of the councils housing stock.

* Ensuring the FRA programme is delivered on time and to the required standard through the application of a quality assurance programme.

* Ensuring compliance with legislation through the use of performance data, risk assessments and audits of Council owned and managed housing assets.

* Act as a subject matter expert for the council, in relation to fire safety.

* Support, develop and maintain the Housing Fire Risk Management Policy.

* Act as a resource and liaise with managers and staff at all levels within the Council implementing fire safety standards and initiatives.

* The specialist fire safety officer for a specific field of fire safety i.e. sheltered accommodation, temporary housing, vulnerable persons, fire engineering, etc.

* Identify fire safety priorities and assist in the overall prioritisation within the FRA programme.

Experience / Qualifications

* Specialist knowledge of fire safety legislation and its applications to housing.
* Fire safety qualification
* A clear understanding of emerging fire safety and building safety legislation.
* A demonstrable understanding of the Regulatory Reform (Fire Safety) Order 2005

Details below:

* 36 hours per week
* Hybrid Working Role
* £345 per day (Inside IR35)

MMP Consultancy is seeking a Senior Building Control Surveyor to join a local authority based in Northwest London on a temporary basis for 6 months at Class 2a. Hybrid working is available but the candidate will need to have access to their own vehicle to travel to the sites within the council.

Key Responsibilities
* Assist the Senior Building Control Surveyor with managing an area and deputising for them when needed.
* Scrutinise Full Plans, Building Notices, and Regularisation Applications to ensure compliance with the Building Regulations and related legislation.
* Inspect construction sites to ensure conformity with Building Regulations.
* Advise applicants on required amendments and negotiate compliance with regulations.
* Supervise and support junior staff, ensuring continuous professional development.
* Contribute to the marketing of the Building Control Service to attract new business and expand income opportunities.
* Provide pre-application advice on complex building projects.
* Manage complex building projects, including fee negotiations and securing major development opportunities.
* Ensure that all work is documented accurately and within specified timelines.

Key Requirements
* A detailed knowledge of current Building Control procedures and legislation.
* Experience in inspecting building works and handling complex applications.
* Ability to negotiate and collaborate with developers and applicants.
* Strong communication skills, both written and verbal, for engaging with a variety of stakeholders.
* Experience in a supervisory or senior role within Building Control (desirable).
* Ability to work effectively within a team and manage competing priorities.
* Commitment to high-quality service delivery, customer care, and continuous improvement.
Qualifications
* Essential: CABE/RICS or a directly relevant degree or BTEC Higher qualification, with comprehensive Building Control experience and on the register at 2a
* Desirable: Additional qualifications or experience in complex construction techniques.

MMP Consultancy are looking to recruit a Service Manager on a temporary basis in South East London on a temporary basis.

Job Purpose:

* Post holder will be responsible for the day to day management of an accommodation scheme for 18 young people.
* The houses will be a therapeutic environment focused on providing stability and improving outcomes for the young people it accommodates.
* This role will include all elements of the day to day management of the houses including the development and supervision of the staff.
* Post holder will provide a consistent presence in the scheme & promote good practice, competence and confidence within the team.
* Hold full responsibility for the units, ensuring that at all times there is a high quality provision of assessment & support.
* Ensure that the scheme is working to exceed the national minimum standards & the new under pinning legislative framework pertaining to 16/17 year old young people.
* Ensure that all aspects of the service are delivered to the highest standard & are fully compliant with organisational values and contractual requirements and reflect good practice.
* You will be required to undertake work with the head of service to insure the service is run in line with the regulatory body Ofsted.
* Responsible for developing the service in line with organisational and statutory requirements including monitoring the standards of care & support in the scheme and ensuring that the needs of the young people are fully met.

MMP Consultancy is seeking a highly skilled and experienced Senior Construction Project Manager to join a Local Authority within the Portfolios, Programmes & Projects service area. This is an exciting opportunity to lead and deliver large-scale, high-risk, and high-profile capital construction projects for the council located in Bristol.

The rate is £550pd Monday to Friday with Hybrid working.

The Senior Project Manager will be responsible for shaping, planning, and delivering projects to time, budget, and quality standards, ensuring the successful outcome of each initiative. Your role will involve managing complex project teams, coordinating resources, and engaging with stakeholders across the organisation. You will be expected to effectively manage risks, budgets, and project delivery to meet strategic objectives.

Key Responsibilities:
* Lead the planning and delivery of large-scale construction projects, ensuring projects are delivered on time, to budget, and to the desired outcomes.
* Develop and maintain detailed project plans, manage complex dependencies, and forecast progress, resources, and costs effectively.
* Identify the necessary skills and resources for each project and build internal teams while procuring external expertise when required.
* Provide leadership to your project team, ensuring effective supervision, support, and guidance to achieve successful project outcomes.
* Actively manage project risks, implementing effective mitigation strategies and contingency planning.
* Oversee complex project budgets, ensuring compliance with council financial procedures, accurately forecasting and managing expenditure.
* Communicate effectively with stakeholders at all levels, ensuring alignment with the council's strategic objectives and responding to emerging issues.

Essential Skills & Experience:
* Extensive experience in managing high-value, high-risk construction projects.
* Strong leadership skills with a proven ability to lead teams and manage complex projects.
* Expertise in project management methodologies and practices.
* Excellent communication and stakeholder management skills.
* Ability to manage project budgets effectively and in line with financial regulations.
* Demonstrated ability to manage risk and drive projects to successful completion.
* Qualified to degree level or equivalent, or has developed skills and experience to this level.
* Advanced knowledge and practical application of a recognised project management methodology (e.g., Prince2).
* Professional Development:
* Demonstrates a commitment to ongoing professional development through membership of a relevant Chartered or Incorporated professional body (e.g., The Chartered Institute of Building, RICS).
* Detailed understanding of laws, regulations, and standards associated with construction project delivery, including the Construction (Design & Management) Regulations (CDM 2015).

MMP Consultancy currently have an opportunity for a Damp & Mould Surveyor to join a local authority based in West London.

This will be an interim position paying £300p/d Umbrella

The successful candidate must be able to be in the borough of Hammersmith & Fulham 5 days p/w.

Role purpose

The post holder is responsible for the works within the LBHF repairs team and that work will cover the following areas:-

• Disrepair work
• Refurbishment work (such and kitchen, bathroom and window renewals etc).
• Void Works
• Complex Repair Works
• Day to Day Repairs
• Damp and Mould Works
• The pre/mid and post inspection of any of the above.

The post holder must ensure that the council is compliant with the Homes (Fitness for Human Habitation) Act 2018, the Building Safety Act 2022 and the Social Housing Regulation Act 2023, and keeps abreast with any changes of legislation to ensure compliance.

The post holder is responsible for continuous improvement in the delivery and quality of repair work related to the above and in ensuring that we take from these 'lessons learnt' to prevent future disrepair cases and escalation resulting in additional costs, court cases and compensation.

The post holder is responsible for investigating any structural problems escalated from the repairs technical or operations teams, for arranging any structural testing and other specialist tests, making structures safe, compiling reports to send to management recommending costs with works estimates or property disposals. Arranging any remedial works or safety works as necessary.

The post holder is responsible for carrying out all surveys that are required to properties that are under Right to Buy applications to ensure that only works for which the Council has a landlord repairing responsibility are carried out before sale completes and for dealing with any queries from purchasers, surveyors and valuers.

The role is to provide a seamless and integrated "One Team" approach jointly with the service provider and to resolve any complex repair issues.

The post holder will also provide full building expertise, experience and professional advice in relation to all activities within the role.

Where required the post holder will carry out contractual tendering or obtain competitive quotes for repair works, commission consultants to advise on specialist areas of work as necessary and lead on carrying out financial and technical supervision of works on site.

The post holder will ensure the execution of works complies with statutory requirements and Health and safety requirements.

Key personal duties will include the following:

Main Responsibilities

• Work with the AD Director of Repairs, Strategic Head of Housing Repairs and/or any other delegated manager to implement and develop effective systems to regularly inspect the external and communal parts of property, to identify any requirements for reactive repairs and cyclical maintenance, and to ensure the works required are carried out or programmed according to urgency and priority.

• Work in collaboration with colleagues across Housing services to ensure a joint approach to improve quality and customer satisfaction for residents.

• Support and manage a flexible approach to the deployment of resources within the Property Services Division to respond effectively to fluctuations in workload. Support and manage different types of work within the Property Services Division in response to the changes in the volume of work.

• Highlight key investment needs and considerations to the Property Planning and Assets Team so that works can be appropriately planned in major works programmes.

• Assist in leading and developing a team of technical staff to create a professional and high-performance culture, deputising for relevant Managers when required.

• Provide a high standard of technical support to the team. Manage the local delivery of the repairs term contract to ensure compliance with contractual requirements. Work in collaboration and effectively with other teams within Housing services to deliver a seamless, holistic service to customers.

• Health and Safety - ensure that the Councils Policy for managing the health and safety of residents, staff and contractors is fully implemented and documented. Provide expert knowledge on health and safety law applicable to the construction industry.

• Provide strategic leadership within the Housing portfolio, contributing proactively to the collective leadership of the council, working collaboratively with Members, services, partners, and stakeholders to deliver the council's objectives and priorities.

• Lead by example in modelling and embedding the council's values and behaviours to help build a sustainable highly effective organisation and develop our reputation as a successful council delivering great value for its residents.

Repairs

• Oversee the repair and maintenance of the Council's housing stock - proactively ensuring that maintenance needs are highlighted, with appropriate PPM plans established. Highlighting future investment needs and building elements that are nearing the end of their serviceable life at an early stage.

• Develop and manage systems for the regular, proactive inspection of the buildings to ensure all visible maintenance requirements and building defects are identified and recorded, and remedial action is taken when required. Ensure that all health and safety risks are identified and assessed, and appropriate action is taken.

• Develop and manage programmes of cyclical maintenance to ensure buildings are properly maintained and value for money is achieved by intelligent targeting of resources and regular review of the regimes.

• Manage inspections on approved survey software with photos and diagnostics of the visit. Orders will then be raised on the system, managed, and booked with the resident. Site reports and details of inspections will be provided to the resident within 2 working days of visits to the home and stored on our central system. It is the responsibility of the surveyor to follow up on the works.

• Ensure that all repairs in residents' homes are carried out to a high standard and the service is delivered in accordance with the contract.

• Lead and manage the team to deliver an excellent technical service. Provide strong support to improve technical, contract management and other relevant skills, and to encourage and achieve professional qualifications where appropriate.

Leak Detection/Dampness and Condensation

• Oversee the identification of leaks, rising damp, penetrating damp, and condensation across the Housing Property Services portfolio. Ensure that signs of damp caused by plumbing related problems because of leaking water or drainage pipes are diagnosed.

• The post holder will oversee and ensure that Voids, Planned Preventative Maintenance, Pre, and Post Inspection Works are carried out to a high standard:

• Proactively identify leak or plumbing jobs not completed including.

1. Notifying residents effected as daily updates in writing.
2. Identifying failures and working with the term contractor to resolve the issue.
3. Case management of leaks allocated (in WIP or Area) to a satisfactory resolution.
4. Weekly meetings with the contactors to improve service delivery.
5. Managing follow on works

Pre and Post Inspection of Works

• Ensure management of the post inspection function of the repair and maintenance department requirements of a portfolio of approximately 17,000 homes.
• This includes communal and in dwelling repairs across the housing stock and completion of communal area inspections each month.
• Including the post inspections of:
• building structure / furniture and fabric of the buildings
• Resident in dwelling repairs (reactive and planned)
• Communal areas
• Estate and grounds
• Ensure the regular inspections and reporting on completed works, customer satisfaction and contractor performance.
• Ensure the team has completed a Post Inspection report for each repair and update the Asset Management system.
• Lead on Identifying key investment needs and carry out block and in dwelling repair analysis each month to identify repair demand and considerations to reduce failings.
• Inspections will be completed on Site Audit pro or approved equivalent with photos and diagnostics of the visit. Orders will then be raised on the system, managed, and booked with the resident. Site reports and details of inspections will be provided to the resident within 3 working days of visits to the home and stored on our central system.

Title: Damp & Mould Surveyor

Salary: £300p/d Umbrella

Location: Hammersmith, West London

MMP Consultancy currently has an opportunity for a Building Surveyor to join a housing association based out of Derby.

This role can be offered on an Interim basis for 6-9 Months paying £32 P/H Umbrella

The Role:

• To provide an enhanced level of technical assistance and expertise within the Maintenance Team to include surveying of properties, preparation of specifications and schedules, as instructed.
• To carry out and oversee procurement of works in accordance with my clients policies
• Maintain a scrutiny on works in progress ensuring that work conforms to current regulations and specifications.
• Provide the appropriate level of support in the supervision, training and management of staff.

Job Purpose:

• Undertake surveys of properties in relation to responsive and planned maintenance as appropriate. Compile and submit all necessary information/orders within the prescribed time scales.
• Where appropriate establish programmes of work ensuring that repairs arising are carried out in accordance with priorities and with the minimum of delay and inconvenience to the tenant/leaseholder/owner.
• Deal with enquiries and complaints made by customers, advise and deal sympathetically with them, ensuring adequate consultation and liaison.
• Respond to complaints and members enquiries within prescribed time scales and produce reports and place all appropriate orders as required.
• Maintain accurate records of all surveys and inspections including dates and relevant observations and instructions given at the time and in accordance with recognised procedures.
• Carry out procurement of works as and when required, oversee other technical staff arranging procurement of work ensuring that in all cases relevant documentation is kept to show procedures have been followed and that transparency and probity of the procedure can be shown.
• Organise and contribute effectively in the training and motivation of new and existing staff, maintain suitable records concerning progress and ensure that staff managed are aware of current procedures, practices and instructions.
• Prepare specification, schedules of work and any cost/estimates where required and ensure that all works orders/contracts comply with appropriate legislation, codes of practice, British/European standards the Councils/Clietns Standing Orders and Financial Regulations.
• Carry out checks on works undertaken by contractors ensuring that work conforms to specifications, quality standards and safe working practices.
• Supervise and liaise with contractors verify and evaluate any contractual variations prior to final authorisation for payment.

MMP Consultancy is seeking a Project Manager to work for a private contractor based in London, known for delivering demolition and refurbishment projects across various sectors, including healthcare. As part of their continued growth, they are now seeking an experienced Project Manager to join their team for demolition and refurbishment projects in both NHS and private hospital environments.

Contractor-side experience working within the NHS on refurbishment projects is essential. Please do not apply if you do not possess this experience. The role is outside of IR35 on a day rate, dependent on the candidate's level of experience.

Key Responsibilities:
* Lead and manage demolition and refurbishment projects within NHS and private hospitals.
* Ensure all projects are delivered to a high standard of quality, safety, and compliance with healthcare-specific regulations and standards.
* Develop and maintain project schedules, ensuring timelines and milestones are met.
* Coordinate with hospital management teams and other stakeholders to ensure minimal disruption to hospital operations.
* Manage project budgets and costs, providing regular updates and ensuring financial control.
* Oversee procurement processes and manage subcontractors and suppliers.
* Conduct site inspections to monitor progress and resolve any issues that may arise.
* Provide regular project updates and reports to senior management and clients.
* Ensure strict adherence to Health and Safety regulations, including risk assessments and safety plans.
* Handle any issues or disputes that arise on site promptly and professionally.

Essential Experience:
* Proven experience as a Project Manager within the construction industry, specifically managing demolition and refurbishment projects.
* Previous experience working within NHS environments, with a deep understanding of the specific requirements and regulations involved in healthcare construction projects.
* Solid experience on the contractor side of projects, including overseeing subcontractors and managing client relationships.
* Strong knowledge of construction management software, project management tools, and document control systems.
* Ability to manage multiple projects simultaneously while maintaining attention to detail and delivering results on time and within budget.
* Excellent communication and leadership skills, with the ability to motivate and direct teams on-site.).

Digital Transformation Programme Manager (Income Maximisation)

Contract Type: 6-Month Interim Contract

Location: Hybrid - 3 days in office (London), 2 days remote

Rate: £600 per day (Inside IR35)

We are seeking an experienced Programme Manager to lead high-impact transformation initiatives within a public sector setting. This role focuses on income maximisation, debt reduction, and boosting operational efficiency through innovative digital solutions. You will oversee governance, stakeholder engagement, and lead a multidisciplinary team to deliver strategic programmes effectively.

Key Responsibilities

• Spearhead income-maximising strategies and shift towards payment-in-advance models to minimise outstanding debt.
• Develop and implement governance frameworks for clear accountability and risk management.
• Lead, mentor, and coordinate a team across multiple departments and external partners.
• Drive process automation and operational efficiencies by optimising existing IT systems.
• Maintain a strong programme narrative, communicating benefits to stakeholders, including executive leaders and partners.
• Champion revenue collection enhancements via automation and digital tools, while elevating customer experience.
• Align departments with programme milestones and ensure readiness for change.
• Monitor financial impacts and adjust programme strategies for maximum benefit.
• Cultivate relationships with stakeholders and act as a main transformation point of contact.
• Prepare and oversee the monthly Income and Debt Board pack with clear progress reports and strategic guidance.
• Simplify complex information into insights for non-technical audiences to gain support.
• Keep senior leadership updated with progress, challenges, and outcomes.
• Manage programme budgets with accurate forecasting and resource allocation.
• Identify and handle programme dependencies in collaboration with relevant parties.

Person Specification

• Proven track record managing programmes focused on income maximisation and debt reduction.
• Expertise in delivering automation and digital transformation projects.
• Strong governance, budget management, and risk mitigation skills.
• Collaborative leader capable of guiding multidisciplinary teams in complex environments.
• Experience with public sector finance initiatives or related transformation programmes.

Technical & Leadership Qualifications:

• PRINCE2 certification required; MSP or APM certifications highly desirable.
• Familiarity with programme management tools (MSP, APM) and digital frameworks (Agile/Waterfall).
• Competence with tools like MS Project and Asure DevOps.
• Degree or substantial relevant experience.
• Experience with systems like NEC, Oracle Fusion, Pay360, or Abacus is beneficial but not essential.

Housing Operations Manager

Location: West London
Contract: Interim
Rate: Up to £300 per day (Umbrella, inside IR35)

We are seeking an experienced Housing Operations Manager to join a dynamic local authority in London on an interim basis. This crucial role will involve leading and managing a team of housing officers and assistants to deliver a high-quality neighbourhood service. The successful candidate will drive initiatives that improve resident satisfaction, ensure compliance, and contribute to building safe and sustainable communities.

Key Responsibilities:
* Lead and motivate team of Housing Officers and Housing Assistants to achieve corporate targets.
* Foster relationships with tenant and resident associations to support service improvements.
* Ensure adherence to tenancy terms to minimise nuisance and improve resident satisfaction.
* Oversee tenancy checks to address breaches, reduce illegal occupancy, and optimise housing stock use.
* Deliver quarterly estate inspections with relevant teams to maintain high standards and identify service improvement opportunities.
* Ensure team actions align with fire risk assessment recommendations.
* Manage ASB cases using available tools to deter and prevent incidents, enhancing residents' quality of life.
* Ensure a victim-centred approach to reports of domestic violence, providing prompt and sensitive responses.
* Oversee voids and rehousing processes to maximise income and expedite property letting.
* Control budgets and identify cost-saving opportunities to enhance efficiency and service delivery.
* Represent housing management services at county court hearings and in various internal and external forums.
* Build strong partnerships with internal and external stakeholders, including health services, voluntary groups, police, and community organisations.
* Assess complex tenancy management cases and recommend resolutions, ensuring adherence to legal procedures.
* Develop communication strategies to keep tenants informed of their rights and responsibilities and engage them in service development.
* Oversee the resolution of resident complaints in line with policy and use insights from complaints to drive continuous improvement.
* Analyse team performance against key indicators and implement strategies for enhancing value for money.
* Identify and deploy best practices to achieve exemplary service delivery. Champion innovative approaches to improve processes, reduce costs, and increase customer satisfaction.

About You:
* Proven track record in housing management, leading teams, and delivering community-based services within a local authority setting.
* Strong leadership, communication, and problem-solving skills, with a commitment to service excellence and continuous improvement.
* Familiarity with housing policies, tenancy laws, and effective anti-social behaviour strategies.
* Collaborative, proactive, and resident-focused, with a drive to build strong partnerships and deliver sustainable solutions.

MMP Consultancy are looking for a Housing Support Officer to join a wonderful Housing Association in East London.

Key Responsibilities:

* Work as part of a team providing a high quality housing service that meets the needs of residents and is delivered in accordance with the Corporate Objectives and Team Plan.
* Provide routine administrative support to the Local Neighbourhood Centre including the opening and distribution of post, general photocopying and stationery management.
* Update and maintain the correspondence register and chase up any outstanding responses.
* Dealing with routine enquiries in a sensitive and efficient way including relaying to residents information held on the repairs system and other systems within the office.
* Taking accurate messages for other members of staff and forwarding them on via email in a timely manner. This would include forwarding on enquiries and messages to all staff.
* Support a more experienced officer on reception duties in order to gain knowledge and experience.
* Communicate and liaise regularly with tenants and leaseholders and their representatives associations.
* Support the Neighbourhood Housing Manager in monitoring activities and services including the production and or the analysis of data.
* Ensure that all allocated duties are carried out in compliance with our Health & Safety policy, Financial Regulations, Standing Orders and other procedures.
* Undertake project work specific to your areas of responsibility as and when required.
* To be responsible for the counter and reception area, ensuring that it is tidy and welcoming and that leaflets and available material are up to date and displayed.

Skills & Knowledge:

* Knowledge and understanding of the role of a Local Neighbourhood Housing Office
* Well developed communication skills both written and verbal to deal effectively and professionally with tenants, leaseholders, contractors, managers and staff.
* Well developed IT skills (including Work, Excel and Ideally Orchard)
* Ability to manage a number of complex tasks simultaneously
* Ability to follow and record complex procedures and processes accurately

Interim Head of Resident Engagement and Resolution

Location: Remote/Flexible with occasional site visits
Contract: Interim
Rate: £550 - £650 per day (inside IR35)

We are working on behalf of a prominent housing provider to recruit an Interim Head of Resident Engagement. This is a unique opportunity for an experienced leader to drive resident engagement and shape service delivery in a highly impactful role.

Key Responsibilities:
- Oversee the complaints-handling team, ensuring efficient resolution of customer complaints while maintaining compliance with strategic and regulatory standards. Aim for a seamless customer experience that meets and exceeds expectations.
- Head up the team responsible for implementing the Customer Engagement Strategy and supporting resident-led scrutiny groups to ensure resident input shapes service delivery and improvements.
- Design robust mechanisms to capture lessons from complaints and embed them across the organisation, collaborating with heads of service to drive strategic enhancements.
- Lead both teams through the organisation's Connect transformation programme, introducing effective structures and innovative ways of working to optimise resident engagement.
- Work closely with other departments to integrate resident feedback into broader service strategies and influence positive change at all levels of the organisation.

Candidate Profile:
- Strong background in senior leadership roles related to customer service, resident engagement, or similar fields, ideally within housing or regulated environments.
- Demonstrable experience leading and managing teams focused on complaint resolution and resident engagement, driving up customer satisfaction rates.
- Experienced in leading teams through significant organisational change and transformation projects.
- Capable of designing and implementing impactful engagement strategies that resonate with residents and stakeholders alike.
- Strong skills in building partnerships and ensuring effective cross-functional communication.
- A deep commitment to service excellence and improving the resident experience through active listening and action.

This is an exciting opportunity to join a leading housing provider in a role that places residents' voices at the heart of the business. If you are passionate about driving change and leading teams to achieve exceptional resident outcomes, we encourage you to apply.