Director of Housing Neighbourhoods and Customer Services

Director of Housing Neighbourhoods and Customer Services

London Borough of Tower Hamlets

Salary: £127k - £135k

The Role

This is a fantastic opportunity to make a direct impact upon our residents through the development and maintenance of a great physical environment on our estates. You'll be leading the tenancy, caretaking and grounds maintenance functions in one of London's most vibrant and diverse boroughs.

Reporting to the Corporate Director for Housing & Regeneration, you will shape and oversee the strategic direction of neighbourhood services, ensuring high-quality customer service and strong community engagement.

Your responsibilities will include:

• Overseeing the delivery of integrated neighbourhood services, fostering strong relationships with residents and stakeholders, prioritising contact from our residents and effective complaint handling
• Leading the development and implementation of customer service strategies which place our council tenants and leaseholders at the heart of what we do with the outcome of enhancing resident satisfaction and operational efficiency.
• Developing strategies to ensure compliance with the Regulator of Social Housing Standards.
• Managing significant budgets to ensure financial accountability and value for money.
• Inspiring and leading a team to deliver excellence across neighbourhood and customer services.

Tower Hamlets

Tower Hamlets is a vibrant and diverse borough - a city within a city. From the Lower Lea Valley to Canary Wharf, Spitalfields, and Poplar, it offers the best of London in one place.

As one of the UK's most high-profile and dynamic areas, the borough is brimming with ambition, with a clear focus on delivering great placemaking and new homes for its residents.

Moreover, Tower Hamlets Housing Services is undergoing an exciting transformation:

• The insourcing of ALMO Tower Hamlets Homes in November 2023 marked a new era, with significant investment in services and passionate teams.
• A strong track record of investing in homelessness prevention and providing quality accommodation underpins our drive to deliver for our communities.
• With 22,000 council homes, including the historic Boundary Estate in Shoreditch, we are passionate about tackling overcrowding and delivering high-quality housing.

With a commitment to sustainable growth and inclusive regeneration, Tower Hamlets is at the forefront of delivering high-quality housing and innovative place-making strategies. This is an exciting time to join us as we continue to shape the future of our communities.

Candidates

We are seeking a dynamic neighbourhood services professional with the expertise to drive excellence in resident services. Key qualities and skills that will be required for success include:

• Strategic Leadership: A proven ability to lead cultural and operational change in complex environments.
• Customer-Centric Focus: Strong understanding of customer service strategies and community engagement practices.
• Operational Expertise: Experience managing frontline services, budgets, and multi-disciplinary teams to deliver high-quality outcomes.
• Collaboration and Influence: Exceptional interpersonal and stakeholder management skills, with a commitment to partnership and collaboration.
• Innovation and Vision: A track record of developing creative solutions to improve service delivery.
• Financial Acumen: Strong budgeting and financial management skills to oversee significant programmes and ensure value for money.
• Cultural and political Sensitivity: Commitment to diversity, inclusion, and equal opportunities, coupled with the strong belief in the value of local democracy and community sensitivities.

We value leaders who embody our TOWER values: Together, Open, Willing, Excellent, and Respectful.

Next Steps

Tower Hamlets offers an environment where your expertise will shape the future of one of London's most ambitious boroughs. You will join a team passionate about creating positive change for residents, delivering sustainable growth, and leaving a lasting legacy.

For more information, please visit:

To arrange a confidential discussion, please contact:

• Bruna Varante: /
• Kelly Ridley: /

Closing Date: Midnight, Thursday 30th January 2025