Head of Housing

Are you passionate about delivering a best-in-class customer experience and driving operational excellence? We are seeking a dynamic and experienced Head of Housing to oversee the Private Rent Residents portfolio. In this role, you will ensure properties operate at their optimum level, providing exceptional service to residents, and contributing to the achievement of business objectives.
 
Key Responsibilities:
 
Operational Excellence:

• Lead the development and implementation of strategic plans alongside the Executive Director and Senior Management team.
• Ensure all properties under management meet operational KPIs, occupancy rates, health and safety standards, and customer satisfaction goals.
• Collaborate with the Construction and Development Team to integrate operational insights into the design and development process.
• Drive leasing and renewal strategies to maintain full occupancy and resident retention.
• Monitor local rental housing regulations and ensure compliance.
• Stay informed about market trends, opportunities, and potential threats.
• Enhance property management profitability through effective strategy execution and new business growth.

 
Customer Service:

• Deliver a best-in-class customer experience, fostering a positive and memorable environment for all residents.
• Project a highly positive brand and provide top-tier customer service.
• Promote community engagement through resident events, communications, and initiatives.
• Implement processes that support continuous improvement and competitive advantage.

 
Team Development:

• Lead, guide, and support Property Managers, ensuring compliance with relevant legislation and fostering a positive team culture.
• Manage recruitment, coaching, and development of key team members.
• Create a clear framework for execution and engagement, empowering team members to excel.

 
Asset Management:

• Support Maintenance and Facilities Managers in achieving the highest levels of compliance related to health and safety.
• Assist with maintenance and customer billing for Heat Networks.
• Contribute to successful building mobilizations and capex projects.

 
Additional Responsibilities:

• Implement policies, processes, and performance measuring tools.
• Handle customer complaints effectively, identifying root causes and minimizing future issues.
• Oversee rent collection and manage income officers to minimize arrears.
• Conduct weekly audits to ensure correct property charges, renewals, and deposit management.
• Manage and renew relevant contracts.

 
Qualifications and Experience:

• Minimum 5 years of property management experience in the UK PRS/BTR market.
• Relevant qualifications (Property Mark/IRPM Level 3/4 or equivalent).
• In-depth understanding of the BTR/PRS operating environment, including building and fire safety.
• Proven track record in delivering high-quality customer service.
• Strong organizational and staff management skills.

 
Skills and Abilities:

• Expertise in customer service excellence and project management.
• Analytical and problem-solving abilities.
• Strong negotiation and public procurement skills.
• Excellent interpersonal, relationship-building, and networking abilities.
• Ability to multitask, prioritize, and manage time effectively.
• Proficient in property management software and the Microsoft suite.

 
Personal Attributes:

• Driven and results-oriented with high work standards and ethics.
• Trustworthy, credible, and a role model.
• Motivated and supportive leader with excellent interpersonal skills.
• Ability to make sound judgments in challenging situations.
• Team player who cares about staff and residents.

 
Join to be part of a team dedicated to providing exceptional service and creating positive experiences for our residents. Click apply or contact Lucia Coppock at Pertemps London for further information for the opportunity to lead the PRS and Customer Services team to new heights!