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Head of Operational Services in Shropshire

Job description

Head of Operational Services

Status: Full time/ Permanent

Salary: £65,000 - £70,000 dependant on experience - Plus an Essential Car Users Allowance

Location: Telford

The Organisation:

The Wrekin Housing Group is at the forefront of making a difference to people's lives. As a socially minded business, we provide 13,000 homes for affordable and social rent across Telford & Wrekin, Shropshire, and Staffordshire. We have ambitious plans to grow up to 16,000 homes by 2025 and we are also an innovative and well recognised provider of care.

Alongside our growth plans we are embarking on a fundamental transformation programme to modernise how we interact with our customers, engage communities and support partners. Everyone matters at Wrekin so we are investing in our people and the systems they use, all to improve quality and choice across the organisation.

Our vision and aims are clear and we are determined to deliver. To help lead this journey we are looking for an outstanding individual who will drive the strategy and delivery of our ambitions across the operational areas of our business.

We want individuals who inspire positive change, communicate clearly and enable our people to support each other and grow together so we deliver for our customers, right across our socially minded business.

(For further details please visit our website )

The Role:

We are looking to appoint a suitably qualified and experienced Head of Operational Services to join The Managed Services Team and take responsibility for the following functions and services within the Group:

Customer Contact Centre
Large in-house maintenance team delivering day to day repairs, void refurbishments, landscaping, waste management, in-house cleaning team, and a value added handyperson service for tenants needing maintenance support outside of the Group's landlord responsibility.
Commercial trading relationships with other Registered Providers receiving maintenance services for their tenants from the Group. This includes delivering Planned Improvement works for those businesses, and within Wrekin Housing Group.
Supply Chain Management (Merchants and Materials)
The above services are delivered through a unique 'Same Day Service Model' for customers that operates from 08:00 to 20:00 each day of the week, as well as a reduced service outside of those hours to respond to urgent matters.The successful candidate will be expected to strive for continual improvement to service delivery or operating efficiency, and deliver consistent excellent outcomes. They will give ongoing support and direction to managers and teams in the Managed Services business area; and work alongside other Heads of Service to develop service improvement initiatives across the Group.

(Please see Job Description for further details)

What you will need:

We are looking to offer someone an exciting opportunity, who can demonstrate a sound understanding of the relevant business areas in order to maintain the high standards that the Group have established for its customers, and those customers of other landlords for whom we provide services through our trading subsidiary.

It is essential for the successful candidate to have substantial and relevant management/ senior level experience in a housing or customer service environment. With a proven record of leading, managing and motivating teams of employees to deliver desired and successful outcomes.

(Please see the Person Specification for details.)


In return we offer you an interesting, challenging and rewarding opportunity to join a supportive organisation. Our benefits include an attractive Annual Leave allowance, a Competitive Pension Scheme, Health Care options and Life Assurance.

Interviews will take place on the 27th and 28th of January 2021

Reference No : WHG1461
Closing date: 07 January 2021
Interview date : 27th and 28th January 2021

Extra information

Education Level
Secondary School
Working hours per week
0 -
Type of Contract
Full Time Jobs
Profession Sub-category
Customer Service
Full UK/EU driving license preferred
Car Preferred
Must be eligible to work in the EU
Cover Letter Required

Customer Service Jobs | Full Time Jobs | Secondary School

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