Everything we do at Bromford comes from a desire to enable people to thrive. It’s why we provide over 47,000 homes; it’s why we genuinely care about over 112,000 customers and it’s why we’re committed to building 11,000 new homes by 2032. But we’re bold, and we want to do more.
Last year we launched the Bromford strategy 2023 to 2027 which builds on the technical, operational and financial platforms we’ve established over the past few years. One of the two main strategic shifts is to build on our neighbourhood coaching approach to become more focussed on place, where we understand more about the wider environment where our customers and future customers live. The reason for this is simple: we recognise that if we want our customers to thrive, the environment where our homes are located really matters!
About the Role:
To support us in achieving this shift we are looking for a dynamic and strategic leader to join our team in the newly created role of Director of Place.
You will be at the forefront of driving our strategic vision, leading place-based and neighbourhood coaching approaches across various services. This role is pivotal in fostering strong relationships with our customers and partners, ensuring high standards of customer excellence, and advocating for exceptional service experiences. You will be a key member of the Customer Experience senior leadership team, contributing to our strategic direction and operational performance.
Key Responsibilities:
Strategic Leadership: Develop and lead the strategic direction of our place-based model, housing-related services, and community engagement activities.
Strategic Planning: Deliver relevant targets and manage key risks, ensuring alignment with our strategic goals.
Customer Excellence: Drive a customer-obsessed culture, focusing on delivering exceptional service experiences.
Continuous Improvement: Lead on complaints and continuous improvement initiatives to enhance service delivery.
Team Development: Lead, develop, and coach your senior operational management team, enhancing performance and accountability.
Stakeholder Management: Build and manage strategic relationships with key internal and external stakeholders.
Governance: Ensure compliance with governance requirements and stay abreast of industry trends and best practices.
What We Are Looking For:
We are looking for someone with proven experience at a senior strategic level and a strong track record of exceeding targets in a quality-led environment. With this experience you will be highly skilled at leading and driving service improvement and value for money through policy development and transformation programmes.
You will have extensive experience in managing operational customer-facing teams and large-scale budgets, as well as expertise in strategic and business planning. You will be comfortable assessing options and actions based on trends and data.
You will have a strong technical understanding of customer experience and housing practices. Ideally you will have a professional housing or related qualification, but if you don’t, we will support you in attaining this.
A full UK driving licence and flexibility to travel will be needed for the role.
A DBS check will also be required.
This is an exciting time to be joining an ambitious, customer obsessed housing association. If you are a visionary leader with a passion for community engagement and customer excellence, you Belong at Bromford.
The closing date for applications is Sunday 1 September 2024.
