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Job description

Social housing is about more than bricks and mortar, it’s about people, places, and opportunity. This role will assist the Director of Homes, Communities & Customer in the delivery of a professional customer focused housing management service that meets the needs of the organisation, delivering excellent housing services while championing resident engagement, local partnerships, and impactful community investment that makes a real difference to lives.

Responsibilities

• Provide inspirational, values led leadership that creates and sustains a culture of excellent customer service, kindness, and respect, ensuring customers feel listened to, supported, and valued at every point of contact.
• Lead and motivate teams to deliver high quality, efficient, and innovative housing and community services, embedding a right first time approach that improves outcomes for customers and communities.
• Champion Woven’s values in day to day decision making and interactions, role modelling kindness, empathy, professionalism, and accountability in all customer and colleague relationships.
• Provide oversight of housing services including Anti Social Behaviour, Void Management, Rent and Service Charge accounts and Estate Management working with senior colleagues to ensure a consistent, tenant led, and compassionate approach to service.
• Provide guidance and oversight in relation to legal and court proceedings, ensuring a fair, proportionate, and supportive approach that balances Woven’s responsibilities with customer wellbeing.
• Oversee the effective use and development of management information systems to support learning, performance management, and continuous service improvement.
• Maintain a forward thinking and innovative approach to tenant and customer services, actively identifying opportunities to improve experience and outcomes and feeding ideas into strategic discussions with the Directors of Homes and Communities.
• Lead a proactive, preventative, and supportive approach to income recovery and early intervention to help customers sustain tenancies wherever possible.
• Maximise income streams while minimising loss to Woven, ensuring a balanced and ethical approach that aligns financial resilience with customer wellbeing and Best Value principles.
• Work collaboratively across the organisation to foster a culture of co operation, constructive challenge, kindness, and shared ownership, ensuring services reflect customer needs and organisational values.
• Work closely with the Director of Homes, Communities and Customers to identify learning, development, and innovation opportunities that enhance customer experience, strengthen communities, and improve services.
• Please refer to the Job Description for a full list of duties and responsibilities.

Skills and Qualifications

Essential Skills

• Level six qualification (e.g. bachelor’s degree, Graduate diploma) or above plus 2 years relevant experience of the full range of housing management services or,
• At least 5 years relevant experience of the full range of housing management services.
• Relevant experience must include Allocations, Lettings and Re-lets, Rent Accounting and Arrears Management, Voids Management, Tenant Engagement, Budget Management, and Writing Reports.
• A minimum of 2 years’ line management experience.
• 2 years’ experience in housing management including Allocations, Income Recovery, dealing with ASB and customer complaints.
• Knowledge and experience of delivering high quality customer services, including tenant engagement, service development, and improvement.
• Working knowledge, understanding and ability in the use of digital technology including MS packages, and Housing Executive HMS management systems including HMS.
• Understanding of relevant legislation.
• Hold a current full, (preferably) clean driving licence that allows driving in the UK, with use of a private vehicle for business use or, in the case of disability, be able to demonstrate how the mobility requirements of the position will be met.

Further Information

Woven provides homes that enrich the lives of our tenants and help create vibrant communities. We are an environmentally and socially conscious organisation with a strong focus on the development of high quality, inclusive social housing in areas of housing need. Working for Woven is not just a job, it is about being part of an organisation which puts people at the heart of all we do and provides opportunities to make a real difference by enhancing every life we touch. Our team works together to make a real difference and change people’s lives and we welcome individuals who want to be a part of our team and continue our story of success. Completed application forms should be returned by 1 pm on Monday 27 July 2026.