Void and Quality Lead

Our supported and temporary housing team provide homes to some of the most vulnerable and marginalised people in our communities. Reporting to the Head of Business Development, you will ensure all our temporary housing void homes are refurbished to a high standard and that our contractors deliver a consistent, high-quality offering that drives value for money. Your leadership will be crucial in motivating and managing a team to create good first impressions of the new home for our residents.

Our business development team works alongside our resident-facing colleagues and managers across supported and temporary housing, to deliver excellent services in quality homes and places. You'll need to work well under pressure delivering a 'can do' and high-quality support service in an area where attention to detail is critical.

Duties include:

• Creating a culture of service improvement, delivering on performance indicators, and meeting resident needs, as per our customer strategy
• Ensure every team member has clear and tailored objectives and a learning plan to support individual development
• Deliver all void processes from beginning to end, offering value for money and customer satisfaction
• Implement quality control measures, including incorporating resident feedback
• Develop, implement, and maintain efficient void, repair, and maintenance processes into daily working life for the team
• Use KPIs and dashboards to report on performance and identify jeopardy cases
• Own the void budget and assist in the budget for day-to-day repairs, identify cost-saving opportunities to optimise value for money
• Develop and maintain strong relationships with external partners and local authorities

You promote a collaborative culture where you support and encourage your teams to deliver positive change. You take pride in fulfilling consistently effective and efficient repairs, maintenance, and inspections to ensure that our residents feel safe and well supported. Your customer-centric approach and conscientious processes and procedures show your commitment and dedication to improving customer satisfaction.

Required experience and skills:

• Proven leadership in exceeding performance indicators and delivering to customers
• Successful staff development and performance management experience
• Demonstrable adaptability, leading teams through ongoing change
• Evidence of excellent customer service improvement achievements
• Skilled workflow management in an adaptable manner
• Excellent interpersonal, communication and collaborative skills
• Evidence of building and maintaining strong relationships with external stakeholders
• Strong organisational, time and resource management capabilities
• Proficient in spoken and written English, with strong report-writing skills
• Experience of delivering refurbishment and repair services across complex delivery models
• Intermediate MS Office skills for drafting complex reports and analysing data

You'll find plenty of opportunities to learn and grow within our organisation, whether that be in operations or within the wider organisation. Nearly 70% of our colleagues are from a diverse background and we value and respect difference and are committed to building an inclusive culture.

Benefits include:

• Excellent annual leave allowance and flexible working opportunities
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts - access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme
• Life Assurance x4 annual salary

NHG is a not-for-profit organisation providing affordable homes for Londoners. It is one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 people. For more information please visit: https://group.nhg.org.uk/careers/

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout our organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments. To find out more please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/

Selection Process

Step 1: If you are interested, please send your application now! Closing date is 21st August 2024.

Step 2: Successful candidates will be asked to do an assessment

Step 3: Successful candidates will be invited to interview

If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via . Should a redeployee apply for this role, their application will be considered before any others. NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.