Customer Operations Director
Islington and Shoreditch Housing Association Group, (ISHA) has a proud 80 year history of Speaking up for Housing by providing affordable and quality homes in the boroughs of Camden, Hackney, Haringey, Islington, Tower Hamlets and Waltham Forest. (The boroughs shown in bold are the areas where we are actively developing new homes.)
The Group includes our subsidiary, Lien Viet Housing Association, which focuses on supporting our Vietnamese and South East Asian customers and communities.
We have started a journey of transformational change to make sure our services are customer centred, and we have set ambitious targets to be recognised as a first class service provider by 2020.
In 2016/17 we changed our operating framework by investing in an integrated housing and finance computer system, and we re-structured to support our customer-centred approach. We have embarked on a programme of culture change, where all staff were involved in defining the key features of Team ISHA as:
- Passionate commitment to the customer
- Working well together
- Personal Effectiveness
- Trust and Respect
These fundamental changes to our way of operating have been put in place with the leadership of an Interim Director. This permanent role is integral to making sure that we meet our ambitions of 2020, and beyond.
The portfolio of the Customer Operations Directorate covers the customer facing operations of the business including Customer Transactions through a Customer Service Centre; Asset and Property Management; Tenancy Management and Tenancy Support; and Neighbourhood Management services. The Director is the Executive lead on delivering Lien Viet Board’s ambitions in community development and representation of South East Asian communities in London.
We are looking to appoint an exceptional candidate to continue this work. You will need to be capable of handling multiple priorities and able to support this diverse portfolio of responsibility.
ISHA has big ambitions. We have 2,200 homes, but we operate as if we are much larger, and we are a significant influencer in our key boroughs. This requires our executive leadership team to be nimble and all leaders, managers and staff have to go the extra mile to maintain this momentum.
I can honestly promise that working for this locally based community organisation brings great rewards. If you are up for the challenge of moving us from a highly respected organisation to a top performing customer-centred service provider, I look forward to receiving your application.
Clare Thomson, Chief Executive
For an informal discussion about the role, please contact Sue Manning on 07939 269612.
For more details or to apply, please click the 'Apply' button on this page.
Please note the deadline for applications is noon, Tuesday 30th May 2017
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