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Home Services Director & Head of Services

Pickering and Ferens Homes
Closing date
20 Aug 2021

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Community and Customer Services, Care and support, Housing / neighbourhood management, Tenant services, Homes and Asset Management, Asset management, Maintenance / Repair, Executive & Senior, Senior management
Full Time
Organisation Type
Housing association / RP
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Job Details

Would you like to take a lead role improving an already successful housing association with a rich heritage and passion for providing quality housing and services for people in later life?

Pickering and Ferens Homes is a registered charity, social landlord and a member of the Almshouse Association with over 1,400 properties within Hull and the East Riding of Yorkshire.  We are passionate about delivering the highest level of service to current and future residents across the whole spectrum of resident and property related services.  Due to retirements within our senior leadership team, we are looking to restructure our home services provision and are looking for a Home Services Director and a Head of Services to join us to continue to drive service levels and to bring the two key functional areas of Resident Services and Property Services together under one directorate. 

In terms of our working environment. PFH is embracing agile working so we can do our best work in a place that provides the best outcome for our customers and residents.  A passion for modern ways of working is essential and experience of leading service related teams to achieve excellence in this environment is desirable

Home Services Director is an exciting executive role with responsibilities for supporting the Chief Executive and the Board and instrumental in shaping and leading the future of our service provision. 

As well as leading and developing the strategic priorities and plans for first and second-line operational home service delivery teams within PFH this role will strategically review and assess local housing needs to influence future policy.  Ensuring strong resident participation in determining all our services. 

In this role you will be responsible for resident focused services including housing management, assisted living schemes, customer services, wellbeing, property compliance, maintenance and asset management. Enabling you to really drive the highest level of service across the whole spectrum of our home-based services.

You will not be on your own, we are looking to appoint to a supporting role of Head of Services to take functional operational responsibility and our managers and teams within those areas are extremely passionate about delivering quality services to our residents. 

Head of Services will be required to lead and manage our home services management team and respective department team members to ensure they provide the highest level of service to current and future residents. 

Responsible for leading and managing the Residents Services, Resident Plus, Customer Services, Health & Wellbeing, Customer Engagement and Property Services Teams this role spans our resident facing operational areas and is key to driving a performance culture based upon continuous improvement, accountability, and personal responsibility.  Ensuring that our teams continue to work closely and effectively together to enable a customer first approach. 

In this role you will be responsible for ensuring that resident and stakeholder engagement is optimised across all services areas including design, production and review of services.  Ensuring our services are considerate of our resident and local demographic and reflect issues of equality, diversity, and inclusion, ensuring accessibility of all services.

The post of Head of Services is a new post and will be instrumental in delivering and shaping our future service provision with our experienced team members who are passionate about delivering quality services to our residents. 

If either of these roles sounds right for you and you have significant senior level experience in social housing delivering a broad range of services or operational experience of managing a number of teams across inter-related departments, ideally gained with in a service related or social housing environment we would love to hear from you.  Further information related to the roles including salaries and copies of the job descriptions and person specifications can be found on the recruitment section of our website available here and our Chief Executive would be happy to receive your call for an informal discussion with regards either roles.  Claire Warren, Chief Executive can be contacted on 01482 223783 or if you require any further information please contact us at

Should you wish to apply, please click on the link below and attach your CV with a supporting statement detailing how you meet our criteria and what attracted you to this position.

Applications are to be received no later than 5pm: 20th August 2021

Initial stage is anticipated for;

August 2021 (HS Director)

September 2021 (HOS)

We may depending on applicant numbers close or extend the closing dates for positions; we would therefore recommend early consideration and application.

PFH is an Equal Opportunities employer and values diversity in the workplace.  We welcome applications from all suitably qualified persons regardless of race, gender, sexual orientation, disability, religion/beliefs or age.

Disabled applicants, who meet the essential criteria for the job will be guaranteed an interview.

We are committed to safeguarding vulnerable adults; therefore, clearance from the Disclosure and Barring Service is required prior to appointment.

We understand our obligations under the General Data protection regulation (GDPR) and are committed to processing your data securely and transparently.  Your data (which may include that classed as a special category of personal data) will be processed in line with our legitimate interest to identify suitable candidates for the role, legal requirements or for performance of a task carried out in the public interest. We will treat your data with respect and retain for no longer than is necessary.  For further details and your rights please refer to our Fair Processing Notice (JOB APPLICANT DATA) available on our website.

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