Director of Communities and Customer Service

Leicester, Leicestershire
Closing date
12 Nov 2021

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Community and Customer Services, Housing / neighbourhood management, Tenant services, Executive & Senior, Senior management
Full Time
Organisation Type
Housing association / RP
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Job Details

emh group is one of the largest housing and care service providers in the country, with over 1,100 employees and more than 20,000 homes across 45 local authorities.

This is a new leadership role within the Group – created to deliver a great service to all of our customers by developing our customer service offer. This will embrace both digital services and front-line housing management as well as community-based service delivery. You’ll play a vital role in promoting and embedding our ‘one emh’ approach that will achieve more integrated service delivery and a better customer experience. It’s the ideal time for someone with a clear vision of what great customer service looks like to join an organisation that is committed to making it happen.

We know that digital innovation will be at the centre of this change, but we also appreciate that it’s about more than shifting current processes online. Cultural change will be equally as important as making better use of technology, so it’s essential that you can win people’s attention and support to build momentum behind a transition to more agile ways of working. You’ll be leading staff across a wide range of services, including sheltered schemes, care provision, supported housing and our contact centre. It demands a versatile and adaptable leadership style, and the ability to get under the skin of the shared challenges of different service areas, as well as the points of difference.  And as part of emh Homes’ management team, you can also expect to play an involved role in corporate initiatives and projects.

We’re looking for someone who shares, and can promote, our core values of Integrity, Diversity, Openness, Accountability, Clarity and Excellence, and who has a clear sense of how these can manifest themselves in the services we provide to customers. We expect that you’ll already have management experience within the social housing sector and that you have a thorough grasp of the recommendations of the social housing white paper 2020, and evolved ideas on what these look like in practice. You should also be able to demonstrate a track record of leading change and measurable organisational improvement.

Please visit to find out more.

For a confidential discussion or more information please contact Anne Elliott at ema on 07875 762029. No agencies please.

Closing date: Friday 12th November


ema consultancy is all about people – and the organisations they work in, and the organisations they lead.

We provide a range of services to ensure our clients attract, retain and develop talented people who match their values and culture.

We do this through a range of services, including pay and reward reviews, coaching recruitment for board and executive roles, learning and development support and structure recommendations following merger or other significant change.

You might need us as you are unsure of the best package to attract your next board chair, or perhaps as you are considering merger and need to understand what your ideal new employee structure should look like. You may be seeking support if a colleague has to take unexpected leave or a second expert opinion during difficult times such as disciplinary or employee relation issues. We can also offer quick turnaround upper and lower quartile benchmarking reports for individual posts.

Whatever you approach us for, you can be confident that we’ve been making a positive difference to our clients for more than 13 years. Contact us to see how we can make a difference to your organisation.

Find Us
01926 887272
13 Dormer Place
Leamington Spa
CV32 5AA
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