Person Specification


Education & Qualifications

  • Degree level education or equivalent through relevant training and experience
  • Relevant professional qualification 
  • Strategic and detailed understanding of housing law, and statutory requirements in relation to housing, income management, home ownership and leasehold, and service charges management
  • Up to date knowledge and understanding of relevant industry best practice and the wider environmental challenges

Experience, Knowledge, Understanding

  • Proven experience of operating at a senior level providing housing and income management services, ideally within the housing sector
  • Experience of leading and delivering change management through to successful completion to deliver service excellence
  • Experience of leading, managing, developing and empowering teams and individuals in a changing environment
  • Experience of managing risk, including complex interdependencies and developing successful mitigation plans
  • Proven experience of delivering efficiencies through continuous service improvement through performance-based management in a customer focused service organisation
  • Solid track record of delivering effective customer centred services that work for the business and for customers
  • Proven experience and evidence of collaborative partnership working with internal and external stakeholders to deliver business objectives and outcomes
  • Track record of delivering change and service improvements
  • Excellent track record in delivering high performance and continuous improvement
  • Experience of engaging and working with customers as partners in helping shape and improve services
  • Sound knowledge and understanding of law and best practice relating to income recovery, welfare reform, financial inclusion, home ownership and leasehold management
  • Sound knowledge of service charge management including related legislation and guidance
  • Sound knowledge and understanding of legislative and regulatory frameworks and awareness of current and future challenges facing social housing
  • Experience of working with and reporting to boards and strategic committees
  • Knowledge and experience of leasehold management and service charges, and understanding of leasehold valuation tribunals

Skills and competencies

  • Able to provide strong leadership and demonstrate negotiation, influencing and problem solving skills. Able to effectively motivate others.
  • Excellent IT skills and competent and conversant with Microsoft office applications and the use of bespoke housing software
  • Commitment to resident and community engagement and ensures customers are at the heart of services
  • Demonstrates commitment to delivering excellent customer service
  • Strong business acumen and commercial thinker
  • Excellent verbal and written communicator
  • Good decision maker and ability to resolve individual management issues without delegating upwards
  • Able to understand complex business management information and to demonstrate the ability to interpret and take clear commercial decisions
  • Proven ability to ensure quality standards and performance targets are met
  • Assertive and able to give and receive constructive feedback positively
  • Able to think strategically and maintain focus on the big picture whilst also having a keen eye for detail
  • Produces clear, concise and objective reports, and able to present to wide audiences
  • Effective in organising and prioritising own workload as well as that of the team
  • Able to listen, question, show empathy and relate well to people from diverse backgrounds
  • Able to develop strong and effective partnerships that deliver business objectives and improve performance
  • Uses project and time management skills to deliver work to agreed priorities, deadlines and standards
  • Able to drive or access to transport as required


  • Champions and promotes equality of opportunity for all people in employment and service delivery
  • Demonstrates commitment to excellent customer service in all activities
  • Ensures quality and productivity goals and standards are met, focusing on customer needs and expectation
  • Has creative thought to solve complex problems across the range of organisations activities
  • Sets stretching performance targets for self and team to be top quartile in the sector
  • Shows determination and drive
  • Balances long and short-term objectives and assesses risk in relation to reach agreed targets and objectives


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