Hours: 40 hrs per week: 8:30am to 5:00pm

Location: Brighton (Hybrid Working – Home based with regional travel)

Closing Date: 11 September 2025

External Stakeholders

• Tenants, Area Managers, Support Workers, Local Authorities, Helpdesk & Third party vendors.

Internal Stakeholders

• Head Office Staff support functions; Housing Support Officers and Team Leaders; Senior Management Team

Job Role

To provide both operational and strategic leadership in developing Myshon as an innovative and outstanding service provider.

Develop relationships with local housing options teams, commissioners and partners to grow and build Myshon Nationally.

As a leader, develop and nurture a team whilst driving high levels of productivity to ensure that work is delivered to a high quality.

Key Responsibilities

• Work closely with Directors to oversee daily business operations and proactively recommend improvements to the company’s performance.
• To provide continuous service improvement to meet challenging targets and to obtain the best value for customers, working in partnership with stakeholders, external partners and colleagues.
• Responsible for carrying out generic housing management activities including void management, property inspections, Fire Safety Management, customer involvement, income management, lettings and other related tasks.
• Manage risks and ensure that business operations are compliant with housing laws and recommendations; continuing to study legislation related to the industry for new regulations
• Manage and monitor the delivery of 2-3 hours of support to all tenants each week.
• Direct, Support and lead with Operational Safeguarding process & procedure (Tenant & Staff Welfare & Safety)
• Support and assist the Regional Managers to identify, develop and implement service and contract improvements including key performance improvements, quality of service provision and customer satisfaction.
• Support our Regional Managers as they continue to connect with a range of local stakeholders to ensure the needs of local people are met and to signpost our customers to our varied access channels within the wider community, whilst improving their access to our range of services.
• Ensure that all services are person-centred, values based and have effective systems in place.
• Liaise with different departments to improve performance and work efficiency and conduct regular audits to ensure compliance.
• Plan and implement internal and external communications and the collection of customer reviews and feedback.
• Support the development of and compliance with company policies and procedures.
• Contribute to the effective running of the service through active participation in meetings and development events as required.
• Direct and engage with internal departments to develop compliant Induction and training plan for all Operational staff.
• Proactively support and advise with issues of ASB, harassment and criminality, maximising early and successful resolution of cases and ensure that related customer or service complaints are appropriately investigated, resolved, and responded to within timescales
• Lead and support with investigations and staff management queries working in partnership with HR.

Accountabilities

• Achieve and maintain occupancy levels to at least 85%
• Ensure the properties are ready for occupancy, adopting all Health & Statutory Compliance and fit for purpose.
• Achieve and maintain Voids Inspection levels at 99%
• Achieve and maintain Property Inspection, Fire Safety Check levels above 95%
• Ensure Support Hours are delivered and maintained at 98%

Key Qualities

• You will have commercial experience, the ability to spot an opportunity, and the drive and ambition to deliver our plans for growth and development.
• Able to demonstrate a proven passion for delivering excellent customer service and a genuine desire to help tenants.
• You will also have effective relationship, negotiation, conflict resolutions skills and the ability to self-manage and prioritise.
• Proven experience as a senior leader in Housing (or similar related services) and a track record in service delivery and driving continuous improvement.
• An excellent track record in developing and overseeing outstanding support for people facing homelessness (or a related areas) such as supporting people to move on to their own accommodation, gain independence and/or reintegrate them back into a community setting.
• A strong and visible leader able to demonstrate day-to-day delivery which reflects the common value base of the organisation and you will be able to motivate and inspire others. Able to inspire and foster a team-oriented environment, empathetic and a real people person, committed to equality and diversity.
• Strong stakeholder engagement skills and ability to collaborate and work in partnership, ideally with other providers including substance misuses, mental health and offending services.
• Substantial operations and commercial acumen and first class influencing and communication skills, able to engage at all levels and be a true ambassador.
• A collaborative and supportive management style with a strong emphasis on employee engagement and a personal commitment to tenant/customer involvement
• Proven at leading multi-disciplinary teams at a senior level, track-record of delivering high quality housing, or related, customer services.
• Strategic understanding, ability to make clear decisions around complex issues.
• Creative and innovative, encourages fresh thinking and challenges the norm to best meet customers/tenants’ needs.
• Driving license
• An understanding of housing management, housing law, universal credit, welfare benefits and how this relates to the work of a housing provider.
• Understanding or knowledge of legal frameworks relating to housing and customer services.
• Strong financial acumen, having managed significant budgets.
• Track record of delivering results, transformational change and continuous improvement.
• Experience of planning, managing and effectively executing complex projects.
• Chartered status or degree in a relevant discipline is desirable but not essential
• 24 hour Employee Assistance Programme
• Employee Referral Scheme
• Life insurance 4 x annual salary
• Lone worker safety device designed to protect individuals working alone

(The above outlines the main duties and responsibilities of the position, however, this cannot be comprehensive and other duties, as directed by the company and within the role holder’s capabilities may be required).