Black Country Housing Group owns and manages 2,246 homes across the Black Country and Birmingham. We are a community-focused social business that has built an excellent reputation over the last 50 years. Alongside our role as a social landlord, we also provide a diverse range of support to our communities. As well as our general needs housing these include retirement and supported living, residential care, homes and support for former rough sleepers and care leavers and employability, financial and digital inclusion projects.

We often describe ourselves as a ‘people business’, so it should come as no surprise that first-class customer service is an absolute priority. That’s why we have created this new role on our Executive Team – a fantastic opportunity for an experienced housing leader to be a champion for the customer voice and inspire high performing, customer-focused teams.

Leading our Customer Services Directorate, your full portfolio will include:

• Housing Management
• Repairs and Maintenance
• Asset Management and Compliance
• Registered Care Services including a registered care home and registered Supported Living services
• Social Business Team / Community Investment

And, as a member of our executive team, you will also play a key role in shaping the strategic direction and vision for the future, ready to be a visible and accountable leader within the organisation - modelling our values and promoting a ‘one team’ approach.

It’s an opportunity that will suit someone with proven experience of leading customer-facing teams and who has direct experience across numerous affordable housing and customer service delivery areas. You should already be accustomed to working with a Board and have a detailed understanding of the evolving regulation environment within the sector. Most importantly, you will be enthusiastic about change in pursuit of enhancing customer service and outcomes and have a clear (and tested) appreciation of how to deliver exceptional resident focused services in a multi-disciplinary setting.

Please visit www.emaconsultancy.org.uk to find out more.

For a confidential discussion please contact Ian Robertson at ema on 07947 126329.

Closing date: noon, Monday 28 April 2025