Head of Customer Safety

Strategic business lead for customer safety to ensure legal compliance with all relevant regulations linked to the management of customer safety and our property compliance programmes.  

What you’ll be doing 

• Maintain a robust assurance framework and a rigid performance reporting framework, with clear governance and accountability measures, as well as ensuring high standards of customer case, value for money and legal compliance.   

• Deliver accurate and timely reporting of performance against key risks for scrutiny by the senior leadership team and Board.  

• Lead and motivate a team of customer safety compliance professionals to deliver consistent performance across all areas of landlord compliance.  

• Embed a culture of customer safety throughout the business, ensuring delivery of our strategic and policy objective across teams, providing leadership, representation and positive collaboration both internally and externally at internal forums and stakeholder meetings to develop and embed Best Practices.  

• Manage our systems and data to ensure high levels of assurance and to support performance reporting. As data owner for customer safety data, manage the controls to protect data integrity and put in place suitable internal and third-party checks that confirms our performance.    

• Lead on the development and maintenance of robust policies, management plans and risk management frameworks, and the subsequent monitoring of their delivery.  

• Support systems and process improvements and development including innovation that improves efficiency and effectiveness.  

• Be responsible for budget setting and monitoring of spend, including supporting monthly reconciliation of accounts and supporting the rents and service charge team.  

• Support the team to produce timely specification and procurement of contractors to support service delivery, including s20 consultation.  

• Ensure that our contractor performance management framework is embedded and followed, including performance reporting against KPIs.  

What you’ll need  

• Educated to degree level or equivalent or having a minimum Level 4 qualification in housing or Level 4 Diploma in Asset and Building Management Compliance.  

• Chartered Membership of CIH, CIOB or ASCP  

• NEBOSH Certificate in Risk Management or similar.   

• Current knowledge of the legislative framework relating to gas servicing, electrical installation, legionella prevention, with asbestos and lifting equipment.  

• Knowledge of project management principles in a building / property related field.  

• Extensive knowledge of relevant health and safety issues within the customer and building safety field.  

• Experienced at providing motivational leadership.  

• Demonstrable experience of good data management, governance, analysis, and reporting.  

• Excellent communication skills and able to influence for change across departments.  

What we need from you 

• A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing  

• A passion to advocate on behalf of people and communities  

• A commitment to work in partnership with others for the benefit of Great Places 

• A commitment to continuous learning and improvement 

• Ability to work flexibly and when needed outside normal working hours to ensure service continuity 

• An ability to work in uncertainty. 

• To be professional and work with integrity, inclusivity and respect for diversity   

What we give you in return for your hard work and commitment 

• Pension ¦ DC scheme (up to 10% contribution from both colleagues and Great Places)  

• WPA ¦ Healthcare auto enrolled at no contribution level with £1250 of savings available  - option to increase & add family members 

• Ways of Working ¦ We offer some hybrid and flexible working  

• Annual leave ¦ Start at 26 days annual leave, increasing up to 30 days within 5 years + Bank Holidays 

• Reward & Recognition ¦ You Count Rewards are individual reward’s for going ‘above & beyond’   

• Professional fees ¦ The business pays the cost of one professional role related membership fee for each colleague 

• The Market Place ¦ High street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more 

• Health and Wellbeing Initiatives ¦ Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing 

Interview details

The expected interview date will be 22/04/2025 or 23/04/2025, subject to availability.

The interview will include both a presentation and a standard Q&A session, followed by an informal meet-and-greet with the team. Further details will be provided in advance.

INDHIGH