Head of Operations Services (FTC, up to 12 months) (Trowbridge)

What impact could your leadership make on the next chapter of our customer experience? At Selwood Housing, we're looking for a leader who can build on strong foundations, inspire excellence and help shape the future of our customer experience. As Head of Operations Services, you'll shape how customers experience Selwood Housing, leading our repairs, customer services and complaints teams to deliver exceptional services, drive meaningful change and create lasting impact for the communities we serve. This fixed-term opportunity offers the chance to make a significant impact during an exciting period of transformation. Working closely with the Group Operations Director and senior leadership team, you'll lead some of our most critical customer-facing services, driving performance, service improvement and operational excellence. A key focus of the role is the leadership of our responsive repairs and voids services, overseeing the delivery of around 24,000 repairs each year and ensuring homes are maintained to a high standard for our customers. We're looking for a proactive, visible and performance-focused leader who can motivate teams, hold contractors and colleagues to account, and use data and insight to drive continuous improvement. You'll be responsible for improving productivity, reducing turnaround times, enhancing customer satisfaction and ensuring services consistently deliver strong outcomes. Leading our customer services, responsive repairs and complaints functions, you'll play a pivotal role in shaping how customers experience Selwood Housing. With the autonomy and influence to transform services, champion innovation and deliver meaningful improvements, you'll help strengthen customer outcomes and make a lasting difference to our communities. A housing-related qualification, degree or equivalent professional experience, together with a management qualification at Level 5 (or equivalent experience). *Significant experience leading customer-facing operational services within housing or a related sector at a senior management level. *Experience of driving service improvement, operational performance and organisational change. *Experience of leading high-performing teams across areas such as repairs, voids, customer services and complaints, delivering excellent outcomes for customers. *Strong knowledge of complaint handling, customer feedback and service recovery, including a detailed understanding of the Housing Ombudsman's Complaint Handling Code and its practical application. *The ability to use data, insight and performance management to drive continuous improvement, hold teams and contractors to account, and deliver value for money. *A thorough understanding of housing management, regulatory requirements and the challenges facing the social housing sector. *Excellent communication and stakeholder management skills, with the ability to influence and build effective relationships at all levels. *A current driving licence and access to a vehicle for business use. *The successful candidate will be required to complete Right to Work, DBS and DVLA checks. Our Commitment to Diversity & Inclusion At Selwood, we strive to respect the diversity of our staff. We are a Disability Confident employer and will do our very best to provide any adjustments, access, and equipment you feel you may need throughout the interview process, and during your employment with us. Keywords: Operations Director, Location: