Head of Intensive Customer Support

Job title:

Head of Intensive Customer Support

Company

A2Dominion

Job description

Head of Intensive Customer Support
Salary: £74,284 – £80,000 dependent on experience
Location: Ealing/Staines office base with hybrid working
Contract: Permanent, 35 hours per weekDBS check required: EnhancedAbout us
We’re a UK housing association committed to a new vision – providing homes people love to live in.With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable and private rent, specialist housing services, as well as homes for sale and shared ownership.Our 70,000 customers have diverse backgrounds and levels of income and we’re here to provide all of them with homes that are safe, high quality and sustainable. And with social housing roots going back eight decades, we continue to ensure that every penny of profit we make is reinvested into our charitable social purpose – delivering more homes and better services for customers.We’re also members of the G15, a group of leading housing associations that work together to house one in ten Londoners and tackle the housing crisis.Role Overview
We are looking for a Head of Intensive Customer Support (ICS) to create and lead a fantastic new team. The Head of ICS will lead a multidisciplinary team to design and implement a flexible support hub framework/toolkit which provides inhouse wrap around intensive support and relevant external signposting for customers facing complex challenges.The successful candidate will bring together existing teams to create a new structure, case management and referral systems to deliver excellent tenancy sustainment, improves customer satisfaction and promotes safer communities through compassionate, proactive, and tailored support.Key responsibilities:

• Management responsibility for six direct reports and leading a team totalling 40 people in the areas of anti-social behaviour, safeguarding, tenancy sustainment, intensive housing management and community investment
• Develop and implement an intensive customer support strategy and structure, aligned to the organisation’s mission, objectives, and values, and that meets our regulatory requirements
• Design a mission statement and brand that complements the services you deliver for customers and portrays how you want to be known within the organisation
• Lead the design, rollout, implementation and ongoing enhancement of a referral and intensive support and proactive case management system that is data-led, emphasising ease of use and accuracy
• Use customer feedback, insights and data to assign resources and services and to continually improve the support offer
• Monitor and identify improvements needed to meet/exceed KPIs and TSMs and report progress to relevant committees, EMT and Group Board
• Lead the ASB Resolution Team to develop and deliver proactive, community-based approaches to reduce ASB, creating safer environments for customers
• Develop a real-time reporting mechanism and dashboard that tracks ASB performance, interventions, outcomes, and customer feedback and uses data to shape and target the service
• Lead the team to provide targeted support to prevent tenancy failure and create communities where people want to live
• Develop the overall sustainment offer, working collaboratively to ensure a seamless experience for customers
• Use data to address emerging trends or issues and improve satisfaction and tenancy sustainability
• Lead on safeguarding across the organisation, prioritising customer safety and compliance with statutory obligations
• Ensure the referral system assesses risk and escalates safeguarding cases quickly and efficiently
• Act as the organisation’s senior representative in partnerships with local authorities, charities, social services, and health providers, strengthening support networks and referral pathways
• Engage with customers, resident associations, and community groups to understand needs and develop responsive, community-focused solutions
• Identify and mitigate risks ensuring strict adherence to regulatory requirements
• Conduct regular audits and reviews of the service and system to ensure compliance, accuracy and security

More about you

• Educated to degree level, or equivalent experience and/or qualifications in a field relevant to intensive support services
• Has or is willing to work towards Level 5 housing qualification
• Experience of working with customers with a diverse range of needs, and managing risks associated with the delivery of intensive support services
• Experience of creating and managing multi-disciplined teams
• Ability to plan and monitor budgets to contribute towards the departments financial planning processes
• Experience of leading projects, adopting a continuous improvement approach, and adapting to change
• Excellent written and verbal communication skills including the ability to make high quality presentations in a variety of stressful environments
• Ability to calculate data and analyse information to draw logical conclusions
• Knowledge of current housing legislation and best practise
• Ability to work with and use multiple programs including, Microsoft Teams, Excel, Powerpoint etc.
• Full driving license and access to a car with business insurance

Choosing us is easyAs an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.We offer a wide range of staff benefits. For this role, these include:

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Flexible working
• Investment in your learning and development.

In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.We also operate a Cycle to Work Scheme whereby employees have access to cycling equipment throughout the year and can pay via monthly salary deductions.Whatever the role, we want you to bring your knowledge and experience to play your part in improving people’s lives.If you require a reasonable adjustment during the recruitment process, please contact our Talent Team to request:A2Dominion Group is a Disability Confident Employer which means that we are committed to employing disabled people and will:

• actively look to attract and recruit disabled people
• provide a fully inclusive and accessible recruitment process
• offer an interview to disabled applicants who meet the minimum criteria for the job
• be flexible with assessing people so disabled applicants have the best opportunity to demonstrate that they can do the job
• make reasonable adjustments as required

At A2Dominion Group, we recognise the positive value of diversity, promote equality and inclusivity in our hiring processes. We always aim to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions, and beliefs.Meeting the role requirementsWe recognise that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, we’d still encourage you to apply and also to arrange a call with one of our recruitment team to discuss your application further at .A2Dominion is proud to be a family friendly employerEveryone is welcome at A2Dominion Group. We know that equality, diversity, and inclusivity make us better. We embrace the unique contributions of our people and seek to create a workplace where everyone feels like they belong. Find out why our people love working with us.”Join us at A2Dominion, where your expertise will be integral to our recovery journey, creating lasting positive changes in the lives of our customers. If you possess the right motivation and drive to contribute to our recovery and change initiatives, we invite you to apply and be a crucial part of our team.

Expected salary

£74284 – 80000 per year

Location

Ealing, West London

Job date

Thu, 27 Mar 2025 00:10:47 GMT

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