Director of Customer and Property

Do you share our passion for creating a safe, secure, and affordable place for everyone to call home? That's exactly what we're working towards at Affordable Homes. With a fast-growing pipeline, we collaborate with well-known developers, housing associations and public sector bodies across the country to drive new investment into the affordable housing sector.

As part of the wider Legal & General Group, our heritage goes back over 180 years, with a solid reputation as one of the leading financial services groups. We are pioneering institutional investment into the housing sector, whilst providing excellent service and quality homes.

Focusing primarily on the Shared Ownership and affordable rent markets, we strive to be the UK’s leading private affordable housing provider, known for excellent service and quality homes.

Recruiter: Abdul Mannan [email protected] Internal Closing Date: 10/07/24

We’re recruiting for a Director of Customer and Property to join us.

As the Director of Customer and Property, you will spearhead all of the businesses landlord services, responsible for the oversight of customer service excellence and property management.

You'll be a key part of the senior leadership team of the business and will have significant responsibilities for the delivery of services, the management of the homes in which customers live and the neighbourhoods in which Legal & General Affordable Homes holds a stake.

What you'll be doing:

• Develop and implement comprehensive strategies for property management and customer service that deliver excellent performance levels to our customers.

• Lead customer service initiatives to enhance customer satisfaction and engagement. You'll collaborate with cross-functional teams to improve operational efficiency and service delivery.

• Ensure that effective, insightful performance reporting is produced for the business and key stakeholders.

• Manage budgets, financial reporting, and cost control for property maintenance and customer service operations.

• Drive a culture of effective relationship management with the suppliers who act as critical partners to the business.

• Continually promote and ensure compliance with the Group’s Equality and Diversity policy and procedures.

• Ensure compliance with housing regulations and legislation specific to Registered Providers.

• Oversee the maintenance and development of properties, ensuring compliance with safety regulations and sustainability standards.

Who we're looking for:

• A background in management of physical property and ongoing maintenance of assets, and experience in managing a complex customer service environments.
• Have experience of working in a digitally driven environment with a range of channels and partners through which customers consume services.
• Have a track record of Utilising technology and data to shape customer experience, drive efficiency of operation and evolve operating model design.
• You'll have knowledge of developing and sustaining effective customer service strategies in a product and service environment, including understanding of the importance of customer effort, trust and satisfaction.
• Can demonstrate you can deliver maintenance and management of property to ensure commerciality, zero tolerance of failure in Health & Safety and progressive investment in assets to help decarbonise.
• Have experience of working within a regulated environment and including provision for vulnerable customers.
• Have knowledge of effective supplier relationship management in a platform type environment with multiple key partners.
• Be an excellent communicator with strong leadership and a startegtic mindset.

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: 

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes  
• Generous pension contribution  
• Life assurance   
• Private medical insurance (permanent employees only) 
• At least 25 days holiday, plus public holidays
• Competitive family leave 
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice 
• There are the many discounts we offer – both for our own products and at a range of high street stores and online   
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart  

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds, views and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we'd love to hear from you.