Head of Resident Experience - Joseph Rowntree Housing Trust

Key Responsibilities

• As a member of the leadership team within the Housing and Communities Directorate, work collaboratively with other Heads of Service and key stakeholders to deliver the strategic objectives of JRHT.
• Develop and review policies, procedures, marketing strategies, ensuring that they are up to date, legally compliant and meet the needs of our residents and wider communities. Implement policies effectively, ensuring that all colleagues are fully trained and understand their responsibilities.
• Ensure that all policies and procedures relating to the smooth operation of the Post Office located in the Folk Hall are delivered and monitored accordingly.
• To set the objectives for the team aligned to the delivery of the strategic objectives of JRHT.
• Develop and maintain strong networks and relationship with colleagues across JRHT and external organisation to ensure excellent service delivery and maximisation of the use of the Folk Hall and its resources.
• Promote and safeguard the welfare of residents and ensure appropriate safeguarding referrals are made to the relevant authorities where adults or young people are at risk.
• Maintain robust business continuity plans and perform all required emergency planning actions in the event of an emergency.
• Lead and motivate teams across all locations, promoting a culture of excellence and continuous improvement and ensuring that colleagues have the knowledge and skills to perform their roles effectively, through performance appraisals and constructive feedback.
• Develop, implement and maintain effective learning and development and successions planning strategy for the service.
• Develop and implement comprehensive strategies to address the needs of adults, including identifying gaps in services, forecasting future demands, and setting goals for service delivery.
• Responsible for partnership work with external contractors to provide a service to deliver the Tenant Satisfaction Survey, analyse the results and provide feedback to Director of Communities