The Role
Cairn Housing Group
Director of Customer Services
£76,954
Scotland
A national organisation making things happen locally.
Cairn Housing Association is a not-for-profit charity and registered social landlord operating nationally across Scotland, committed to their mission of providing quality, safe, affordable homes and services, in their communities and with key partners throughout Scotland. With its origins in Royal British Legion Housing, and as an independent organisation for 30 years, the Cairn Housing Group includes Cairn HA, Ancho and commercial subsidiary Cairn Living. The Association partners with 24 local authorities to deliver affordable housing and support key services within its communities.
Cairn Housing has developed over 1,000 new homes across Scotland since its formation and has grown through partnerships and transfer of engagements with other associations. With Ancho, the Group now owns and manages around 4,000 homes, and provides factoring services to 700 private owners and delivers several support services through the housing services teams. Cairn has achieved numerous best company awards and customer service excellence awards, and it’s clear to see that the 180 staff are committed to the Groups vision of “Great Homes, Great Services and Great People”.
Cairn has recently gone through a significant restructure which has created the Customer Services Director position, and we are searching for an experienced and skilled leader who can collaborate and work with energy, pace and ideas to ensure high quality and high performing customer services throughout the Cairn Group. The Director will also provide key strategic input to business plans and drive a values-based, outcome-focused culture and service.
Future partnerships and developments will see the Cairn Group continue its growth. Innovation will be key to continued quality, and the new Director of Customer Services will play an important part in the future of the organisation. As well as the core housing tenancy, income and housing needs service, this post will also hold responsibility for the customer contact centre and for developing new service models and integrating digital services.
The appointed candidate will have strong customer service and housing management experience within social housing and be able to work in collaboration with executive team colleagues and key partners. They will also have a track record in service improvement and innovation whilst evidencing leadership and project management experience.
Further information is available as follows: