Job Description

Interim Head of Leasehold and Income Services

Location: Hybrid working, based in Victoria, London

Westminster City Council is seeking an experienced Interim Head of Leasehold and Income Services to lead and deliver a high-performing service for residents. Working closely with the Director of Housing Services and Resident Engagement, you will ensure the Leasehold and Income Service operates efficiently and effectively while providing exceptional customer service.

This is a hybrid role, requiring regular on-site attendance on a weekly basis.

Key Responsibilities:

Oversee the Leasehold and Income Service to deliver efficient, customer-focused outcomes.

Lead rent and service charge setting processes, including Member sign-off and resident engagement.

Manage relationships with elected Members, senior managers, and external stakeholders, responding effectively to enquiries, producing detailed reports, and briefing notes.

Drive improvements in service delivery by actively seeking customer feedback and applying a commitment to equality and diversity in all aspects of the role.

Ensure compliance with social housing legislation, regulation, and consumer standards.

Essential Skills and Qualifications:

Extensive experience in managing a Local Authority Leasehold and Income Service with expert knowledge of social housing legislation, regulation, and finance.

Proven experience of working within complex services and political environments, collaborating with elected Members, senior managers, and partner organizations.

Strong leadership and stakeholder management skills with the ability to influence and engage effectively through excellent written and verbal communication.

A customer-focused mindset, ensuring services are designed and reviewed from the perspective of residents.

A demonstrated commitment to equality and diversity, showing personal leadership in promoting inclusivity.

Screening Questions:

Do you have significant experience managing leasehold and income services, including leading rent and service charge setting processes with Member sign-off and resident engagement?

Can you provide examples of proactive management of leasehold and income services to achieve exceptional outcomes?

Have you demonstrated significant interaction with Members, including producing briefing notes, responding to enquiries, and writing reports?

Do you have strong communication skills, both written and oral, for effective stakeholder engagement?

Are you well-versed in social housing legislation and consumer standards?