Job Description


Head of Service Quality

  • Location:
    Home Based
  • Salary:
    £47,200 - £57,700 + car + bens
  • Employment Type:
  • Hours per Week:
  • Closing Date:
    8 August 2021
Reporting Group:
  • CRE/PfP Scotland

image placeholder

We are Affordable Housing, part of the Places for People Group; we are placemakers; our work impacts on the lives of people across the U.K. – providing homes to live in, communities to retire to, spaces to stay active, supported homes for independent living, and student accommodation. Our places work when they work for everyone.  

How do we do all this? By surrounding ourselves with customer focused people, helpful people and “get things done” people. Our people live and breathe our SPIRIT values; we are the place for spirited people.

So, we want you to join us and the 12,000 other colleagues on our journey; colleagues who have helped us create places, maintain 209,000 homes, manage £4.5 billion of assets, deliver £87.9m social value and teach 80,000 children to swim each week.

More about your role

As the Head of Service Quality you will lead the delivery of efficient, effective, People First and customer focused, service quality to our customers and communities across Scotland. You will be responsible for all out-sourced delivery across c. 8000 properties in Scotland which includes our affordable housing and private rented stock and includes delivery from both internal and external providers. You will be responsible for building strong, collaborative and positive relationships with internal service delivery providers and help to promote innovation, continuous improvement and efficient business processes.

You will monitor the performance of service providers to ensure customers in Scotland receive efficient, effective and customer focused services in line with agreed performance targets and service commitments. You will also be responsible for agreeing areas for improvement when delivery is not meeting service commitments. You will help to develop a culture of collaboration, teamwork and knowledge sharing to deliver end to end.

For more information please download our job profile available on our website.

More about you

We are looking for a customer focused professional someone who has previous experience and expertise of developing strategy for an integrated customer experience across multi-channel touch points. You will need to possess a commercial mindset with a focus on delivering best value services from partners while making sure the very best customer service is delivered. Preference wil be shown to someone with experience of working in a matrix environment and performance managing out-sourced service delivery.

The benefits

Our ambition gives you all the challenge you could wish for and that's why we can offer you tangible and exciting career progression in a diverse and pioneering business.  

Here people can flourish, thrive, better themselves and work in fantastic communities with inspirational colleagues and customers.

We know that there's always more we can do to make you smile, that's why we offer a comprehensive benefits package to help colleagues save money or make their lives a little bit easier; from a pension, generous holiday pay, training, sick pay, and free or discounted gym membership – to a wealth of extra perks including discounts and offers on thousands of retailers, restaurants and leisure outlets and much more.

What's next?

If you meet the criteria and are ready to make the next step in your career then apply following our simple 5 minute application process, upload a CV and a supporting statement which demonstrates how you meet the requirements of the role. If you have any questions please call the recruitment team on 01772 666555.

Please note that we may bring the closing date forward, if we receive a large number of quality applications. If you are interested in this role we would advise applying immediately to avoid disappointment.

If you are using a mobile device such as an iPad then ensure your CV is stored in the cloud, we currently support Google Drive, OneDrive and Dropbox.

Share this page
Share with linkedin
Share with facebook
Share with twitter
Share with email