Head of Housing & Customer Services

Head of Housing & Customer Services – ema consultancy

Role Overview:

Our purpose is to help aspiring homeowners and renters find a place to call home. Over the past decade, Heylo has grown to become one of the UK’s leading Shared Ownership providers. We work in partnership with national, regional and local house builders, as well as local authorities, estate agents and wider stakeholders, to deliver affordable homes through innovative home‑moving schemes including Home Reach and Your Home.

This role is responsible for managing two teams that handle all incoming contact from our 11,000+ shared‑ownership customers, as well as leasehold housing management, arrears and complaints. Reporting to the Director of Property Management, you will oversee a range of tasks including tenancy management, repairs, complaints and arrears, aiming to deliver the highest possible levels of tenant satisfaction and performance.

Sector‑leading customer satisfaction is an absolute priority, and you will ensure a responsive, customer‑focused and fair service in every scenario, underpinned by a strong culture of continuous improvement. You will also lead an exciting project to bring customer contact in‑house, including business planning and the recruitment, training and development of a new team.

• Lead and develop the two teams handling customer contact and leasehold housing management.
• Oversee tenancy management, repairs, complaints and arrears, ensuring high levels of tenant satisfaction.
• Plan and manage the project to bring customer contact in‑house, including recruitment, training and development of a new team.
• Maintain and improve a culture of continuous improvement and service excellence.

• Extensive experience managing and leading across a range of housing management services, including income and arrears, ASB and general tenancy management.
• Comprehensive grasp of housing legislation, tenancy management and social housing regulation.
• Highly organised, motivated, with excellent communication and software skills, able to manage competing tasks and deadlines.
• Membership of CIH or equivalent desirable.
• Good proficiency on MRI Qube and/or Zoho Desk.

For a confidential conversation about this role, please contact Ian Robertson at ema on .

Closing date: 25 January 2026