Head of Voids

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Sanctuary provide in-house repairs and maintenance services for an extensive portfolio of properties across Sanctuary organisations. As part of a not-for-profit organisation, we aim to achieve outstanding results for our customers based on our values - working in an open and transparent way, creating strong partnerships with our customers and providing a first-class customer service.

We have an opportunity for a Head of Void Performance to join us within Property Services. The successful candidate will be responsible for leading the strategic planning, development and delivery of a high quality voids service ensuring effective delivery of the Group’s operations to ensure that housing operations and customers receive high quality, safe and value for money services that meet their identified needs.

• Lead the preparation of budgets, risk assessments and cash flow forecasts for the end to end Void Service
• Manage implementation to the highest possible quality and standards driving operational and financial performance levels to support improved customer experience
• Lead a programme to review the end to end void performance from customer termination through to re-let including mapping processes
• Engaging stakeholders and managing the implementation of process improvements ensuring they are appropriately embedded and effective and delivering sustained customer and Group benefit
• Continually monitor the delivery of all work and services to the Group's customers and test and challenge the outcomes to ensure that excellent customer services
• Deliver high quality Void Service and programmes within agreed capital and revenue expenditure through effective financial performance/budgetary management to achieve timely completion of projects and value for money ensuring they remain effective and are being operated within appropriate financial policies and procedures
• Establish the role as national liaison for Housing, SSL and Development. Build and maintain effective relationships with internal and external customers and at a national, regional and local level including our supply chain partners, identifying any shortfalls in service delivery, ensuring they are dealt with appropriately and required changes are implemented to reduce future issues
• Audit and review field based performance information (both self-delivery and contractor), to ensure quality of service is maintained and continuous improvement identified
• Periodically review the service and make recommendations for improvement to ensure the quality of the service delivery is improved and value for money is achieved
• Manage, prepare and analyse monthly performance reports to drive and improve service delivery and performance for customers
• Work closely with the regional teams to deliver a nationally consistent high-quality service, sharing best practice and driving continual improvement

• Proven experience of undertaking a similar role within the Property industry managing a housing function
• Robust working knowledge of relevant housing legislation, regulations and good practice
• Experience working on a variety of complex void cases
• Proven experience of implementing strategy within a large, complex organisation
• Proven experience of leading, motivating and performance managing a team
• Proven experience of managing projects with strong project management skills
• Proven experience of producing progress reports, including making recommendations for changes needed to ensure delivery
• Substantial experience of analysing and diagnosing problems and implementing effective solutions

We provide in-house repairs and maintenance for a wide range of properties, as part of a not-for-profit organisation. We foster a diverse and inclusive culture. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine…