Head of Systemic Development and Delivery

Job Introduction

An exciting opportunity to use your proven experience of delivering and embedding successful service design, development and implementation at a senior level.

The Housing Ombudsman Service (HOS) provides independent, impartial and fair dispute support and resolution services for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents’ lives and landlords’ services.

The Head of Systemic Development and Delivery role sits within the Development function of the Housing Ombudsman Service which is responsible for developing and delivering the Ombudsman’s duties and powers.

As Head of Systemic Development and Delivery, you will be a member of the Senior Leadership Team, and will be responsible for providing senior leadership to teams responsible for our insight and spotlight reports, our annual complaints review, the effective running of our centre for learning, our membership activity and monitoring landlord compliance with the Complaints Handling Code. You will be responsible for achieving maximum impact against the Ombudsman’s desired sector improvement outcomes through the interaction of their related powers and assurance over how they are being exercised. Specifically, your remit will include:

• providing advice up to the Ombudsman including systemic product development and selection using thematic insights, how to maximise the impact of the Ombudsman’s powers through effective integration to achieve their desired outcomes, and proposing a multi-year intervention programme; 
• designing new systemic reviews, reports and services including learning tools for the organisation to maximise our duties and powers and working with operations teams to implement;
• leading, managing and developing the systemic development and delivery team, ensuring service area outcomes are delivered; and
• developing effective relationships and collaborations with external stakeholders, representing, and advocating for, the Housing Ombudsman Service.

Core requirements, which ideally will have been gained within the social housing, regulation and / or Ombudsman sectors, for this pivotal leadership role include:

• demonstrable experience of delivering and embedding successful product and service design, development and implementation at a senior level;
• proven experience of impactful collaboration at a senior level, both internally and with external stakeholders;
• demonstrable experience in research commissioning and techniques; and.
• a track record of successfully leading at a senior level, managing managers and ensuring staff development across a service area  

If you’re looking for an opportunity to play a pivotal role in developing and delivering the Ombudsman’s duties and powers to deliver sector improvement outcomes, it’s an exciting time to join us and to contribute your skills to making a difference for millions of households.

CLOSING DATE: 23.59 on Sunday 20th September

INTERVIEWS: w/c 5th October

PLEASE NOTE: Following unprecedented interest in our vacancies, we reserve the right to bring forward the closing date (close it early). The role will be closed to new applications immediately if / when we receive 100 applications or at the stated closing date – whichever occurs first. Applications after the role has closed cannot be accepted. We therefore strongly recommend applying as soon as possible.

The postholder should strive at all times to adhere to the Housing Ombudsman Service values of learning, excellence, openness, and fairness.

HOS is committed to equality of opportunity in all its practices, policies, and procedures. It is our intention to promote a working environment that is free from harassment, bullying, victimisation or discrimination, where everyone is treated with dignity and respect. We expect all staff to behave respectfully with courtesy and consideration, whilst carrying out their duties.

At HOS we have a Conflicts of Interest policy, designed to protect the integrity of the HOS decision-making process, to enable our stakeholders to have confidence in our integrity, and to protect the reputation of staff and non-executive members. All new staff and non-executive members of HOS should declare immediately and take actions to avoid any conflict of interest

If you have any questions regarding this vacancy, please email recruitment@housing-ombudsman.org.uk