New Homes and Customer Care Manager

NHG is seeking an exceptional individual to fill the newly created role of New Homes & Customer Care Manager. This role leads two distinct functions: 1. The New Homes Project Management function is tasked with ensuring we design, build and finish homes to a standard we can be proud of 2. The newly formed Customer Care function is responsible for ensuring that the customers moving into our new homes have the information and tools to use their homes, and for moving swiftly to deliver positive outcomes when things go wrong. You'll be the voice of our Operational colleagues (your 'client teams') and our new customers, ensuring that internal decision making reflects their experiences and feedback. You will work across multiple business areas, interacting directly with subject matter experts (both internal and external to NHG). You will ensure that when our homes are ready for occupation, they are going to meet the expectations of their occupants and of our colleagues that manage them. This is a crucial role, and it requires someone personable, efficient, and strategic that can come and own it. You'll report to the Head of Placemaking Strategy & New Homes whose remit spans the entire new-build project lifecycle, ensuring that our new homes and places are located, designed, finished, and maintained with our communities & customers in mind. Your two teams will consist of circa 12 talented staff, and you'll directly line manager up to 7 of them. Knowing how to recognise and deploy their knowledge and experience will be critical to achieving success in your role. How you'll do it This is a new role at NHG but incorporates pre-existing functions (New Homes Project Management AND Customer Care) to bring about a more cohesive, consistent, and cost-effective way to oversee the project lifecycle. Like many in the Housing sector, we have shifted our corporate priorities goals toward investing in existing homes, but with over 2000 new homes completing in the next few years (and a consistent pipeline beyond that) we still have plenty of opportunity to deliver positive change. Your primary purpose will be to bridge the gap between the Operational businesses at NHG and the Development team tasked with delivering our new homes. We have a well-established and successful way of doing this, but you'll bring your own ideas to the table to help us be more effective and ensure we are focussing our energy on the things that matter most to our new customers. You'll spend most of your time driving continuous improvement, influencing change, and supporting your team to solve issues quickly and with a minimum of fuss. You will be trusted to make interventions when things go wrong and will have authority to spend money (where appropriate) to ensure we are meeting customer expectations. In return, you'll need to manage risk effectively, be resourceful and learn quickly from your mistakes. Success in this role looks like a continually improving new customer experience, a team that is thriving and group of client teams that value the service you provide to them. To ensure you keep up to date with client expectations, maintain a strong profile and support your people, you'll spend at least two days a week (currently Wednesday & Thursday) in the office with your teams and commit to undertaking regular site visits across London.

Are you an experienced people or project manager looking for a fulfilling and rewarding career opportunity working for an employer that genuinely cares? Are you passionate about leading people and making a meaningful difference to the experience of Londoners?, We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation. You will have an unwavering commitment to the customer, will be energetic and highly motivated and take a flexible approach to your work. You'll need to believe wholeheartedly in the benefits of taking a human-centred approach to your work, and you'll need to be comfortable challenging the status quo where you see opportunity for improvement. Essential (the things we think you need to hit the ground running in this role):

• Demonstrable experience of managing a team or a service.
• Experience in using project management principles to manage a project or task effectively.
• An engaging, concise, and confident communication style which adapts to the audience.
• A proactive, can-do attitude toward problem solving, and a willingness to go 'above and beyond' to deliver a positive outcome.
• The ability to learn quickly, prioritise effectively and be resilient.
Desirable (the things we think will help you in this role):
• A working knowledge of the new-build development lifecycle (or ability to convince us you're eager to learn fast).
• Membership to a professional body and/or a formal project management qualification.
Accepted degree subjects

Notting Hill Genesis is one of the largest housing associations in London and the Southeast, providing over 60,000 homes and employing over 1,500 staff. We provide homes across a range of tenures and are committed to delivering affordable housing to all. We value and respect difference, and we are committed to building an inclusive culture by creating an environment where you can balance a successful career with your commitments and interests outside of work. We support flexible working arrangements that foster collaboration, combined with the power of in-person interactions. Our optimal balance of three days a week in the office or with customers/clients ensures we're at our prime, crafting exceptional customer experiences and achieving outstanding business outcomes. Some roles lend themselves to flexible options more than others and we are open to discussing agile working opportunities during the hiring process.


• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and much more.
• Interest free loans - season ticket loan, tenancy deposit loan and training loan
• Cycle to work scheme.
• Life Assurance x 4 annual salary