Resident Services Manager

Why Southwark?

Southwark Council is committed to being a Good Landlord and delivering high-quality, resident-focused housing services across one of London’s most diverse boroughs. We are seeking an experienced and forward-thinking Resident Services Manager to play a pivotal leadership role in shaping neighbourhood services and improving outcomes for our residents.

This is a senior operational and strategic role, sitting at the heart of service delivery and service design, with real influence over how housing services are experienced across the borough.

What You'll Be Doing

As a Resident Services Manager, you will provide leadership and direction to teams of Resident Officers, ensuring consistently high standards of estate management, customer service and neighbourhood engagement. You will translate strategic priorities into effective frontline delivery, driving performance, innovation and continuous improvement.

You will be responsible for:

• Leading the development and delivery of comprehensive service plans that translate strategic objectives into tangible improvements for residents.
• Managing people, performance, resources and information to exceed service targets and deliver high-quality neighbourhood services.
• Motivating, developing and supporting teams of Resident Officers as neighbourhood champions, embedding proactive, resident-led approaches.
• Embedding a strong and sustainable culture of customer focus, ensuring services are accessible, responsive and relationship-driven.
• Ensuring robust enforcement of tenancy and leasehold conditions, supported by appropriate training and professional development.

What We're Looking For

You will be a confident, inclusive and politically aware leader with a strong background in housing or local authority services. You will bring:

• Degree-level education or equivalent experience, with evidence of continuous professional development.
• Strong knowledge of current issues affecting local authorities and social housing.
• Proven experience leading teams within a performance-driven culture.
• A track record of delivering significant service change and improvement.
• Experience managing large budgets and complex resources.
• Strong strategic thinking skills, with the ability to balance long-term vision and operational delivery.
• Excellent communication and stakeholder management skills, including working with residents, councillors and partners.
• A clear commitment to equality, diversity and inclusive leadership.

Additional Information

Closing Date - 11th January 2026

Shortlisting Date - 14th January 2026

Interview Date - 21st January 2026

Benefits and more information:

In your role, we want you to feel supported, challenged and rewarded. You will benefit from our family-friendly policies including flexible working, home working, and a local government pension scheme, plus many other staff benefits. You will join a motivated, driven and supportive team that strives for excellence and values its members. You will also be part of a successful and high-achieving development team that is making a real difference ato the lives of residents in the borough. For more information about the wide variety of benefits you can take advantage of please visit our Staff Benefits page.

Attachments

• Click here to view the Job description and Person specification