Head of Independent Living – National OperationsSanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. This role leads the national delivery and transformation of operational and change functions across the Independent Living service, driving service excellence, national consistency, and continuous improvement.Salary: £64,224 – £78,015 per year + company car or car allowance (37.5 hours per week)ResponsibilitiesOperational LeadershipLead national operational teams across Lettings, Digital, Maintaining Independence, and Performance, ensuring high‑quality, person‑centered service deliveryDrive service consistency, efficiency and innovation through strong operational planning and executionEnsure operational processes are robust, responsive, compliant and aligned with regulatory and organisational standardsService Transformation & Change DeliveryLead national change programmes that improve the customer experience, streamline processes and support digital transformation across Independent LivingCollaborate to design and implement improved ways of working, embedding a culture of continuous improvementSupport system development, data improvement and enhanced reporting frameworks to strengthen decision-making and service assurancePerformance & QualityLead the performance function to deliver a balanced scorecard across Independent Living, ensuring KPIs, customer satisfaction and compliance levels are met or exceededUse performance insights to identify risks, service gaps and opportunities for improvementOversee quality assurance, audit findings and continuous learning to drive high‑quality operational outcomesCustomer Impact & ExperienceEnsure that customers are at the heart of all operational delivery and change activitySupport the development of customer‑focused solutions that promote independence, wellbeing and tenancy sustainmentPromote best practice in safeguarding, risk management and customer engagementCollaboration & InfluenceWork closely with the Director of Independent Living to deliver organisational strategy and prioritiesCollaborate with regional leaders, Neighbourhood Services, Property, Digital and other corporate teams to enable joined‑up service deliveryAct as a key partner in internal and external stakeholder engagement, representing Independent Living operations at a national levelFinancial & Resource ManagementManage national budgets within remit, ensuring efficient resource allocation and compliance with financial policiesLead and support high‑performing teams, setting clear expectations, nurturing talent and promoting a culture of inclusion, wellbeing and professional developmentQualificationsDegree, management qualification or CIH Level 5 qualification – or willingness to work toward oneProven leadership experience in a national or multi‑site operational environmentDemonstrated experience in service transformation, operational delivery and performance managementStrong understanding of housing, support services or related customer‑facing sectorsEvidence of delivering process improvements and digital changeAbility to build effective relationships, manage risk and influence across diverse teams and stakeholdersCommitment to promoting inclusion, wellbeing and high professional standardsFull valid UK driving licence required for company vehicle usageBenefits25 days annual leave (rising to a maximum of 30 days) plus public holidaysA pension scheme with employer contributionsLife assuranceEmployee advice service including counsellingCycle to work schemeVoluntary health plansEmployee discountsWellbeing support and toolsEmployee recognition schemeStaff networks focused on inclusionEEO StatementSanctuary values inclusion and encourages applications from diverse backgrounds. We will make adjustments throughout your application process in line with our Disability Confident employer status. We are committed to offering an inclusive environment for employees and customers alike. #J-18808-Ljbffr