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Director of Resident Services
Job Posted: 2 days ago
Salary: £ 90,000 - 90,000 / Annum
Job Type: Permanent
Location: Blackheath, London
Expire in: a month
Job Description
Job Title: Director of Resident Services
Location: Blackheath with two days a month at Beckenham site (potential to work from home 1 day per week)
Salary: £90,000 per annum
Job Type: Permanent / Full time
Budgetary Control: Yes
DBS Disclosure: Enhanced
Morden College is an almshouse charity that provides a supportive and enriching community for over 250 older people living in almshouse accommodation across two sites in Blackheath and Beckenham, as well as within our small Care Home. We are committed to enabling our residents to live independent, fulfilling, and healthy lives while receiving the right level of support when needed
About the role
You'll lead care quality and service delivery, shaping the resident experience from application through daily life. You'll drive initiatives that support independent living, working with the property team to future-proof homes through tech and accessibility
About you
Inspirational leadership: a track record of building and developing high-performing teams. Effective communication, recognition, mentorship and development, and building a collaborative environment
Proven ability to engage residents, stakeholders, and partners in meaningful collaboration
A values-driven approach, demonstrating warmth, authenticity, reliability, and accountability
Strategic thinking with experience delivering impactful services, building community culture, ensuring operational excellence, and strengthening partnerships
Strong financial acumen including experience with budget development and oversight. We want you to balance the needs of residents with the organisation's budgetary constraints while identifying opportunities for cost-saving and revenue generation.
Commitment to inclusion, diversity, and equity in service delivery and engagement to ensure that both residents and staff feel respected, valued, and empowered
Analytical mindset with experience in monitoring, evaluating, and improving service effectiveness. We want you to use data-driven insights to achieve sound decision-making and a focus on continuous improvement
Excellent communication and presentation skills to engage and influence residents, colleagues, and stakeholders, driving action, trust, and change
Knowledge of health and social care frameworks and best practice for supporting older adults. You will need to ensure that services are delivered effectively, ethically, and in compliance with all regulations and standardsDuties and Responsibilities
Leadership and Strategy
Contribute to overall strategy as part of the Senior Leadership Team
Develop and implement strategic plans for resident services aligned with organisational goals
Lead with a technology-first approach, focusing on systems and CRM development
Broaden resident diversity and strengthen local outreach
Build partnerships with charities and public sector organisations to expand impact
Work with Sustainability and Impact Lead on resident engagement and co-production
Collaborate with Head of HR to build and support a high-performing teamResident Services & Care Quality
Oversee Resident Services team, ensuring resident-focused, co-produced services
Develop properties as sustainable, tech-enabled homes in collaboration with Property Team
Strengthen resident communications and marketing with Communications Lead
Capture data and measure impact with Sustainability and Impact Lead
Provide strategic leadership to Head of Care Quality for compliance and service excellence, aiming for CQC 'Outstanding'
Maintain a Knowledge Bank to support resident access to external resources
Ensure regulatory compliance and implement quality assurance programs
Submit required reports and promote a safe, inclusive resident environmentOperational and Financial Oversight
Develop and manage budgets with Finance Team, ensuring sustainability and performance
Maintain a fair and sustainable charging structure
Participate in on-call rota and ensure safe, accessible facilities
Support ESG goals across operationsCommunity Outreach and Stakeholder Engagement
Represent the organisation in community and industry forums
Build relationships with healthcare, social services, and community partners
Advocate for residents' voices in decision-making processesImpact and Reporting
Collaborate with Sustainability and Impact Lead to monitor service impact
Gather resident feedback and report regularly to trustees and stakeholdersCrisis Management and Risk Mitigation
Lead crisis response to ensure resident safety and protocol adherence
Develop risk management strategies to protect residents and staffEducation and Experience
Bachelor's degree or equivalent
Experience of working with diverse stakeholders in a charity or similar organisation
Experience in a leadership role, with at least 5 years of experience in managerial positions
Knowledge of CQC, and local regulations pertaining to resident services, healthcare, and social services
Experience with budget management, resource allocation, and financial oversightPlease click the APPLY button to submit your application for this role
We will also consider prior job titles of Resident Services Manager, Community Engagement Director, Resident Relations DirectorBefore You Apply
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