Interim Partners Header
Interim DLO Transformation Director
Location:  England, South West England     Salary:   Negotiable

My client, a housing association in the South West of England, is looking for a highly experienced DLO consultant/Interim to carry out a critical piece of transformation work.

The brief is to review the whole DLO enterprise, including (but not limited to):

  • Ambition and purpose of the DLO, putting the customer at the centre of the offering
  • The structure - is it orientated around the customer?
  • Ways of working and behaviours that reflect a distinctive performance culture
  • KPI's / metrics
  • Best use of mobile technology (recently gone live on Open Housing)
  • Quality of work
  • Regulatory, legal, audit and best practice standards and requirements, including health & safety
  • Repairs based complaint handling
  • Level of service provided to customers

The interim will have a significant track record of change leadership, including; reviewing current business operations, providing recommendations for future state and delivering the chosen outcome through directing cross-functional teams.

They will have a background in service delivery in a commercial, customer-centric business. Experience in a private B2B support services organisation would be welcomed, as well as Housing association DLO experience, either directly or through 3rd party activities.

A genuine passion for customer experience and comfort with mobile technology is essential.

Interim Partners Footer