Head of Independent Living - National

Sanctuary manages rented and shared ownership homes and supports community initiatives for thousands of customers across England. Our staff help make a real difference to the quality of people’s lives.

 

Head of Independent Living – National Operations

 

Homeworking

 

£64,224 - £78,015 per year plus Company car or car allowance

 

37.5 hours per week

 

We have an exciting opportunity for a Head of Independent Living – National Operations to lead the national delivery and transformation of operational and change functions across our Independent Living service.

 

This role will not oversee Neighbourhood Services. Instead, it will play a pivotal leadership role, driving service excellence, national consistency and continuous improvement across Lettings, Digital, Maintaining Independence and Performance.

 

The postholder will ensure our operational systems, processes, and customer‑facing functions are efficient, future‑ready, and centered around enabling customers to live independently, safely and with dignity.

 

The role of Head of Independent Living – National Operations will include:

 

Operational Leadership

• Lead national operational teams across Lettings, Digital, Maintaining Independence, and Performance, ensuring high‑quality, person‑centered service delivery
• Drive service consistency, efficiency and innovation through strong operational planning and execution
• Ensure operational processes are robust, responsive, compliant and aligned with regulatory and organisational standards

 

Service Transformation & Change Delivery

• Lead national change programmes that improve the customer experience, streamline processes and support digital transformation across Independent Living
• Work collaboratively to design and implement improved ways of working, embedding a culture of continuous improvement
• Support system development, data improvement and enhanced reporting frameworks to strengthen decision‑making and service assurance

 

Performance & Quality

• Lead the performance function to deliver a balanced scorecard across Independent Living, ensuring KPIs, customer satisfaction and compliance levels are met or exceeded
• Use performance insights to identify risks, service gaps and opportunities for improvement
• Oversee quality assurance, audit findings and continuous learning to drive high‑quality operational outcomes

 

Customer Impact & Experience

• Ensure that customers are at the heart of all operational delivery and change activity
• Support the development of customer‑focused solutions that promote independence, wellbeing and tenancy sustainment
• Promote best practice in safeguarding, risk management and customer engagement

 

Collaboration & Influence

• Work closely with the Director of Independent Living to deliver organisational strategy and priorities
• Collaborate with regional leaders, Neighbourhood Services, Property, Digital and other corporate teams to enable joined‑up service delivery
• Act as a key partner in internal and external stakeholder engagement, representing Independent Living operations at a national level

 

Financial & Resource Management

• Manage national budgets within remit, ensuring efficient resource allocation and compliance with financial policies
• Lead and support high‑performing teams, setting clear expectations, nurturing talent and promoting a culture of inclusion, wellbeing and professional development

 

 

Skills and experiences:

• Degree, management qualification or CIH Level 5 qualification – or willingn