Director of Resident Services

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 standards

Duties 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 team

Resident 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 environment

Operational 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 operations

Community 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 processes

Impact and Reporting

• Collaborate with Sustainability and Impact Lead to monitor service impact
• Gather resident feedback and report regularly to trustees and stakeholders

Crisis Management and Risk Mitigation

• Lead crisis response to ensure resident safety and protocol adherence
• Develop risk management strategies to protect residents and staff

Education 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 oversight

Please 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 Director