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As The Property Ombudsman (TPO) continues an ambitious 3-year transformation journey, we have an opportunity for a new Chief Operating Officer (COO). We are an influential organisation and this is an exciting time to join us with a real opportunity to support our organisation through the next stage of our growth and evolution.

Position:          Chief Operating Officer

Salary:             £85-90,000 p.a. plus benefits

Hours:              Full-time (35 hours per week)

Location:         Home based with occasional travel for meetings.

About us

The Property Ombudsman provides an impartial and independent Ombudsman service, helping to resolve disputes between consumers and property professionals. We are the only Ombudsman scheme in the property professional sector and, as a not-for-profit organisation, we have been providing our service since 1990.

The role

Key Responsibilities

Reporting to the Ombudsman/Chief Executive, you will be accountable for the delivery of TPO’s mission and vision through the provision of seamless, integrated, high quality, customer focussed, organisational delivery. Your primary focus will be operationalising our objectives to be excellent at delivering Ombudsman services and extending our influence and remit - leading their effective delivery. You will do so by developing a high performance culture and ensuring the significant transformation agenda is delivered realising its benefits.

As a pivotal member of the Senior Management Team, the COO will be accountable to The Ombudsman for the performance and delivery of our services. You will develop a senior leadership team capable of leading the organisation to success in delivering our plans and our strategic outcomes and ensure there is a coordinated, thoughtful, and well-planned approach to that including effective management of our corporate and operational risks.

You must have the ability to combine strategic thinking, transformational leadership and hands-on delivery, and a capability to work effectively at a senior level with external stakeholders, the Board, and our people.

You will be an experienced senior leader, ready to bring your passion and energy to this role. You will be adept at building credible and trusted relationships which inspire and motivate people to deliver the highest levels of customer service.

You will have experience of working across organisations, leading transformation in challenging environments, and embedding change and will be able to demonstrate your ability to take teams with you in complex circumstances and under external scrutiny. But most of all you will bring confidence, empathy, integrity and flexibility and role model behaviours which support the development of a positive and inclusive high performing culture.

 

What we are looking for

• Extensive experience gained in senior leadership roles ideally within a volume casework environment, likely in a regulated sector such as Financial Services or Insurance organisations.
• An exceptional leader, with a proven ability to set a clear direction; convey a persuasive future vision at all levels of an organisation.
• Results orientated customer service approach.
• Proven ability to shape organisational culture, build and lead high-performing multi-disciplinary teams through developing capability and creating an inclusive customer focused high performance culture.
• Track record of recent and relevant continuous development.
• Track record of developing high performing senior leaders and senior teams, balancing an inclusive, supportive and coaching style, with the ability to hold people robustly to account for their personal delivery objectives.
• Strong business acumen and financial experience, you should have held, and been accountable for, significant delegated budgets.
• Hands-on understanding of the complexities of delivering successful business transformation.
• Strong performance management skills that support a high performing organisation.
• Ability to quickly identify and manage organisational risks and provide resolutions.
• Ability to communicate effectively and collaboratively with senior stakeholders (internal and external).
• Outstanding written and verbal communication skills.
• Outstanding time management and prioritisation skills.
• Ability and desire to work in a fast-paced, challenging environment.
• Ability to introduce new ideas and challenge current practices in a collaborative style.

Please note that the deadline for applications is Monday 3 June at 5pm, however we may close this early once we receive a suitable number of applications. All applicants must prove they have the right to work in the UK.

If you have the experience and skills for this role, please apply now via email to This email address is being protected from spambots. You need JavaScript enabled to view it..

Should you have difficulty in responding electronically, please call Ian Bassett, Head of HR on 07970 003683 to discuss alternative application arrangements.

To apply, please send a CV with a covering letter, of no more than 2 pages, detailing how you meet our requirements and would add value to our organisation.

TPO Values Statement

TPO values the benefits of diversity and inclusion to society and our service. We are committed to the equal treatment of all current and prospective employees and do not condone discrimination on the basis of age, disability, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

As a result, we are keen to meet people with different and varied experiences and encourage all applicants who feel they have the knowledge and skills to meet our criteria to apply for this role.