Director of Customer and Community

Director of Customer and Community

Wickland Westcott had worked with Rochdale Borough Housing over a number of years and approached us to complete a full search and assessment for a Director of Customer and Community. They recognised that 42% of their tenants are currently aged over 55 with this expecting to rise over the next 5-10 years and so The Director of Customer and Community would need to put strategies in place to enable the borough to be a great place to live and age.

The process involved advertising online and hard copy within Inside Housing, and a search that focused on the housing sector and individuals operating in a similar or related role and from the local area. Ideally the candidate would come from the sector. A longlist of 12 were interviewed and put forward to the client who agreed a shortlist of four to go forward to an assessment centre to evaluate the candidates. All four candidates completed verbal and numerical tests ahead of the assessment centre as well as Credo – psychometric profiling. The centre involved preparing and presenting on a given subject, an exercise involving representatives of the residents’ association and an interview based on the results of Credo. This was followed by a panel with three members of the senior RBH team conducting a structured interview comprising of common key questions asked of all the candidates and individually designed questions covering issues raised during the centre.

Following a thorough de-brief of the assessment centre the assignment resulted in an appointment being made with the first-choice candidate who accepted the offer immediately.

Wickland Westcott have adopted the Voluntary Code of Conduct for Executive Search Firms which, amongst other things, sets a minimum expectation level for gender diversity for each search assignment.