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Director of Tenant Services

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Director of Tenant Services Long Stratton, Norwich, Norfolk

Monday to Friday | 9:00am - 4:00pm | Hybrid

The Opportunity

We are seeking an experienced Director of Tenant Services to provide strategic leadership across Housing, Independent Living, and Service Charges, Rent & Income.

Reporting to the Chief Operating Officer and working as part of the Senior Leadership Team, you will be responsible for shaping and delivering high-quality landlord services, ensuring tenants and communities remain at the heart of service development and delivery.

This is a senior leadership position requiring strong knowledge of social housing, housing regulation, governance, assurance, customer experience and service improvement. You will work through Heads of Service while maintaining sufficient operational visibility to identify emerging issues, provide challenge and support, and drive improvements where required.

Important to Know

• Location: Swan Lane, Long Stratton, Norwich, Norfolk, NR15
• Working pattern: Monday to Friday, 9:00am to 4:00pm
• Contract: Inside IR35
• Reporting to: Chief Operating Officer
• The role is subject to a Basic DBS check.
• This is a senior/director-level housing leadership position.
• Strong knowledge of social housing, housing regulation and Consumer Standards is required.
• Experience working with Executive Teams, Boards and Committees is required.

Key Responsibilities Strategic Leadership

• Set a clear and ambitious direction for Tenant Services.
• Translate organisational strategy and social purpose into high-performing tenant-focused services.
• Lead Housing, Independent Living, and Service Charges, Rent & Income through Heads of Service.
• Maintain visibility of frontline delivery, tenant experience and operational performance.
• Ensure services deliver strong performance, value for money and regulatory compliance.
• Contribute to the wider strategic direction as a member of the Senior Leadership Team.

Leadership & Organisational Development

• Lead and develop a strong Tenant Services leadership team.
• Build a culture of accountability, learning, high performance and continuous improvement.
• Develop organisational capability and future leadership.
• Support colleagues through organisational, cultural and service transformation.
• Address underperformance confidently and constructively.

Assurance, Risk & Compliance

• Provide assurance to the Executive Team and Board on service performance, quality and risk.
• Ensure effective management of Consumer Standards and regulatory requirements.
• Oversee organisational learning from complaints, Ombudsman determinations and service failures.
• Lead service deep dives to identify emerging risks, systemic issues and improvement opportunities.

Service Improvement

• Lead service improvement and transformation programmes across Tenant Services.
• Use performance data, customer insight and tenant feedback to improve services.
• Ensure performance reporting supports effective Executive and Board decision-making.

Tenant Engagement

• Ensure tenant experience and lived experience influence service design and delivery.
• Work closely with tenant experience colleagues to ensure tenant voice leads to visible improvements.
• Maintain meaningful engagement with tenants, communities and frontline colleagues.
• Champion compassionate, relationship-based and high-performing services.

Service Charges, Rent & Income

• Provide strategic oversight of service charges, rent and income.
• Ensure strong governance, financial stewardship, transparency and regulatory compliance.
• Support sustainable service charge models that provide value for money and customer confidence.
• Bring Housing, Assets and Finance together around service charge design, budgeting, recovery and customer engagement.

Essential Requirements

• Degree-level qualification, relevant professional qualification, or significant demonstrable experience at Director level.
• CIH Level 5 or above, or willingness and ability to achieve this within an agreed period.
• Sustained continuing professional development relevant to strategic leadership and housing.
• Substantial senior leadership/director-level experience within housing or a comparable regulated environment.
• Experience leading complex, customer-facing services.
• Proven experience shaping and delivering organisational strategy.
• Experience leading multi-disciplinary housing or landlord services through transformation.
• Experience operating at Senior Leadership Team level and contributing to corporate decision-making.
• Experience managing significant budgets and resources, with strong understanding of value for money and financial control.
• Experience establishing and embedding governance, assurance and risk management frameworks.
• Experience working with Executive Teams, Boards and Committees.
• Experience with service charge governance, transparency and customer trust.
• Strong understanding of housing regulation, Consumer Standards, safeguarding and Ombudsman expectations.
• Strong strategic and operational leadership skills.
• Ability to use data, complaints and customer feedback to drive service improvement.
• Strong communication and influencing skills at Executive, Board and external stakeholder level.
• Ability to lead through complexity, scrutiny and organisational change.
• Strong understanding of governance, risk and assurance within a regulated environment.
• Ability to build high-performing, accountable leadership teams.
• Strong political awareness and judgement.

Desirable

• Experience leading services through regulatory inspection, Ombudsman scrutiny or equivalent external assessment.
• Knowledge of housing sector reforms, emerging regulation and best practice in social housing management.

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