Head of Centre of Excellence – Tenancy in Dunstable

The Head of Centre of Excellence role will be responsible for ensuring our services across all regions are consistent and in line with legislation and regulation. The successful candidate will lead tenancy management process reviews to ensure we are ready to move onto our new Dynamics 365 CRM platform. This role will take operational leadership to ensure we are ready for the Renters Rights Act changes affecting social housing. They will also be the technical lead for their specialist areas, leading on internal audit and bringing best practice and new ideas into the organisation.

As the Head of Centre of Excellence, you will be the subject matter expert and technical lead across all regions for your portfolio, providing leadership, direction and support. Collaboration is key to your role. You will be working across multiple directorates and teams, pulling on strength from central services to support and empower regional and local services. You’ll be responsible for ensuring a smooth transition of CRM case types to Dynamics 365; undertaking tenancy management process reviews with the business to ensure what we build is fit for purpose and meets both colleague and resident needs. You’ll work closely with IT, involved residents, business analysts and business change managers, leading the design, testing and roll out across the organisation.

What you’ll do:

• Identify and manage risks across multiple regions, ensuring compliance with all regulatory and legislative standards.
• Provide assurance through effective oversight and the application of specialist knowledge.
• Design, implement, and embed a comprehensive quality monitoring framework.
• Lead internal audit activity, coordinating with external auditors and internal stakeholders, defining scope, maintaining oversight, and ensuring delivery of actions within agreed timescales.
• Take accountability for producing clear management responses to audits and supporting teams in building and delivering robust action plans.
• Work closely with Assistant Directors and Heads of Service to drive consistency in approach while recognising and incorporating local operational needs.
• Take ownership of resolving cross-functional and cross-regional issues, collaborating with stakeholders to deliver effective solutions.
• Support the development and piloting of new ideas, ensuring successful changes are embedded into policies, processes, and operational practices.
• Act as the policy lead for your portfolio, working with the central Policy team to ensure policies are effective, fit for purpose, and applicable across different regions and customer groups.
• Influence strategic planning and operational delivery by conducting research, identifying best practice, and introducing innovative approaches to improve service quality.
• Partner with the Business Intelligence team to translate data insights into meaningful improvements and support implementation across operational teams.
• Work with Learning and Development colleagues to design and deliver targeted training that supports frontline teams.
• Contribute as a member of the Regional Senior Management Team, helping to shape and deliver regional priorities.

What you’ll need:

• You will have in-depth knowledge of your area of expertise, demonstrating your commitment to keep this up to date and always finding new innovative ways to do things differently.
• You will have in-depth knowledge of the Renters Rights Act and specific impact on social housing tenancies.
• You must be a doer and have significant experience in undertaking process reviews, designing for the future.
• You will be experienced working with Business Analysts and involved residents to define process requirements for system changes, preferably with experience working with CRM platform Dynamics 365.
• A team player and collaborative leader, you’ll also demonstrate your flexibility, openness and resilience to work through organisational structures and operational challenges, removing barriers and blockers and simplifying perceived complexity.
• A subject matter expert in Tenancy Management – you will have the knowledge to be the ‘go to’ person within our business.
• Able to demonstrate your knowledge and experience of translating legislation and case law into day‑to‑day operational change.

Why Join Us?

When you join Peabody, you’re joining a team guided by our values, Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We believe in creating a workplace where everyone feels supported, included, and empowered.

What We Offer:

• 30 days’ annual holiday, plus bank holidays.
• Two additional paid volunteering days each year.
• Flexible benefits scheme, including family friendly benefits and access to a discount portal.
• 4 x salary life assurance.
• Up to 10% pension contribution.