Are you a housing leader who believes landlord services should feel human, as well as being compliant and high-performing? Are you ready to take the strategic lead for a whole tenant services function and shape where it goes next?
Do you have the skills to fill this role Read the complete details below, and make your application today.
We're delighted to be partnering with a respected Norfolk-based social housing provider to recruit their new Director of Tenant Services. This is a pivotal appointment on the Senior Leadership Team, reporting to the Chief Operating Officer, for someone who can set direction, inspire people to deliver it, and keep tenants and communities at the heart of everything.
The role
You'll be the strategic lead for Housing, Independent Living, and Service Charges, Rent & Income, working through three Heads of Service. It's a role that needs both vision and grip. You'll be looking outward at where the sector is heading and bringing the best thinking back in. You'll also stay close enough to tenants and frontline teams to know how services really feel, and step in when things need to improve.
Your key responsibilities will include:
Setting a clear, ambitious direction for Tenant Services that turns the organisation's social purpose into services that make a real difference.
Driving performance, value for money and service improvement, using data, complaints and tenant insight to redesign how things work.
Providing assurance to the Executive Team and Board on regulatory compliance, Consumer Standards, risk and governance. The aim is to protect a strong regulatory position while building a culture that goes beyond compliance.
Overseeing high-risk areas including safeguarding, ASB, domestic abuse, tenancy fraud and tenancy sustainment, and making sure lessons from complaints and Ombudsman findings lead to lasting change.
Leading the continued development of a fair, transparent and sustainable service charge model, bringing Housing, Assets and Finance together.
Building a confident, accountable leadership team, and developing talent and succession across the directorate.
Representing the organisation with partners, regulators and sector networks.
What you'll bring
Substantial senior leadership or Director-level experience in housing, or in a comparable regulated, customer-facing environment. xgikmsk
A proven track record of leading service transformation and cultural change at scale.
Deep knowledge of housing regulation, Consumer Standards, safeguarding and Ombudsman expec...
Director of Tenant Services in Wacton employer: Select Recruitment Specialists Ltd
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Contact Details:
Select Recruitment Specialists Ltd Recruitment Team
