Director of Tenant Services
Location: Long Stratton, Norfolk / Hybrid Salary: £102,000 per annum Contract: Permanent, full-time
We are recruiting for a Director of Tenant Services to join Saffron Housing Trust in a pivotal senior leadership role. Reporting to the Chief Operating Officer, you will provide strategic leadership across Housing, Independent Living and Service Charges, Rent & Income. You will lead through Heads of Service, ensuring high-quality, tenant-focused services that deliver strong performance, value for money and regulatory compliance.
Key responsibilities include:
- Setting the strategic direction for Tenant Services and translating organisational ambitions into excellent outcomes for tenants and communities.
- Leading, inspiring and developing a high-performing leadership team across Housing, Independent Living, Rent, Income and Service Charges.
- Maintaining strong operational oversight, using data, complaints, tenant feedback and frontline insight to drive improvement.
- Providing clear assurance to the Executive Team and Board on performance, risk, compliance and service quality.
- Overseeing high-risk housing management areas including safeguarding, ASB, domestic abuse, tenancy fraud and tenancy sustainment.
- Leading service transformation, improving customer experience and ensuring services remain efficient, consistent and compliant.
- Developing transparent, sustainable service-charge and income approaches that tenants can understand and trust.
- Representing Saffron externally, building effective relationships with regulators, partners and sector networks.
The successful candidate will bring substantial senior leadership or Director-level experience within social housing or another complex regulated environment. You will have a deep understanding of Consumer Standards, governance, risk and assurance, alongside a proven ability to lead transformation while maintaining service stability. You will be an authentic, visible and values-led leader with the confidence to challenge constructively, inspire colleagues and keep tenants at the heart of decision-making.
A degree-level qualification or equivalent experience is required, alongside CIH Level 5 or above, or the willingness to achieve this within an agreed timeframe. This post is subject to a Basic DBS check.
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Director Of Tenant Services employer: Service Care
Service Care Solutions is an excellent employer for Multi Traders, offering a supportive work culture that prioritises employee growth and development. With a focus on responsive repairs in the community of Rugby, employees benefit from a company van, optional on-call payments, and comprehensive in-house training, ensuring they have the tools and skills needed to excel in their roles. Join a team that values professionalism and respect while providing meaningful service to local residents.
