Operational Housing Lead in Stoke-on-Trent

Be the difference. Shape services. Transform communities. At T&D, we're not just managing homes, we're building sustainable communities, driving tenancy sustainment, and putting customers at the heart of everything we do. Our mission is clear: reduce homelessness, minimise avoidable turnover, and deliver safe, secure, and affordable homes where people can thrive.

We're now looking for an ambitious and driven Senior Housing Manager to play a pivotal leadership role in shaping and delivering high-performing, customer-focused housing services. This is a key leadership position, working closely with the Head of Housing and across the wider organisation to drive service excellence, regulatory compliance, and continuous improvement. You'll lead from the front, embedding a strong culture of accountability, customer insight, and performance whilst ensuring our services are proactive, resilient, and aligned to the evolving social housing landscape.

A critical part of this role will be taking ownership of our Customer Retention Plan (CRP) - a key, organisation-wide priority. You will lead on its development, delivery, and continuous improvement, ensuring a clear focus on reducing avoidable turnover, strengthening tenancy management, and embedding retention-focused thinking across all service areas.

What you'll be doing:

• Lead high-quality, end-to-end housing management services across all customer touchpoints, championing early intervention and customer retention, alongside a firm and decisive approach to tackling tenancy breaches where required.
• Take strategic ownership of the Customer Retention Plan (CRP), driving delivery across the organisation to reduce avoidable turnover and improve long-term tenancy outcomes.
• Embed a proactive, data-informed approach to identifying at-risk tenancies, ensuring timely and effective interventions.
• Drive a culture where enforcement is proportionate and a last resort, with a strong focus on prevention, engagement, and positive outcomes for customers.
• Provide visible, values-led leadership across Housing Services, working collaboratively with Repairs, Assets, Compliance, Health and Safety, Tenancy Sustainment, and Customer Engagement teams.
• Ensure full compliance with the Consumer Standards, particularly directly the Tenant Standard, proactively leading service improvements in line with regulatory expectations.
• Use customer insight, feedback, and scrutiny to shape and continuously improve the housing service, ensuring the customer voice is embedded in decision-making.
• Lead on housing performance management.
• Build and maintain operational partnerships with Local Authorities, Police, support organisations & other key stakeholders.
• Lead on policy development and service design, ensuring our approach reflects best practice and sector innovation.
• Drive effective change and project delivery, ensuring services remain agile, efficient, and fit for the future.
• Support delivery of voids and lettings performance, minimising rent loss.
• Lead, inspire, and develop a high-performing team creating a culture of ownership, accountability, and continuous learning.
• Ensure strong financial oversight, delivering value for money while maintaining high-quality service delivery.
• Represent the organisation at a senior level, including in formal settings where required.

What we're looking for:

• A strong track record of senior leadership within social housing, with extensive experience across tenancy and housing management in mostly a General Needs environment.
• In-depth knowledge of housing legislation, regulation, and the evolving consumer regulation framework.
• Minimum Level 4 CIH.
• Proven ability to lead a high-performing team, including remote and operational staff, driving both performance and engagement.
• A confident decision-maker who can act with authority and integrity balancing customer focus with accountability and risk management.
• Experience of delivering service transformation, policy development, and measurable service improvements.
• Experience of leading or contributing to customer retention, tenancy sustainment, or turnover reduction strategies at scale.
• Strong stakeholder management skills, with the ability to influence at all levels and build effective partnerships.
• A passion for delivering outstanding customer outcomes and creating sustainable communities.

If you're ready to lead with purpose, own a critical strategic priority, and make a lasting impact in reducing tenancy turnover, we want to hear from you.