Lead Manager - Tenancy Services

Overview

In this role you will lead strategic and operational housing services to improve tenancy outcomes and community wellbeing. You’ll steer teams across tenancy management, income collection and enforcement, ensuring customer-centric and compliant delivery aligned with council priorities. You will shape the future of housing management in the city, driving performance, governance, and service transformation through collaboration with partners. This is your chance to enable safer, more sustainable homes and resilient neighbourhoods while supporting tenants and communities at scale.

Responsibilities

• Provide strategic and operational leadership across tenancy and estate management, income collection, allocations, voids, tenancy enforcement and tenancy sustainment support
• Lead high-performing teams and shape the future direction of housing management services across the city
• Ensure services are customer-focused, compliant, and responsive to demand, aligned to organisational priorities
• Oversee performance, budgets, governance and service transformation
• Collaborate with internal partners and external stakeholders to develop innovative solutions supporting tenancy sustainment, community wellbeing and neighbourhood resilience
• Contribute to delivery of lasting improvements for residents and communities across Newcastle

Key requirements

• Significant leadership experience in housing or public sector services
• Strong understanding of social housing, regulation and customer service excellence
• Ability to drive transformation and oversee complex operational and strategic challenges
• Experience managing budgets and governance in a frontline housing context
• Forward-thinking housing professional with vision and strategic capability

• Strategic thinking
• Collaborative leadership
• Strong communication and stakeholder management
• Performance management
• Budget oversight
• Service transformation

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