Director Of Tenant Services

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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