Director Of Tenant Services

Director of Tenant Services

Location: Norfolk, with hybrid working available
Salary: £102,000 per annum
Contract: Permanent
Hours: 37 hours per week, Monday to Friday

MMP Consultancy is supporting a social housing provider in Norfolk with the recruitment of a Director of Tenant Services.

This is a key leadership appointment, responsible for delivering high-quality landlord services and ensuring tenants' needs shape the organisation's priorities and decisions.

Reporting to the Chief Operating Officer, you will lead Housing, Independent Living, and Service Charges, Rent & Income services. You will provide strategic direction, oversee operational performance and lead service transformation, while ensuring strong governance and regulatory compliance.

Key Responsibilities

• Develop and deliver the Tenant Services strategy in line with organisational objectives.
• Improve service quality, operational performance and outcomes for tenants.
• Provide assurance on housing regulation, consumer standards, governance and risk management.
• Lead improvement and transformation programmes across Tenant Services.
• Build and develop effective leadership teams, promoting accountability and continuous improvement.
• Work closely with the Executive Team and Board to inform decisions and provide clear oversight of service performance.
• Engage with tenants and external stakeholders to shape services and deliver positive outcomes.
• Oversee financial performance and ensure services deliver value for money.

Experience and Skills

• Significant experience at Director or senior leadership level within social housing or another regulated, customer-focused environment.
• A strong track record of strategic leadership, service transformation and organisational change.
• Extensive knowledge of housing regulation, consumer standards, safeguarding and Housing Ombudsman requirements.
• Experience working with Boards and Executive Teams, providing assurance and strategic advice.
• Strong commercial awareness and financial management skills.
• The ability to lead through complex challenges and regulatory scrutiny while maintaining high-quality services.
• Excellent communication and stakeholder engagement skills, with the ability to inspire teams and build productive relationships.

Qualifications

• A degree-level qualification or equivalent professional experience.
• CIH Level 5 qualification, or the ability to achieve this within an agreed timeframe.
• Evidence of ongoing professional development relevant to strategic leadership and housing services.

About You

You will be an authentic, values-driven leader with a clear commitment to social housing and improving tenants' lives. Ambitious, commercially aware and politically astute, you will combine strategic thinking with effective operational leadership. You will bring a strong focus on tenant outcomes, a commitment to regulatory excellence and the ability to motivate teams to deliver lasting improvements.

Working Arrangements

• Based in Norfolk, with flexible hybrid working by agreement.
• Full-time, permanent position.

Appointment is subject to a Basic DBS check

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