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

The successful candidate will demonstrate:

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
Only candidates based in UK and eligible to work in UK are allowed