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.

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

The successful candidate will demonstrate:

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

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

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.

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  Based in Norfolk, with flexible hybrid working by agreement.
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  Full-time, permanent position.
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  Appointment is subject to a Basic DBS check.