Director Of Tenant Services

Service Care; Long Stratton; Hybrid; GBP 87,000 - 117,000; Full time

Job summary

Saffron Housing Trust is recruiting a Director of Tenant Services in Long Stratton, Norfolk, to provide strategic leadership across Housing, Independent Living and Service Charges. Reporting to the Chief Operating Officer, you will inspire Heads of Service and drive tenant‑focused services that balance quality, value for money and regulatory compliance.

The post requires senior leadership in social housing or a regulated environment, with a solid grasp of Consumer Standards, governance, risk and

Qualifications

• Senior leadership or Director-level experience in social housing or regulated environment.
• Knowledge of Consumer Standards, governance, risk and assurance.
• Ability to lead transformation while maintaining service stability.
• Values-led leadership with tenant focus.

Responsibilities

• Set strategic direction for Tenant Services and translate ambitions into outcomes for tenants and communities.
• Lead, inspire and develop a leadership team across Housing, Independent Living, Rent, Income and Service Charges.
• Maintain operational oversight using data, complaints and tenant feedback to drive improvement.
• Provide assurance to the Executive Team and Board on performance, risk, compliance and service quality.
• Oversee safeguarding, ASB, domestic abuse, tenancy fraud and tenancy sustainment.
• Lead service transformation, improving customer experience and ensuring efficiency and compliance.
• Develop transparent service-charge and income approaches that tenants can understand.

Skills

Strategic leadership

Governance & risk

Service transformation

Stakeholder management

Education

Degree-level qualification

CIH Level 5+

Job description

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.