Our client is now looking for a Housing Services Team Leader to lead their Tenancy Services team. This is a role for someone who can balance people, performance, and purpose. Creating a calm, focused environment where teams can deliver excellent service, manage challenges confidently, and contribute to sustainable communities.
The Role
You will lead and motivate a team of Housing Officers and Housing Assistants, ensuring the consistent delivery of effective tenancy management across a mixed tenure portfolio. You will set the tone for how they work which is supportive, accountable, and customer focused, all while ensuring appropriate and proportionate action is taken when tenancy breaches occur.
Key Responsibilities
- Create a positive, stable team culture that enables high performance in a demanding environment
- Lead, support, and develop team members to deliver excellent tenancy services
- Provide clear guidance on enforcement action, ensuring consistency and fairness
- Oversee both routine and complex casework, helping to sustain tenancies and reduce turnover
- Manage escalated cases, working proactively with stakeholders to achieve effective outcomes
- Ensure smooth day‑day operations and strong collaboration across teams
- Monitor performance and provide the support needed to achieve KPIs and service standards
About You
You bring experience from a housing or customer focused environment, with a clear ability to lead people and manage competing priorities. You communicate confidently with a wide range of stakeholders and approach challenges with a calm, practical mindset.
You will also have:
- Experience leading or supervising a team
- A strong understanding of tenancy management, ideally within social housing
- The ability to analyse information, manage risk, and make sound decisions
- Confidence in handling complex situations and driving appropriate outcomes
- A proactive approach, with the flexibility to adapt in a changing environment)
Our client is committed to creating a workplace where people feel trusted, supported, and able to do their best work. In return, they ask for accountability, professionalism, and a genuine commitment to customers and communities
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