Tenancy Support Manager

Overview

As Tenancy Support Manager you will lead a central team of Housing Services Advisors to deliver efficient tenancy and estate support. You will drive service standards, prioritise work, and implement process improvements to meet targets and improve customer outcomes. This role sits at the core of a restructuring effort to create a customer-focused, proactive service. You will manage people, performance, and change, while keeping a strong customer-centric focus and ensuring high-quality administrative support for frontline tenancy work. This is a pivotal leadership opportunity to shape how the council delivers housing services at scale.

Responsibilities

• Lead and manage a team of Housing Services Advisors with staff development and clear service expectations
• Deliver a quality assurance function including audits, supervision, and checks to maintain standards
• Manage team performance, workload and priorities to meet targets and deadlines
• Collaborate with Estate Services to provide central administrative support and release frontline capacity
• Identify and implement process improvements and support service reviews during change
• Maintain a focus on customer outcomes and service delivery

Key requirements

• Degree or equivalent relevant experience
• Significant frontline service experience in social housing or similar complex customer-focused environment
• Experience in managing or supervising staff including performance and development
• Ability to organise workloads and prioritise to meet standards and timelines
• Commitment to continuous improvement and practical efficiency improvements

• leadership
• communication
• customer-focused
• quality assurance
• performance management
• process improvement

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