Tenancy Support Manager

Overview

In this role you lead a central team of Housing Services Advisors to support Tenancy Management and Estate Services, ensuring customer-focused delivery. You will prioritise work, maintain service standards, and drive improvements during a period of change. You collaborate with Estate Services to optimise administrative support and release frontline capacity. This is a key management position with a strong focus on people, performance, and service outcomes. You help shape efficient, high-quality housing services within the council.

Responsibilities

• Lead and develop a team of Housing Services Advisors, ensuring clear expectations and staff development.
• Implement and oversee a quality assurance function with audits and supervision to maintain service standards.
• Manage workloads, priorities, and performance to meet targets and deadlines.
• Coordinate with Estate Services to provide central administrative support and free up frontline capacity.
• Identify process improvements and support service reviews to drive continuous improvement and best practice.

Key requirements

• Degree or equivalent relevant experience
• Significant frontline service experience in social housing or a similar complex customer-focused environment
• Experience supervising staff, including performance management and service delivery
• Ability to organise workloads and manage competing priorities to meet standards and timescales
• Commitment to continuous improvement and practical efficiency gains

• people management
• communication
• customer-focused mindset
• quality assurance
• process improvement
• performance management

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