Housing Manager / Tenancy & Neighbourhood Services Manager who has proven experience in a housing or customer service leadership role, ideally within a regulated environment is required to join a housing association based Ealing, West London.

This job is known as a Customer & Community Pilots Manager within the organisation.

SALARY: £53,591 - £60,000 per annum Benefits

LOCATION: Hybrid working partly from the office in Ealing, West London (W5) or Staines (TW18), whichever is closer, and the remaining time from home

JOB TYPE: Full-Time, 12 month Fixed Term Contract

WORKING HOURS: 35 hours per week, Monday – Friday

CANDIDATE REQUIREMENT: Candidates MUST hold a full Driving Licence

JOB OVERVIEW

We have a fantastic new job opportunity for a Housing Manager / Tenancy & Neighbourhood Services Manager who has proven experience in a housing or customer service leadership role, ideally within a regulated environment.

Lead a bold new way of working – shape the future of housing services.

IS THIS YOU?

• Are you passionate about shaping the future of customer and community services?
• Do you thrive on leading teams, driving transformation, and making a real difference in people’s lives?

If so, this could be your next big step.

This autumn, the organisation is launching Neighbourhood Pilots – the first step in delivering their new Customer & Community Operating Model. This model is designed to simplify services, strengthen relationships, and meet new consumer standards. It puts customers at the heart of everything they do by giving them a single point of contact, more visibility in their communities, and better communication. For colleagues, it means less admin, better tools, and more autonomy to do the right thing.

Working as the Housing Manager / Tenancy & Neighbourhood Services Manager you will lead this transformation on the ground.

DUTIES

Your duties as a Housing Manager / Tenancy & Neighbourhood Services Manager will include:

• Lead the Neighbourhoods Pilot Programme, overseeing delivery across multiple patches and ensuring high-quality, customer-focused services
• Recruit, coach, and inspire a team of Tenancy Partners, building a high-performing and inclusive culture
• Monitor and evaluate pilot outcomes through data, dashboards, and customer feedback to shape future service design
• Drive operational excellence in tenancy management, neighbourhood services, and digital adoption, ensuring efficiency and great customer experiences
• Act as the link between strategy and delivery - engaging with senior stakeholders, community partners, and residents to put co-creation and collaboration at the heart of the pilot

CANDIDATE REQUIREMENTS

As the Housing Manager / Tenancy & Neighbourhood Services Manager you will have the following skills and experience:

• CIH Level 4 qualification (or willingness to work towards) and ideally a change/project management qualification
• Proven experience in housing or customer service leadership, ideally in a regulated environment
• Experience in service transformation, pilot programmes, or change management
• Full UK driving licence and ability to travel across operating area
• Inspiring leadership & resilience – able to motivate teams, build trust, and navigate change with confidence and composure
• Strategic & analytical thinking – balances big-picture planning with operational delivery, using data and insights to drive improvement
• Collaboration & communication – skilled at engaging diverse audiences and building strong partnerships across teams, communities, and stakeholders
• Continuous improvement mindset – open to feedback, adaptable, and focused on delivering better outcomes

BENEFITS

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Flexible working
• Investment in your learning and development
• In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family

The organisation recognises that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, they’d still encourage you to apply should you not feel you meet the criteria 100%.

APPLY TODAY…

By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-C13830

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