Why this role matters
To lead, direct and oversees all aspects of Golden Lane Housing’s (GLH) tenant experience service, developing policies, objectives, and initiatives. The role will lead the delivery of the tenant involvement strategy through tenant, customer and stakeholder engagement ensuring that the tenant voice is heard, respected, and valued throughout GLH.
To deliver GLH’s strategic objectives ensuring Regulatory consumer standard compliance with Transparency, Influence and Accountability standard (including Tenant Satisfaction Measures) and legal compliance for all tenant experience services. Development of a customer-focused culture that delivers high-quality services and satisfaction for tenants and customers ensuring services are co-designed with our tenants and shaped by their feedback.
Location
Home based with regular travel to the Manchester office.
About you
We’re looking for someone with:
- Educated to NVQ Level 4 or above or willingness to achieve.
- Experience of leading coaching high performing teams delivering exceptional levels of performance in a dynamic environment.
- Knowledge and understanding of strategy, complaints, regulatory frameworks, and customer experience practices communications.
- Experience of developing a quality driven learning and continuous improvement environment.
- In depth experience of supporting tenants or customers to overcome a range of sensitive, challenging, and complex scenarios.
- Desire to continually develop and seek opportunities for personal development and growth.
- Exceptional organisational and problem solving skills.
- Evidence of strong management, planning, project management and organisational skills.
- Excellent communication, both written and verbal, influencing and negotiation skills, with the ability to produce high-level reports for various audiences.
- Experience of effectively setting and managing budgets and resources with a focus on value for money/return on investment.
- Experience to develop and deliver operational plans that deliver corporate objectives.
- Experience of managing complex projects and initiatives.
- Experience of leading and delivering change within an organisation.
- Able to analyse and use complex data and deliver information to a range of audiences.
- Knowledge of or willingness to learn more about learning disability and autism.
Check out the full role details and specification here:
Our offer to you
We offer a salary of £61,953 per annum, for a full time, 35 hour week working Monday to Friday. In addition you’ll get 27 days annual leave plus bank holidays (increases with service).
You also get paid volunteering days (3 per year), plus a day off for your birthday.
In addition you can take advantage of our contributory pension scheme, (5% employee / 5% employer).
Diversity and inclusion
Golden Lane Housing is a disability confident employer and committed to building a diverse, inclusive and values-led organisation. Our recruitment process is fair and accessible, ensuring equal opportunities for all candidates.
How to apply
To apply, please submit your CV and a cover letter clearly outlining how your skills, experience and knowledge meet the requirements set out in the role description and person specification.
Applications should be sent to people@glh.org.uk
Closing date
Please submit your application by Friday, 20 February 2026.
We may close this vacancy early if we receive a large number of applications.