About the role Contractual base: Tewkesbury (GL20), Wolverhampton, Chipping Sodbury, or Norwich Operational patch: Across our Bromford Flagship geography Salary: £55,000 per annum Closing date: Sunday 1 March 2026 Interview date: Week commencing 9 March 2026 (Tewkesbury office) Help us redesign core housing services and improve outcomes for thousands of customers Bromford Flagship is entering a pivotal period as we integrate organisations, strengthen regulatory performance, and redesign how our core housing services operate. Our purpose is simple: enabling people to thrive. As our new Service Improvement Delivery Lead, you'll play a central role in reshaping key services such as repairs, tenancy management, customer services and complaints - making them simpler, more consistent, and built around real customer and colleague experience. You'll bring curiosity, insight and improvement expertise to help teams understand how services really work today, spot opportunities to make things better, and deliver changes that have a meaningful impact on the lives of thousands of customers. This is your chance to influence how a major housing organisation operates and help create services that genuinely work for people. What you'll be doing You'll lead improvement and redesign activity from discovery through to delivery - working closely with colleagues across Customer, Repairs, Investment, Technology, Finance, Risk and Strategy to create joined‑up, sustainable change. Your work will focus on: Understanding services deeply - using customer insight, operational data and lived experience to identify pain points and root causes Redesigning processes using Lean tools to create simpler, more consistent and more customer‑centred ways of working Leading improvement projects that deliver measurable outcomes, from reducing failure demand to improving satisfaction and efficiency Building capability by supporting teams to adopt continuous improvement mindsets and approaches. What you'll bring We're looking for someone who pairs strong improvement capability with natural curiosity, empathy and a drive to make things better for customers. You'll need: Experience leading service improvement, redesign or operational improvement in housing, public sector or a complex service environment Strong practical experience using Lean or continuous improvement methods The ability to make sense of insight, data and frontline experience and turn it into meaningful action Confident facilitation skills and the ability to engage colleagues at all levels A collaborative, supportive style - bringing people with you through change Resilience and comfort working in complex environments It would be great if you also have: Experience in social housing or regulated services Lean Six Sigma, CI or change‑related qualification Project or change management qualification (PRINCE2, Agile, APMG) CIH or housing‑related qualification What makes this role special? You'll be at the heart of designing services that help people thrive. It's work that matters - shaping how thousands of customers experience our organisation. You won't just deliver change; you'll build confidence, uncover insight and help colleagues feel proud of the improvements they've co‑created. Other things you'll need UK driving licence Ability to travel across our areas of operation If you'd like an informal chat about the role, you're welcome to contact Kam Basra, Head of Quality & Improvement, on LinkedIn. How to apply If this feels like the right next step for you, please submit your application by Sunday 1 March. The Company The Company has experienced unprecedented growth over the past few years. We have a vast number of employees, and provide support to clients from all over the country. Recently, the company has won multiple workplace environment awards and has an outstanding record of employee satisfaction. What we offer Hybrid working, with the flexibility to work across our main locations and home Performance related pay based on shared success A choice of pension schemes with employer contributions of up to 10% Employee Assistance Programme that provides 24/7 virtual GP access, prescription service, and talking therapies for you and your family Life assurance of up to 4x annual salary Generous holiday, occupational sick pay and paid family leave The Values Innovation We are creative and fearless in our work. Accountability We take ownership of our work and lead from the front. Teamwork We collaborate widely and build supportive environments. Annual allowance to spend on benefits of your choosing, including healthcare plans, dental care, gym membership, travel insurance and much more Fully funded professional membership [if a requirement of your role] Continuous learning and development opportunities About us We're part of one of the biggest housing associations in the country, Bromford Flagship. As Bromford, our purpose is simple and honest: we invest in homes and relationships so that people can thrive. We provide over 47,000 homes in the West Midlands and West of England; we have relationships with more than 112,000 customers; we have a strong balance sheet and we plan to deliver 11,000 more homes by 2032. But we're only just getting started. Through place-based working, our people build progress from the ground up. You'll find us at the heart of the communities we serve, forging stronger neighbourhood relationships, reacting faster to shifting needs, and planning smarter. And we've created a thriving place of our own - giving brilliant people like you the tools and opportunities to build a future. With development that helps you grow in your role, build future-ready skills, and perform at your best. All within a vibrant and inclusive culture guided by our values. We're a place for people determined to make a difference. Bromford. A place to make your own. Our commitment to equality, diversity and inclusion We're proud to be recognised as a Great Place to Work, thanks to our inclusive, values-driven culture. We know that diverse teams bring out the best in everyone, and we are committed to creating a workplace where everyone feels valued, supported, and able to thrive. We are a proud "Disability Confident" (Level 2) and Menopause Friendly employer and have signed the Armed Forces covenant to support those who serve. We encourage people from all sections of our community to apply for jobs with us. Particularly, we welcome those who have been historically underrepresented in areas of our workforce including people from ethnic minority backgrounds, disabled people and members of the LGBTQIA community. Wherever possible, we offer flexible working arrangements to help you balance your work and personal life, alongside the tools, training, and opportunities you need to develop and succeed in your career.