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What You’ll Do
As our Business Improvement Manager, you will play a pivotal role in driving performance, innovation, and customer experience across our market rent portfolio. Leading a team focused on renewals and operational excellence, you’ll deliver strategies that maximise revenue, enhance resident retention, and improve compliance and service delivery.
Job Introduction
What You’ll Do
As our Business Improvement Manager, you will play a pivotal role in driving performance, innovation, and customer experience across our market rent portfolio. Leading a team focused on renewals and operational excellence, you’ll deliver strategies that maximise revenue, enhance resident retention, and improve compliance and service delivery.
Reporting to the senior leadership team, the Business Improvement Manager will be responsible for shaping business processes, leading data-driven projects, and supporting our continued ambition to be a leading name in the private rented sector. From analysing operational trends to embedding continuous improvement practices, this is a hands-on role where you will influence the resident journey, ensure legislative compliance, and make a tangible impact on business outcomes.
This is an ideal opportunity for a results-driven individual with strong experience in housing, customer service, project delivery, and team leadership. If you're a strategic thinker with a passion for improving services and driving change, we want to hear from you.
How You’ll Do It
* Lead the Renewals Team, setting clear strategic direction for tenancy renewals and rent increases across 4,200+ homes.
* Identify and implement continuous business improvement initiatives that enhance performance, increase revenue, and improve customer outcomes.
* Ensure full compliance with industry legislation, statutory requirements, and health & safety standards.
* Oversee data quality, performance reporting, and audit processes to inform operational decisions and business planning.
* Deliver high-quality reports and presentations to senior stakeholders, translating insights into action.
* Champion a customer-first approach by embedding resident feedback into service improvements and driving engagement.
The ideal candidate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation. Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.
Essential:
* Proven experience in business improvement, project delivery, or operational leadership within the housing or private rented sector
* Strong understanding of compliance, legislative requirements, and performance reporting
* Excellent leadership and stakeholder management skills, with a track record of motivating teams to achieve results
Desirable:
* Experience managing tenancy renewals or rent setting processes
* Professional qualification in housing, business management, or a related field: TPI (Level 2) and/ or Propertymark (Level 3)
What’s in it for you?
Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential. Benefits include:
* Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
* Generous pension scheme
* Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
* Employee assistance - free confidential advice and counselling services provided by independent specialist organisations .
* Health cash plan
* Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
* Interest free loans - season ticket loan, tenancy deposit loan, and training loan
* Cycle to work scheme.
* Life Assurance x 4 annual salary
All About Us
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.
For more information on what we do and what makes us different please visit:
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments .
To find out more about our approach to equality, diversity and inclusion please visit:
Selection Process
Step 1: If you are interested, please send your application now! Closing date is 11th July 2025
Step 2: Successful candidates will be asked to do an assessment
Step 3: Successful candidates will be invited to interview
Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk.
Should a redeployee apply for this role, their application will be considered before any others.
NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
Non-profit Organizations
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