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