Service Improvement Delivery Lead

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.