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.

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.

• 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.

We’re looking for someone who pairs strong improvement capability with natural curiosity, empathy and a drive to make things better for customers.

• 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

• Experience in social housing or regulated services
• Lean Six Sigma, CI or change‑related qualification
• CIH or housing‑related qualification

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.

• 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 Linked In.

If this feels like the right next step for you, please submit your application by Sunday 1 March
.

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

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…