Job Description

Full-time (38 hours/week)
Reporting to Margaret Maljkovic | Chief Customer Officer

The Head of Tenancy is a pivotal senior leadership role at Link Wentworth, responsible for leading tenancy services and ensuring our customers are at the centre of everything we do.

At Link Wentworth, our mission is to provide homes, build futures, and create thriving communities, placing customers at the heart of everything we do to achieve lasting impact. The Head of Tenancy is a pivotal senior leadership role that leads this commitment in action, shaping tenancy services with our customers to deliver trusted, inclusive and high-quality outcomes.

Reporting to the Chief Customer Officer, you will shape and lead a high-performing tenancy service that delivers safe, responsive and values-driven outcomes for social housing customers. This role is central to embedding Link Wentworth’s mission, values and customer promise across the organisation, ensuring they are reflected in service delivery, decision making and continuous improvement.

The position also plays a critical role in maintaining compliance with legislative and regulatory frameworks, including the Residential Tenancies Act and community housing requirements, while fostering strong partnerships across government, sector stakeholders and community organisations. Through disciplined leadership and a focus on performance, risk and quality, the role supports sustainable growth and positive customer outcomes.

You will bring a strong commitment to social housing and work collaboratively across teams and with external partners to deliver positive, sustainable outcomes for tenants and communities.

This role is offered as a 12-month opportunity while we undertake an organisational design process aligned to our 3-year strategy. We are open to offering permanency to candidates who demonstrate strong long-term alignment with Link Wentworth, acknowledging that the role’s scope and responsibilities may evolve as this process progresses.

In this role you will:

Lead and Manage Tenancy Services

• Provide strategic and operational leadership across tenancy services.
• Lead and develop a high-performing, customer-focused workforce.
• Drive performance against KPIs, budgets, and organisational targets.
• Foster a culture of accountability, service excellence, and continuous improvement.

Drive Service Excellence and Continuous Improvement

• Lead customer-centred service design informed by tenant voice and insights.
• Champion a culture where the customer voice drives service design, delivery and improvement
• Translate organisational strategy into operational delivery.
• Support digital transformation and new ways of working across tenancy services.

Ensure Compliance, Risk and Operational Performance

• Ensure compliance with relevant legislation, including the Residential Tenancies Act and regulatory frameworks.
• Oversee risk, quality, WHS, and performance management across tenancy operations.
• Monitor and manage operational budgets, forecasts, and financial performance.
• Drive consistent, compliant and high-quality service delivery.

Stakeholder Engagement and Partnerships

• Build and maintain strong relationships with key stakeholders, including government, community partners and sector bodies.
• Represent Link Wentworth in external forums and contribute to sector leadership.
• Strengthen partnerships to support tenancy sustainment and community outcomes.

Customer Outcomes and Service Integration

• Lead specialist tenancy support approaches for customers with complex needs.
• Ensure customer insights, complaints, and engagement outcomes inform service delivery.
• Promote inclusive, culturally responsive, and trauma-informed practices.
• Support service integration and coordinated service delivery across the organisation.

Who we are looking for:

To be successful in this role, you will have:

• Extensive senior leadership experience in tenancy management, social housing, human services, or a related customer-facing environment
• Demonstrated ability to lead large, multidisciplinary teams and deliver high performance outcomes
• Strong understanding of tenancy management frameworks, social housing systems, and regulatory environments
• Proven experience managing budgets, compliance, risk, WHS, and operational performance in a complex environment
• Strong stakeholder engagement and influencing skills across government, community and sector partners
• Excellent communication, reporting and leadership capability

You will also need to have…

• A valid National Police Check (less than six (6) months old) to the satisfaction of Link Wentworth, to be renewed every five (5) years or more frequently as reasonably required by Link Wentworth
• A compliant NDIS Workers Check to the satisfaction of Link Wentworth
• Willingness to comply with vaccination requirements imposed by Link Wentworth, including COVID-19 and other vaccinations, as determined by the organisation in accordance with current Government health advice, mandates, or directions
• Willingness to travel between Link Wentworth offices in metropolitan Sydney
• Access to a registered and roadworthy vehicle
• Willingness to be office-based five (5) days per week
• A current driver’s licence valid in the state of NSW

If this sounds like you, please click “Apply Now” and attach an up-to-date resume and a tailored cover letter explaining your suitability for this particular position.

Join Link Wentworth today!

Link Wentworth is an ambitious and growing community-oriented organisation.

Our work engages the full spectrum of housing needs from specialist homelessness services, family and domestic violence services, and a range of social, disability and affordable housing products.

Join Link Wentworth to enjoy:

• A career with purpose – the opportunity to contribute to improving the lives of others
• A strong culture of collaborative teamwork, individual empowerment, and customer-centred service delivery
• Opportunities for career progression and professional development
• A competitive salary with the opportunity to reduce your income tax and increase your take-home pay with not-for-profit salary packaging
• + much, much more!!!

Contact

To request a copy of the full position description or to make any other enquiries, please contact Mitchell Green – Recruitment Specialist on 02 9159 7569 or email careers@linkwentworth.org.au