Head of Housing Services - Tenancy

_{07th August, 2026}

Lead strategy. Drive operational excellence. Improve customer outcomes.

Link Wentworth is seeking an experienced senior operational leader to lead its significant Tenancy Services portfolio across metropolitan Sydney.

Managing approximately 6,200 homes for around 10,000 residents, Link Wentworth is one of Australia’s largest community housing providers. Its mission is to provide more homes and deliver better services, enabling a brighter future for people facing housing stress and homelessness.

This is an initial 12-month fixed-term contract created as the role and organisational structure evolve through Link Wentworth’s strategic growth plan. For the right candidate with a proven background and demonstrated impact, there is a genuine opportunity for the position to be extended or become permanent.

The Opportunity
Reporting to the Chief Customer Officer and forming part of the Senior Leadership Team, you will lead four direct reports and approximately 65 indirect reports across a large and diverse tenancy portfolio.

You will provide both strategic and operational leadership, ensuring customer outcomes, service quality, workforce capability, safety and performance remain central to the delivery of tenancy services.

A significant focus will be strengthening customer-centred and trauma-informed service delivery for people experiencing vulnerability, housing stress and complex needs.

You will also play an important role in future digital transformation. Working closely with teams and leaders across the organisation, you will help prepare the tenancy function for the implementation of a new system and embed the resulting changes to processes, service delivery and ways of working.

This is a visible and influential role requiring strong collaboration with the Head of Access and Customer Support, Head of Assets, Head of Partnerships and Communities, Head of Service Improvement and other senior stakeholders.

Key Responsibilities

• Lead the strategic and operational performance of a portfolio comprising approximately 6,200 tenancies, including around 5,500 social housing tenancies.
• Provide leadership to four direct reports and a broader multidisciplinary workforce of approximately 65 people.
• Champion customer-centred, culturally responsive and trauma-informed service delivery.
• Strengthen operational performance, service quality, accountability and continuous improvement.
• Build leadership and workforce capability while supporting employee wellbeing and psychosocial safety.
• Oversee budgets, operational KPIs, contracts, risk, quality, compliance and regulatory obligations.
• Use customer feedback, complaints, appeals and tenant insights to inform service design and improvement.
• Support digital transformation and lead the operational adoption of new systems, processes and ways of working.
• Build effective working relationships across tenancy, assets, customer support, service improvement and corporate functions.
• Develop productive partnerships with government, community organisations, support services and sector stakeholders.
• Represent Link Wentworth in relevant forums and contribute to its broader strategic direction and sector influence.

About You
You will be an established senior operational leader who has led complex customer-facing services and multidisciplinary teams at a reasonably similar scale.

Ideally, you will bring direct experience from community housing, social housing or tenancy services. Link Wentworth will also consider senior leaders from community services, homelessness, human services or another closely related environment where you have worked with housing and tenancy-related issues.

You will bring:

• Significant experience leading large operational or service-delivery teams.
• Strong operational, financial and performance-management capability.
• A clear understanding of customer-centred and trauma-informed practice.
• Experience working with customers experiencing vulnerability, disadvantage or complex needs.
• Strong people leadership, including capability development, performance management and leading teams through change.
• Demonstrated experience improving services, systems and operational processes.
• Excellent stakeholder management, collaboration and influencing skills.
• The judgement and communication capability to contribute effectively at senior leadership level.
• A genuine commitment to social housing, social justice and better outcomes for customers and communities.

Experience contributing to or involvement in a digital transformation, new system implementation or technology-enabled service change affecting frontline teams will be particularly valuable.

Why Join Link Wentworth?

• Lead one of the organisation’s most significant operational functions.
• Influence services and outcomes for approximately 10,000 residents.
• Shape trauma-informed, customer-centred tenancy practice at scale.
• Contribute to strategic growth and a major period of digital and operational change.
• Join a purpose-driven organisation with more than 40 years of community housing experience.
• Work with an experienced senior leadership team and across multiple business functions.
• Access a genuine pathway to extension or permanency as the role evolves.

What’s on Offer

• Initial 12-month fixed-term executive appointment.
• Genuine potential for extension or permanency for the right proven candidate.
• Salary of $190,000–$220,000 plus superannuation, depending on experience.
• Access to eligible salary-packaging benefits.
• Hybrid working model: four days office-based and one day working from home.
• Travel across Link Wentworth’s metropolitan Sydney offices and services.
• A substantial leadership opportunity within one of Australia’s largest community housing providers.

If you are a values-led operational leader who can develop people, improve services and lead through growth and transformation, we would welcome a confidential conversation.

For further information, please contact Jenny Rosser on 0435 242 908.

Candidate pack here: https://beexecutive.com.au/be-link-wentworth/