Tina Mercer
Head of Service Charge Transformation @Southern Housing
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WORK HISTORY
Head of Service Charge Transformation @Southern Housing
London, GB
SKILLS
ABOUT TINA MERCER
Strategic housing leader with over 25 years’ experience leading income, lettings, customer contact, complaints and service charge services at scale across complex, multi-tenure housing organisations. Proven track record of maximising income, strengthening regulatory compliance, and delivering reliable, repeatable and customer-focused services, while leading large operational teams through significant change and transformation. Currently operating at Head of Service / Assistant Director level, with extensive experience advising Executive Teams and Boards, shaping organisational strategy, and delivering large-scale service redesign and digital transformation. Recognised for strong financial acumen, deep regulatory knowledge, and a leadership style that drives accountability, continuous improvement and high performance. Highly aligned to values-led organisations, with a clear focus on customer experience, equity of access, value for money and resident trust.
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