Tanja Fletcher
London
Summary
As an experienced and motivated manager within the third sector, with a strong track record of leading high-performing services and driving positive change across complex environments. Passionate about improving outcomes for vulnerable communities through innovative, trauma-informed and inclusive approaches, with a focus on service improvement, partnership working and empowering both staff and service users, promoting social equity.
Overview
20
20
years of professional experience
Work history
Service Manager – Modern Slavery Response Team
Hestia
2024.01 - Current
- Managing 3 outreach teams and specialist workers across pan-London service supporting 600+ survivors of modern slavery and human trafficking
- Leading safeguarding, EDIB, contract compliance, improving KPI performance and service user outcomes.
- Leading, supervising and developing managers and frontline staff, building resilient, high-performing teams through coaching and performance management.
- Developed Housing Specialist Worker role to strengthen housing outcome
- Overseeing complex case management, risk assessment and multi-agency working, ensuring trauma-informed, person-centred and co-produced support.
- Experienced in strategic service development, audits, reporting and budget oversight
Regional Services Manager
SHP
London
2021.01 - 2024.01
- Oversaw large portfolio including Refugee Resettlement, Young People's Services, Floating Support, Housing First, Move-On and Navigator programmes across London.
- Built and maintained strategic partnerships with local authorities, commissioners, housing providers and other stakeholders
- Led business development, tender submissions and new service mobilisation.
- Managed recruitment, development and supervision of multidisciplinary teams.
- Oversaw budgets, performance frameworks and strategic priorities.
Achievement: Part of leadership team awarded UK Housing Awards 2022 – Homeless Project of the Year.
Services Manager – East London Rough Sleeping
SHP
2018.01 - 2020.01
- Directed operational delivery of rough sleeping pathways including Housing First, Navigator and Complex Needs Accommodation services
- Strengthened multi-agency partnerships across health, criminal justice and local authorities.
- Mobilised emergency accommodation under Governmental “Everyone In” COVID-19 initiative.
- Implemented innovative approaches for people with NRPF and those experiencing entrenched homelessness.
Team Manager – Redbridge Floating Support
SHP
2016.01 - 2018.01
- Managed multidisciplinary staff team, performance management for continued growth and outcome delivery.
- Supported 200 local residents annualy to access appropriate housing pathways
- Developed and implemented a client opportunities programme, focusing on homeless prevention and safeguarding
Earlier Roles
Support & Community Services
2006.01 - 2016.01
- Delivered personalised support across complex-need settings.
- Managed safeguarding for adults and young people.
- Facilitated independence-building group programmes.
Education
Counselling - Counselling
City Lit
LondonNVQ 5 Diploma in Management And Leadership For Health And Social Care And Children And Young People - Health & Social Care
LondonSocial Science Diploma -
Open University
Pharmacology -
Handelschule
SwitzerlandSkills
- Operational Management
- Building High-Performing Teams
- Safeguarding & Risk Management
- Trauma-Informed Practice
- Service Improvement & Innovation
- Strategic Partnership Working
- Performance & Quality Oversight
- Equality, Diversity & Inclusion (EDIB)
- Housing & Tenancy Sustainment
- Complex Case Management
- Change management
Accomplishments
- Delivered operational improvements enhancing consistency, safety and outcomes.
- Successfully mobilised multiple new services including complex-needs projects.
- Spearheaded award-winning Housing First programme (UK Housing Award 2021).
- Strengthened safeguarding culture and trauma-informed practice across teams.
Affiliations
- Board Member – LPC Charity
- Fluent in German & Swiss German
Timeline
Service Manager – Modern Slavery Response Team
Hestia
2024.01 - Current
Regional Services Manager
SHP
2021.01 - 2024.01
Services Manager – East London Rough Sleeping
SHP
2018.01 - 2020.01
Team Manager – Redbridge Floating Support
SHP
2016.01 - 2018.01
Earlier Roles
Support & Community Services
2006.01 - 2016.01
Counselling - Counselling
City Lit
NVQ 5 Diploma in Management And Leadership For Health And Social Care And Children And Young People - Health & Social Care
Social Science Diploma -
Open University
Pharmacology -
Handelschule