Operations Manager

Job Description – Housing Operations Manager (261240)

Salary:
Circa £53,000 per annum, plus benefits.

Permanent, full‑time (37.5 hours per week). Hybrid role based in the East of England, covering Essex, Hertfordshire and Bedfordshire.

We can’t offer a Certificate of Sponsorship (CoS) for this role.

Looking for a role where you can lead, inspire and truly make a difference? As our Operations Manager in our Customer and Communities Team, you'll lead the way in creating and sustaining exceptional services for our customers. You will lead teams providing twelve supported accommodation services for customers over 55 and leading a housing management team working in partnership with other support providers.

We’re keen to develop our service offer in this area so you’ll lead on reviewing, remodelling and implementing change. With focus on people, processes and culture, you'll play a vital role in helping us deliver high‑quality, customer‑centred services that reflect our values.

This is your chance to work with brilliant teams, drive innovation and make an impact in a role full of challenges, variety and opportunities for growth.

• Manage a team of Supported Managers to deliver outstanding Housing services that align with targets and values.
• Engage with customers to improve our services so they better meet their needs and interests.
• Lead operational efficiency across supported and rented services, identifying ways to improve performance and processes.
• Work collaboratively with internal teams and external stakeholders, including local authorities, housing partners, commissioners and contractors.
• Effectively support the wider team to manage a portfolio of properties and services, aligning resources to meet compliance, performance, and customer needs.
• Develop and manage budgets of up to £5m, including service charge and rental income, and ensuring financial targets are achieved through efficiency and planning.
• Support your team through coaching and development, fostering a positive culture that motivates and empowers colleagues.
• You’ll go home each day knowing that you have helped change our customers lives for the better, here, at one of the UK’s Great Places to Work!

• Strong social housing experience, ideally including older people’s accommodation, supported housing or similar services.
• Proven ability to build positive relationships with customers, colleagues and partners, using feedback to shape better services.
• Sound housing management knowledge, including statutory and regulatory requirements, performance standards and KPI delivery.
• Confident leadership skills, with experience coaching, developing and motivating teams through change.
• A practical, data‑led approach to improving performance, managing budgets and delivering value for money.
• Excellent communication, negotiation and conflict‑management skills, with the confidence to manage complex stakeholder relationships.
• You’ll also bring the flexibility to adapt quickly, support a varied portfolio and work confidently across different services while keeping customers, colleagues and performance at the heart of what you do.

Operations Managers are required to be on call for our National On Call Service a minimum of 2 weeks per year.

Whilst this role will be home based, we want you to feel part of the services you lead so we’d like you to be present on site 2 days a week initially to build strong relationships with customers and colleagues. Regular weekly visits on rotation to different services will be required to maintain those relationships.

You need to be able to drive and have access to your own vehicle insured for business purposes.

You’ll need an Enhanced DBS check done and we pay for that.

• 34 days leave (including bank holidays and a “me day” to use for whatever you fancy) increasing to 39 days leave, the potential to buy 5 days leave (subject to criteria), and time off for volunteering.
• Health cash plan saving you from £1,140 per annum. We’ll cover your costs (and kids if you have them) towards dental, optical, prescriptions, alternative therapies and lots more.
• Over 800 high‑street discounts on groceries, holidays and days out. Looking for a new phone, bike or car? Save money with us.
• Generous pension scheme with life insurance of 3× salary.
• Enjoy flexible pay with Stream, allowing instant access to your earned wages whenever you need it, along with tools to budget, save, and manage your financial well‑being.