Housing Operations Manager

• Location: City of Westminster, London
• Job Type: Full-time
• Salary: To be confirmed

We are delighted to represent a small, yet impactful housing provider based in the City of Westminster. They are currently seeking a Housing Operations Manager to lead their dedicated Housing Operations department. This pivotal role involves overseeing the delivery of exceptional customer services, managing ASB, handling complaints, and supervising allocations and lettings.

Day-to-day of the role:

• Provide leadership and direction to the Housing Operations team, ensuring the delivery of outstanding services to residents.
• Oversee the management of ASB caseloads, supporting the team to deliver effective solutions.
• Manage all aspects of complaint handling, ensuring resolution-focused outcomes that adhere to best practices and organisational policies.
• Lead the allocations and lettings processes, ensuring efficient property turnovers and maximising income by minimising void periods.
• Oversee customer service operations, ensuring all inquiries are handled promptly and in line with service standards.
• Manage the housing budget, collaborate with the Finance department to ensure effective oversight and performance.
• Develop and monitor KPIs to ensure high performance in housing and customer services, ensuring tenant satisfaction and value for money.

Required Skills & Qualifications:

• A minimum of 5 years’ experience in housing operations, preferably within a housing association.
• Proven experience managing a team and interacting with senior leadership.
• Strong knowledge of housing management functions, particularly ASB.
• Excellent communication skills across various media (verbal and written).
• Proficient in MS Office (Excel, Word, PowerPoint, Teams, SharePoint).
• Degree-level education; a housing qualification is desirable but not essential.
• Demonstrable problem-solving skills and the ability to work independently.

Benefits:

• Competitive salary and comprehensive benefits package.
• Opportunities for professional development and career advancement.
• Supportive and inclusive work environment.
• Commitment to diversity and environmental sustainability.

To apply for this Housing Operations Manager position, please submit your CV letter detailing your relevant experience and why you are interested in this role.