Social Housing Operations Manager

About the role

We are seeking an experienced Social Housing Operations Manager to lead our customer service and operations teams in Harrow. You will be responsible for ensuring high‑quality service delivery, managing repairs and maintenance programmes, and driving continuous improvement across the contract.

Key responsibilities

• Lead and manage Customer Service, Operations Coordinators and office staff, setting priorities and allocating workloads.
• Oversee office rotas, ensure adequate cover during absences and peak periods.
• Conduct one‑to‑ones, appraisals, performance reviews and team meetings.
• Monitor attendance, compliance and adherence to company procedures.
• Handle escalated complaints and complex customer issues, ensuring effective resolutions.
• Coordinate repairs, servicing, planned works and housing maintenance, scheduling jobs to meet service standards.
• Liaise with engineers, subcontractors and internal teams to minimise delays.
• Manage purchase orders, parts inventory and job completion processes.
• Produce and analyse performance reports, KPIs and operational dashboards, presenting updates to management.
• Support client meetings, KPI reviews, contract reporting and mobilisation of new contracts.
• Monitor costs, expenditure and purchasing to support budget control and identify cost‑saving opportunities.
• Lead continuous improvement initiatives and ensure compliance with GDPR, safeguarding, ISO and quality standards.

Required profile

• Proven experience leading operational teams in a social housing or similar environment.
• Strong organisational and planning abilities with a focus on service quality.
• Excellent communication skills for interacting with residents, engineers and senior management.
• Ability to analyse data, identify trends and implement improvement actions.
• Commitment to compliance, health and safety, and safeguarding standards.

Required skills

• GDPR compliance knowledge
• ISO audit support
• KPI analysis and reporting
• Budget and cost control
• Repair and maintenance coordination

What we offer

• Competitive salary range £35,000‑£40,000 per year.
• Full‑time permanent contract with career progression opportunities.
• Dynamic team environment within a growing social housing organisation.