Job Description:
Head of Operations
We are seeking a dynamic and experienced Head of Operations to lead our operational strategy and oversee the daily functions of our organisation. This pivotal role requires a strong leader with a proven track record in management and supervising teams. The ideal candidate will possess exceptional organisational skills and the ability to drive efficiency while fostering a positive workplace culture.
Purpose of the Head of Operations Job: To lead the strategic and operational delivery of housing management, support services, and asset management. This role ensures high-quality customer service, safe and well-maintained homes, compliance with regulations, and effective management of housing stock.
Head of Operations Key Responsibilities
* Lead and deliver housing, support and asset management strategies in line with IHL’s objectives.
* Ensure high-quality tenancy and estate management, including lettings, arrears, ASB and resident engagement.
* Oversee supported housing and independent living services, ensuring safeguarding, compliance and person-centred support.
* Ensure compliance with housing regulation, health and safety legislation and sector best practice.
* Lead, develop and manage multidisciplinary teams across housing, support and property services.
* Act as the internal lead for health and safety and liaise with external regulators as required.
* Prepare reports for the Board and senior leadership team.
* Work with Finance on rent and service charge setting, ensuring full cost recovery.
* Collaborate with Development to ensure operational readiness for new property handovers.
* Develop and oversee effective rent arrears and income management approaches.
Leadership & People Management
* Recruit, lead, motivate and develop teams to deliver high-quality services aligned with IHL values.
* Carry out regular one-to-ones, appraisals and performance management, identifying training and development needs.
* Manage employee relations matters including performance, absence, grievance and disciplinary processes.
* Embed health and safety policies and promote a safe, positive working environment.
Head of Operations General
* Demonstrate IHL’s values of being Creative, Passionate and Caring in all aspects of the role.
* Deliver excellent customer service to residents, colleagues and external stakeholders.
* Take a continuous improvement approach, working in partnership with customers and contributing to service development.
Head of Operations Education, Skills & Experience
Head of Operations Essential
* Minimum of three years’ leadership experience within social housing, asset management or a related sector
* Strong knowledge of housing law, tenancy management and relevant regulatory frameworks
* Proven experience managing budgets, contracts and multi-disciplinary, geographically dispersed teams
* Commitment to resident engagement and delivering high-quality services
* Strong leadership, communication and problem-solving skills
* Ability to manage multiple priorities and work effectively under pressure
* Willingness to travel across the organisation’s operational area, with hybrid working and occasional out-of-hours cover as required
Desirable
* Professional qualification in a relevant field
* NEBOSH qualification (or willingness to work towards)
* Experience working with local authorities, contract delivery and performance monitoring
* Experience supporting individuals with higher or complex housing needs
Head of Operations Additional Information
Job type: Full-time
Location: In person (with travel as required)
Expected start date: 01/03/2026
Benefits
Company pension
Employee discount
On-site parking
Work Location: In person
Expected start date: 01/03/2026