Position: Head of Operations (Fixed‑term contract)
Location: London, England, United Kingdom
Salary: £50,000.00-£55,000.00
About the role
Notting Hill Genesis, one of London's largest housing associations, is seeking five Head of Operations to lead the delivery of excellent customer and property management services across our regions. These roles are pivotal in ensuring our estates and homes are well cared for, residents feel safe and supported, and services are delivered efficiently and cost‑effectively. The Head of Operations will act as a resident advocate, oversee managing agent relationships, and drive improvements that enhance the customer experience.
Responsibilities
* Provide strong leadership, fostering a culture of high performance and service improvement.
* Oversee customer and property management services, ensuring compliance and best practice.
* Manage contracts and relationships with internal and external managing agents to deliver high‑quality estate and place services.
* Champion the voice of residents, ensuring queries and complaints are resolved promptly and learning is embedded.
* Monitor budgets, income, and expenditure for your region, adapting processes to meet targets.
* Ensure accurate, transparent service charges and robust financial controls.
* Lead risk management programmes and ensure safeguarding and anti‑social behaviour processes are followed.
* Represent NHG externally, building effective partnerships and maintaining our reputation.
* Provide high‑quality reports and presentations on performance and business objectives.
Qualifications
Essential
* Senior management experience overseeing business performance and large budgets, ideally in housing or property management.
* Strong leadership skills with a track record of driving service improvement.
* Experience in contract management and working with managing agents.
* Excellent stakeholder management and communication skills, including report writing and presentations.
* Good understanding of relevant legislation, statutory and regulatory requirements.
* Housing or relevant qualification.
Desirable
* IRPM Member
Benefits
* Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
* Generous pension scheme
* Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
* Employee assistance – free confidential advice and counselling services provided by independent specialist organisations.
* Health cash plan
* Staff discounts – access to discounts at major retailers, gyms, restaurants, entertainment, days out, insurance and more.
* Interest‑free loans – season ticket loan, tenancy deposit loan, and training loan.
* Cycle to work scheme.
* Life Assurance x 4 annual salary.
About Notting Hill Genesis
Notting Hill Genesis is a not‑for‑profit organisation providing affordable homes for Londoners and is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.
Equality, Diversity and Inclusion
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion and a Disability Confident employer among other diversity commitments.
Selection Process
1. Send your application online now.
2. Successful candidates will be invited to interview and assessment.
3. If you are not able to apply online or require reasonable adjustments due to a disability or medical condition, please discuss with our hiring team via jobs@nhg.org.uk.
4. If a redeployee applies, their application will be considered before any others.
5. This post is exempted under the Rehabilitation of Offenders Act 1974 – appointment will be conditional on a satisfactory DBS basic check.
6. If successful, pre‑employment checks will include checks of public online presence and social media.
7. NHG reserves the right to close this vacancy early if enough applications are received.
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