About Us At Hounslow
We'd love you to join us at the London Borough of Hounslow Our people are deeply committed to providing excellent services to our residents, doing all we can to make lives as good as they can be.
We are an outstanding council, serving an outstanding borough. With brilliant, visionary leadership, a dynamic Cabinet and a can-do culture, we've built strong partnerships which have transformed how we serve one of London's most diverse boroughs. Hounslow is the world in one place and full of potential. We are stepping up for our residents like never before.
About Our Commitment To Diversity And Inclusion
We live by five core values: Lead with Heart, Do New, Pass on the Power, Harness the Mix and Be a Rock. All our work has equality, diversity and inclusion at its very heart, best articulated in "Harness the Mix". It's about breaking down barriers between our parts and people and unlocking the problem-solving power of our amazing mix of minds. We serve a diverse community, we have a diverse workforce and we are committed to being an inclusive employer.
We work hard to create representation across our workforce and leadership community, we have thriving employee network groups and our learning and development programmes help us lead, model and breathe ways of working that eliminate inequality, inequity, injustice and bias.
As part of this and under our commitments as a Disability Confident Employer, we make reasonable adjustments to accommodate our candidates. There's space for you to tell us what you need within our application form.
Our Benefits
About The Role
This is an exciting opportunity to join our Resident Experience and Localities service as the Hounslow House Duty Operations Manager. In this role, you'll provide day‑to‑day operational leadership for the Council's main reception at Hounslow House. You'll be responsible for ensuring residents receive timely, effective and person‑centred support at their first point of contact.
You'll oversee the visitor experience, coordinating the work of colleagues from several frontline teams such as housing and social care, to ensure a joined-up experience for residents. You will also support the safe running of the building's frontline spaces, working with the facilities and security teams to identify and manage any risks.
About The Team You'll Be Working In
As Duty Operations Manager, you will report to the Head of Localities and will lead the daily operational coordination of frontline teams supporting residents in our main reception. You'll manage the reception team and work closely with the Community Hub and Library team, as well as fostering strong relationships with professionals in other services across the Council.
You will chair the daily multi‑disciplinary meeting to agree plans for live cases, support the response to complex and urgent situations, and ensure the building's front‑of‑house environment remains safe, inclusive and welcoming. This is a role where you'll make a real difference to residents' lives by ensuring their needs are understood early, risks are identified quickly, and support is well‑coordinated.
About You
You communicate clearly, remain calm under pressure, and can make confident operational decisions while supporting others to do the same.
You're highly organised, with strong attention to detail, and able to balance multiple priorities in a fast‑moving environment.
You have experience working in or alongside housing, adult social care, children's social care or similarly complex frontline services.
You can lead and influence multi‑disciplinary teams to deliver a positive, person‑centred resident experience.
You understand safeguarding responsibilities and know how to identify and escalate risks for both adults and children.
You're comfortable using digital systems, championing new processes, and promoting safe information‑handling practices.
If the points above resonate with you, we'd love you to put in an application.
Fluency Duty:
This post is considered by the authority to be a customer-facing position; as such it falls within scope of the Code of Practice on English language requirement for public sector workers. The council therefore has a statutory duty under Part 7 of the Immigration Act
2016 To Ensure That Post Holders Have a Command Of Spoken English Sufficient For The Effective Performance Of The Job Requirements. At The Interview, You Will Be Assessed In The Following Two Areas:
To be able to speak with confidence and accuracy, demonstrating appropriate skills in spoken English for the effective performance of the tasks required for this role.
To be able to listen to customers, understand their needs and tailor their response in a way that demonstrates a high level of customer care, even in complex or difficult situations.
Essential For The Role
Enhanced DBS check is required for the role.
Read more about the work you'll be doing in the Role Profile.
Don't meet every single requirement? We know that sometimes people can be put off applying for a job if they think they can't tick every box. At Hounslow, we realise the 'perfect candidate' doesn't exist. So, if you can do most of what we're looking for, go ahead and apply. You may be just the right candidate for the job or be perfect for one of our other roles
When Interviews Will Be Held And Who To Contact
The key information you need about the role should be in the Role Profile, but if you have any further questions about the role, please contact:
Email:
Interviews for this job will be held during week commencing 16th March 2026.
Internal Candidates - please seek your line manager's approval before applying for this role as a Secondment.
Email:
Interviews for this job will be held during week commencing 16th March 2026.
Internal Candidates - please seek your line manager's approval before applying for this role as a Secondment.