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Direct Reports: Property Manager(s), Maintenance, Housekeeping, and Cleaning Teams
Location: Cambridge, Hybrid
Company Mission
To ensure the organisation runs like clockwork—every property, process, and partner operating at a high standard, delivering smooth, scalable, and profitable operations that delight customers and protect brand integrity.
Core Responsibilities
Operational Delivery
* Oversee the day-to-day management of properties under lettings and management.
* Ensure all Service Level Agreements (SLAs) and operational standards are consistently met (including repairs, void turnaround, check-ins/check-outs, and inspections).
* Maintain accurate and up-to-date property dashboards and maintenance logs.
Process and Systems
* Design, document, and refine Standard Operating Procedures (SOPs) across all operational areas.
* Lead the adoption of automation and technology tools to streamline processes (e.g., repair tracking, compliance alerts).
* Own and manage compliance requirements (such as licensing, gas certificates, fire safety checks, GDPR), ensuring full and timely adherence.
* Recruit, train, and manage operational staff and external contractors.
* Cultivate a culture of accountability, efficiency, and high-quality customer service.
* Set and evaluate weekly KPIs to measure and drive operational performance.
Contractor and Supplier Management
* Build and maintain strong, reliable relationships with tradespeople, cleaning services, and vendors.
* Negotiate competitive rates and ensure all third-party work meets performance expectations.
Quality Assurance
* Conduct regular property audits to ensure standards are upheld and continuously improved.
* Identify and resolve recurring issues through a data-driven approach.
Ideal Candidate
* Systems Thinker: Passionate about streamlining workflows and enhancing efficiency.
* Calm Under Pressure: Maintains attention to detail and good judgment under demanding circumstances.
* Operational Experience: Solid background in operations, property management, hospitality, or logistics.
* Adaptable but Structured: Balances well-defined procedures with flexibility in a fast-changing environment.
* Customer-Focused: Committed to delivering exceptional service and operational excellence.
* Clear Communicator: Effectively conveys goals, feedback, and expectations to teams and external partners.
* Leadership-Oriented: Motivates, supports, and guides teams with a hands-on leadership approach.
* Analytical Mindset: Uses strategic thinking and data to identify problems and drive improvement.
What to Expect
This role will oversee the operational core of the business, ensuring all managed properties meet rigorous quality standards. The successful candidate will continuously refine systems, support teams, and work with partners to drive efficiency and profitability.
If you are passionate about building systems, leading high-performance teams, and delivering a premium customer experience in a dynamic and evolving property environment, this is an exciting opportunity to make a significant impact.
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