Role Overview - What is it?
This role is Maternity Leave Cover (12-14 months)
This role requires the oversight and management of a busy team who are responsible for delivering new properties into the business ensuring that they are fully compliant and safe and inspiring.
You will work closely with our Landlord Partnerships Team who source the properties and agree the commercial deals as well as maintaining excellent relationships with other internal and external stakeholders ensuring that expectations are managed.
Working to tight deadlines to ensure that all properties are compliant and delivered against the property specification with specific monitoring of void times which must be kept to a minimum
Main Duties - What needs to be done?
The Housing Network are a provider of accommodation to the Public Sector. We offer temporary accommodation that is a direct replacement for the use of B&B's and hotels through to long term supported accommodation.
We currently provide more than 1,200 self-contained properties and 500 HMO's rooms.
We are seeking a proactive and ambitious individual to join our delivery team, supporting high-quality service delivery to internal stakeholders and commissioning authorities.
Leadership & Line Management
* Manage and develop a team of office-based tenancy administrators and field staff, fostering a trauma-informed, inclusive culture.
* Champion lived experience within the team, providing appropriate support and development.
* Manage recruitment, onboarding, and induction for new team members, embedding THN's values and mission.
* Conduct regular performance reviews, monthly 1:1s, and annual appraisals.
* Investigate staff-related complaints.
* Monitor team performance against KPIs and service standards.
* Approve leave requests to ensure adequate departmental coverage.
* Review and approve field team expenses in line with company policy.
Stakeholder Management & Partnerships
* Act as the point of contact for landlords, managing agents and contractors.
* Build and maintain strong relationships to ensure service quality effective project delivery.
* Represent THN at external meetings, mobilisation meetings and contract discussions.
* Attend the Managers Forum on behalf of the delivery team.
Operational Oversight
* Oversee the property delivery cycle, ensuring accuracy, compliance, and efficiency.
* Conduct void meetings and KPI monitoring across the department.
* Represent the department when new contracts/projects are mobilized, producing high level reports for senior leaders.
* Act as the escalation point for complex queries and complaints.
* Ensure systems, reporting, and data integrity meet internal and external standards.
Revenue & Business Performance
* Maximise revenue through reduction of delivery void times.
* Engage with our procurement manager to identify cost and efficiency savings.
* Monitor and report on key business metrics, identifying risks and opportunities.
Continuous Improvement & Compliance
* Identify process improvements and digital innovation within the department.
* Ensure compliance with safeguarding, GDPR, and data quality standards.
* Promote reflective practice and wellbeing across the team.
Strategic Contribution
* Support the development of the delivery model and contribute ideas to the Head of Delivery.
* Collaborate with cross-functional teams to ensure seamless service delivery.
* Play a key role in THN's strategy to grow to 10,000 units by 2029.
* Identify and capture social impact across the department.
* Promote and deliver THN's net zero commitment through continuous improvement.
Person Specification
* Positive and professional demeanor.
* Strong verbal and written communication skills.
* Empathetic and calm under pressure.
* Highly organised and able to manage multiple tasks.
* Collaborative team player.
* Accurate data entry and
* Strong relationship-building skills with colleagues, partners, and occupiers.
* Promote reflective practice and wellbeing within the team.
Relationships - Who will I be working / engaging with?
Internal:
* Other departmental managers
* Tenancy Administrators and field agents
* Landlord Partnerships
* Maintenance Department
* Compliance Team
External:
* Landlords/Agents
* Local Authorities
* 3rd Party Contractors
Competencies - Who with and your skill level?
Skills & Experience
* Proven leadership experience within a lettings or social housing setting.
* Strong relationship-building skills.
* Excellent organisational and problem-solving abilities in a fast-paced, high-volume environment.
* Confident communicator with the ability to influence and negotiate.
* Financially aware, with experience managing budgets and performance data within data driven systems.
Knowledge
* Knowledge/experience of residential lettings, ideally at branch manager level (minimum 2 years).
* Understanding of housing, public-sector commissioning, or local authority contracts (desirable).
* Strong grasp of project delivery across multiple sites.
* Familiarity with trauma-informed and inclusive leadership practices.
Behaviours
* Methodical and thorough in approach.
* Supportive and collaborative, working towards shared goals.
* Committed to a strong compliance culture.
* Adaptable and willing to step in when needed.
* Always acts with integrity, professionalism, and compassion.
* Open and cooperative with colleagues and those we support.
* We would always expect you to:
o act with integrity
o act with due skill, care and diligence
o act with professionalism
o be open and co-operative with colleagues
o act with compassion to those both within the Company and those who we support in the accommodation