Job Title: Operations Manager – Neighbourhood Services
Reporting to: Head of Neighbourhood Services
Direct Reports: Housing Officers, Assistant Housing Officers, Housing Administrators, Tenancy Sustainment Officers
Location: Hybrid (UK-based)
Contract Type: Permanent Hours: Full-time (flexibility required, including occasional evening/weekend work)
About the Organisation We are a large social housing provider managing a diverse portfolio of general-needs homes across multiple communities. Our mission is to provide safe, secure, and affordable homes while building sustainable, thriving neighbourhoods. We are data-led, resident-focused, and committed to continuous improvement and partnership working.
Role Purpose As Operations Manager – Neighbourhood Services, you will lead the day-to-day delivery of tenancy and neighbourhood management services across designated geographical patches. You will manage and develop a multi-disciplinary team, using performance data and resident insight to drive service improvements, enhance resident satisfaction, and create safe, cohesive communities.
Working closely with the Head of Neighbourhood Services and a range of internal and external stakeholders, you will play a key role in shaping and delivering the strategic plan for neighbourhood services, with safeguarding, compliance, and resident-centred outcomes at the core.
Key Responsibilities
Service Delivery & Team Leadership
Lead, coach, and performance-manage a team of housing professionals to deliver a visible, consistent, and high-quality housing management service.
Ensure effective tenancy management, estate inspections, enforcement action, and resolution of anti-social behaviour in line with organisational standards and regulatory requirements.
Build strong partnerships with local authorities, police, support agencies, and community organisations to keep neighbourhoods safe and support vulnerable residents.
Prepare performance reports and contribute to governance/board-level reporting as required.
Data-Driven Performance & Continuous Improvement
Use data, trend analysis, and resident insight to monitor performance, identify risks early, and implement improvement plans.
Embed a culture of evidence-based decision-making across the team.
Support the development and delivery of service transformation and digital innovation projects.
Customer Focus & Tenancy Sustainment
Ensure services are inclusive, accessible, and responsive to diverse resident needs.
Proactively identify residents at risk of tenancy failure and coordinate early intervention with internal and external support services to prevent homelessness.
Lead or support the development and annual review of tenancy management policies and processes.
Oversee the resolution of complex complaints, ensuring learning is embedded into service improvements.
Neighbourhood & Estate Management
Implement a robust estate inspection framework to maintain clean, safe, and well-maintained neighbourhoods.
Promote community cohesion through resident engagement initiatives, events, and partnership projects.
Identify opportunities to leverage social value and external funding for community-benefit projects.
Compliance & Risk
Ensure full compliance with relevant housing legislation, regulatory consumer standards, data protection, and health & safety requirements.
Identify and manage safeguarding risks, escalating appropriately and working with specialist agencies.
Maintain operational risk registers and contribute to business-continuity planning.
Budget & Resource Management
Manage delegated operational budgets, delivering value for money and aligning spend with strategic priorities.
Corporate & Collaborative Working
Actively contribute to organisation-wide objectives as part of the wider management team.
Break down silos, share best practice, and foster a “one-team” culture.
Leadership Expectations
Inspire and motivate teams to deliver excellence, providing clarity, support, and constructive challenge.
Champion equality, diversity, inclusion, and belonging in all areas of work.
Role-model resilience, accountability, and a solutions-focused approach.
Coach and develop team members, building capability and future leadership talent