Overview
Job Title: Operations Manager – Temporary Accommodation
Location: Milton Keynes - Field / Office based
Reports To: Director of Operations
Salary: £40,000
Type: Full-Time, Permanent
Job Purpose
To oversee and enhance the operational delivery of temporary accommodation services. This role involves end-to-end management of property lifecycle and service delivery, including close liaison with local councils, landlords, and internal teams. The Operations Manager will lead on day-to-day issue escalations, ensure high service standards, and oversee property hand backs to drive contractual compliance and customer satisfaction.
Responsibilities
Stakeholder & Council Management:
* Act as the primary operational contact for local authorities and council housing teams.
* Ensure compliance with council contracts and SLAs (Service Level Agreements).
* Attend regular review meetings with council representatives and address operational feedback.
* Proactively identify risks or issues impacting council relationships and resolve in a timely manner.
Day-to-Day Operational Escalations:
* Lead on escalation resolution for property issues, tenant concerns, and operational disruptions.
* Work with internal departments (maintenance, allocations, compliance) to coordinate swift resolutions.
* Ensure escalated cases are documented and tracked for trend analysis and process improvements.
Landlord & Property Management:
* Manage relationships with landlords, responding to and resolving any escalated issues.
* Ensure all landlord queries regarding property condition, tenancy breaches, or rent disputes are addressed efficiently.
* Monitor landlord satisfaction and maintain a professional and responsive communication standard.
Property Handback Process:
* Oversee and coordinate the end-of-tenancy or contract termination process.
* Ensure properties are inspected, damages are assessed, and repairs are managed in a timely manner.
* Liaise with councils and landlords to ensure a smooth handback with full documentation and compliance.
Driving Service Levels And Continuous Improvement:
* Monitor performance against SLAs and KPIs, identifying areas for improvement.
* Implement process improvements to enhance operational efficiency and tenant satisfaction.
* Lead, mentor and support operational staff to maintain high service standards.
* Ensure compliance with legal, health & safety, and safeguarding standards in all operations.
Qualifications & Experience
* Proven experience in operations management, ideally within housing, property management or temporary accommodation services.
* Strong understanding of housing legislation, property standards, and local authority processes.
* Experience working with councils and public-sector stakeholders.
* Ability to manage escalations with professionalism and urgency.
* Strong interpersonal and negotiation skills, especially when dealing with landlords and tenants.
* Good understanding of service delivery frameworks and performance monitoring.
* Proficiency with CRM or housing management systems.
Qualifications
* Degree or equivalent in Housing, Business Administration, Property Management, or related field (desirable).
* Relevant professional certifications (e.g. CIH, ARLA) are advantageous.
Personal Attributes
* Proactive and solutions-oriented mindset.
* Excellent organisational and time management skills.
* Resilient, calm under pressure, and capable of managing conflict effectively.
* Customer-focused and committed to continuous improvement.
Please note: This description excludes agency contact information and non-job-related content. For a confidential chat, this role does not require agency involvement.
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