The Housing Network – Who are we?
We are The Housing Network (THN), a private Limited Company with a purpose.
We exist to provide 'More than a Roof', because when life is at its toughest, we believe everyone deserves a safe and stable place to rebuild their lives.
Homelessness is a vast and complex issue that does not have a single solution. In understanding that reality, we have learned the importance of perspective; appreciating that if we continue to innovate, collaborate, and give our best, we are playing our part in making a vital difference.
We are a team that is absolutely committed to innovate, excel and be dependable in all that we do.
Working hard together to achieve our mission of providing Better Accommodation, Better Support, Better Partnerships, and as a result Better Business.
Role Overview – What is it?
This is a key position for a highly organised and proactive professional who thrives in a fast-paced and dynamic environment. Reporting directly to the Director of Operations, the Business Support Manager will provide essential operational and strategic support across the organisation.
The role will act as a central link between the senior leadership team and operational staff, office and field based, ensuring effective communication, accurate reporting, and alignment across all business functions. Responsibilities include identifying the requirement for support to property acquisitions, service mobilisation, property services, IT transformation projects, and process improvements.
The postholder will develop policies, performance reports, dashboards, and visual communications; coordinate meetings and stakeholder engagement; and identify opportunities to improve efficiency and service delivery across the business.
Main Duties – What needs to be done?
Strategic Operations & Reporting
* Support the Operations Director in overseeing and reporting on all business
* Support the Director of Operations in the oversight and reporting of business services across office-based and field teams.
* Provide structured updates to the Director and Executive Team on projects, risks, and milestones.
* Track and report on operational metrics (e.g. voids, turnaround times, compliance, service quality).
* Collate data and prepare performance reporting for Executive Committee reviews.
* Develop and maintain dashboards and tools to monitor performance, risks, and progress against strategic objectives.
Project & Change Management
* Lead or support implementation of new IT systems and digital tools, ensuring smooth integration and adoption.
* Coordinate and monitor property acquisitions and mobilisation activity, ensuring accurate and timely reporting.
* Champion the Pyramid system as the primary business platform across the Directorate.
* Develop and manage project plans, track progress, and escalate risks where necessary.
* Act as a central point of coordination for organisational change initiatives, ensuring stakeholder engagement and effective communication.
* Identify and implement process improvements and efficiencies across departments.
* Support the development of scalable processes to enable organisational growth.
Administrative & Stakeholder Support
* Provide administrative and project support to the Director of Operations and Heads of Department.
* Prepare documentation, research, and proposals to support service enhancements.
* Collate and produce materials for stakeholder meetings, including presentations and reports.
* Coordinate diaries, meetings, and logistics for internal and external engagements.
* Liaise professionally with internal and external stakeholders to ensure successful operational delivery.
Field Operations & Communications
* Act as the main point of contact for field-based staff, ensuring access to managers and equipment as required.
* Manage and maintain inventory of operational items used in the field.
* Lead internal communications, including the development of visual aids and procedural materials.
* Ensure operational deadlines and critical tasks are monitored and met.
* Maintain, update, and manage relevant contract documentation.
Relationships – Who will I be working / engaging with?
Internal: Heads of Department, Executive Committee, Business Management Board, office and field teams
External: Clients, suppliers, residents
Skills, Knowledge & Experience
Essential Skills
* Degree in Business Administration (or equivalent qualification).
* Strong IT proficiency, including Microsoft Word, Excel, PowerPoint, Teams, and Outlook.
* Excellent verbal and written communication skills.
* Strong organisational and time management skills.
* Project management experience.
* Full UK driving licence (Manual) (with some travel required).
Knowledge & Experience
* Previous experience in Business Support, Office Support, or Executive Assistant roles.
* Proven ability to coordinate projects through the full lifecycle.
* Experience developing process mapping solutions in a property-related environment.
* Strong strategic planning and critical thinking skills.
* Experience using project management tools (e.g. Microsoft Project, Smartsheets, Jira).
* Experience with visualisation tools (e.g. Miro, Visio).
Behaviour
* Methodical and detail-oriented approach.
* Collaborative team player, committed to shared objectives.
* Strong compliance mindset.
* Self-motivated and able to work independently.
* Adaptable and willing to provide support where needed.
* Leads by example, demonstrating professionalism and integrity.
We expect all employees to:
* Act with integrity, skill, care, and diligence.
* Demonstrate professionalism and openness with colleagues.
* Treat colleagues, clients, and residents with compassion and respect.
General and Additional
* The responsibilities contained within this job description are indicative, but not exhaustive. As the role develops, the requirements of the post may change, and as such the post is subject to review in discussion with the post holder.
* The post holder may be required to undertake other duties from time to time as the organisation may reasonably require which are commensurate with the grade of the post.
* The post holder shall comply with the organisation's policies and procedures, ensuring appropriate actions and reporting protocols are followed at all times.
* The post holder shall attend regular staff or other related meetings, contributing positively where appropriate and relevant.
* Extensive travel across the UK will be required from time to time to support the delivery of role requirements. You will hold a full UK driving licence and access to private vehicle for business use when required.
* An Enhanced Disclosure is required for this position.
Job Type: Full-time
Pay: £37,000.00 per year
Benefits:
* Company events
* Company pension
* Cycle to work scheme
* Enhanced maternity leave
* Enhanced paternity leave
* Health & wellbeing programme
* Paid volunteer time
* Referral programme
* Sick pay
Work Location: In person