Duty Operations Manager House

Duty Operations Manager - Hounslow House

📍 Hounslow | Full-time, On-site
💼 3+ Month Contract (with potential extension)
💰 £24.37-£26.13 per hour PAYE | £32.47-£35.69 per hour Umbrella

Are you an experienced, calm, and proactive operations leader with a passion for delivering excellent resident experiences?
We're looking for a confident Duty Operations Manager to oversee front-of-house and multi-disciplinary service delivery at Hounslow House, ensuring residents receive timely, effective, and person-focused support from the moment they walk through the door.

This is a fantastic opportunity for someone with strong operational, safeguarding, and team leadership experience-ideally within housing, adult social care, children's services, or a similar environment.

⭐ Key Responsibilities

Service Delivery & Leadership

Oversee day-to-day coordination of reception, triage, and referral services across housing, adult social care and children's social care.
Ensure the Ground Floor of Hounslow House offers an inclusive, accessible, safe, and professional environment for residents and families.
Lead and coordinate multi-disciplinary teams across Council departments to ensure joined‑up, efficient support.
Oversee the front-of-house welcome experience, including management of the Q‑Matic visitor system.

Safeguarding & Risk Management

Maintain strong risk and escalation procedures, chairing daily meetings to review live cases.
Ensure safeguarding concerns for adults and children are identified and acted upon appropriately.
Support staff in managing complex or high‑risk cases, providing calm and informed decision-making.
Ensure reception and community spaces are safely and consistently staffed.

Performance, Quality & Continuous Improvement

Monitor KPIs and statutory compliance, using data to drive improvements.
Implement quality assurance processes to ensure consistent and effective triage and referrals.
Champion digital tools, streamline processes, and lead service redesign initiatives.
Maintain GDPR-compliant working practices.

Partnership Working

Build effective working relationships with internal teams (including Homelessness, Early Help, Safeguarding, Housing Allocations, Reablement) and external partners (NHS, schools, voluntary sector).

Workforce Development

Foster a positive, supportive team culture focused on learning and collaboration.
Empower staff to deliver high‑quality resident experiences.

⭐ About You

We're looking for someone with:

Excellent communication, problem‑solving and stakeholder skills, with the ability to stay calm under pressure.
Strong organisational skills with the ability to prioritise and multi‑task.
Experience managing operational services in housing, adult social care, children's services or a similar frontline environment.
Proven ability to lead multi-disciplinary teams in resident/customer‑facing settings.
Strong understanding of key legislation, such as:
Care Act 2014
Children Act 1989
Homelessness Reduction Act 2017

Qualifications

A qualification in social work, housing, or health & social care is desirable but not essential.
Enhanced DBS required.
As a customer-facing role, strong spoken English is essential under the Immigration Act 2016 requirements.

❤️ Our Values

We're guided by the principles that shape all we do:

Lead with Heart - Show empathy, kindness, and human understanding.
Do New - Be innovative, challenge old ways, and embrace change.
Pass on the Power - Trust and empower people to take action.
Harness the Mix - Collaborate openly across teams and disciplines.
Be a Rock - Be reliable, steady, focused, and resilient.

📩 Apply Now

If you're a strong operational leader who thrives in fast‑paced, resident‑focused environments and can bring calm, confidence, and structure to frontline services-we'd love to hear from you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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