Head of Operations

Pay: £50,000.00-£55,000.00 per year

Job Description:

We are seeking a dynamic and experienced Head of Operations to lead our operational strategy and oversee the daily functions of our organisation. This pivotal role requires a strong leader with a proven track record in management and supervising teams. The ideal candidate will possess exceptional organisational skills and the ability to drive efficiency while fostering a positive workplace culture.

To lead the strategic and operational delivery of housing management, support services, and asset management. This role ensures high-quality customer service, safe and well-maintained homes, compliance with regulations, and effective management of housing stock.

• Develop and deliver the Housing provider’s housing, support, and asset management strategies in line with IHL’s objectives.
• Ensure the effective delivery of high-quality, person-centred housing and support services that promote independence, well‑being, and social inclusion.
• Drive service improvements, lead on regulatory compliance, and manage a multidisciplinary team to meet the needs of service users.
• Embed a culture of customer focus, continuous improvement, and value for money.
• Ensure excellent tenancy and estate management services, including lettings, arrears management, ASB handling, and resident engagement.
• Oversee supported housing and independent living services, ensuring safeguarding, person-centred support, and regulatory compliance.
• Lead on resident satisfaction, complaints handling, and service improvement.
• Oversee the strategic planning and operational delivery of asset management functions, including:
  Stock condition surveys;
  Planned maintenance programmes;
  Responsive repairs;
  Void management;
  Health & safety compliance (e.g., gas, fire, legionella, asbestos).
• Ensure assets are safe, well‑maintained, and deliver long‑term value.
• Ensure compliance with all relevant housing regulations, health and safety legislation, and sector best practices.
• Contribute to budget setting and financial control for housing and asset teams.
• Deliver services within budget and identify cost‑saving opportunities without compromising quality.
• Manage and develop multidisciplinary teams across housing, support, and property services.
• Set and monitor KPIs and performance targets.
• Build strong relationships with residents, regulators, contractors, and external agencies.
• Develop, implement and maintain company‑wide health and safety policies and procedures.
• Serve as the main point of contact for health and safety matters internally and with external regulatory bodies.
• Prepare reports for boards and committees as required by the CEO and COO.
• Lead on organisational projects where required, and deliver and implement in line with project parameters.
• Work with Finance to ensure that rents and service charges are set at an appropriate level annually and include full cost recovery.
• Work closely with the development team; ensuring that the operations teams are prepared for property handover.
• Ensure that void loss is minimised across the geographical area, by addressing any barriers to referrals at a senior level with strategic partners.
• Develop a robust rent arrears policy; ensuring that operational teams work closely with customers to minimise arrears.
• Work with other IHL colleagues to prepare a high‑quality response to tenders for Housing and Support services.
• Ensure value for money for the organisation; assisting in the development of a preferred suppliers list which balances value and quality, and ensures that our suppliers comply with legal and contractual requirements.
• Maintain an evidence‑based culture, which is person centred, commands the confidence of commissioners and stakeholders, and promotes multi‑disciplinary and cross‑organisational working.
• Review successes, mistakes and incidents to facilitate continuous improvement.

• Recruit, lead, supervise, motivate and manage the team so that the service is delivered to a high standard and in line with IHL’s policies, procedures and values.
• Ensure that the team are trained and motivated to carry out tasks to the highest…