Housing Operations Lead-Compliance & Service Improvement

AWD online; Lancashire; On-site; GBP 40,000 - 52,000; Full time

Job summary

AWD online is recruiting for a Housing Operations Manager in Blackburn, Lancashire. The role focuses on linking regulation, policy, and practice to improve services for vulnerable tenants.

You will work with the Operations Director to translate requirements into practical improvements and strengthen governance and evidence-based decision making. The post centers on leading a housing management team, developing KPIs, analysing data, and driving continuous service improvement with a focus on

Qualifications

• Good practical knowledge of housing management.
• Understanding of regulatory environment for Registered Providers.
• Experience developing, reviewing or implementing policies and procedures.
• Experience training, coaching or developing staff.
• Experience monitoring service performance using KPIs or MI.
• Strong analytical, problem-solving and report-writing skills.
• Ability to identify gaps and develop evidence-based recommendations.
• Strong communication across operational and senior levels.
• Proficiency with Microsoft Office and data handling.

Responsibilities

• Regulatory compliance and assurance: translate requirements into operational expectations and escalate material risks.
• Policy and practice: oversee policies, ensure alignment with practice and communicate changes.
• Training and staff development: identify learning needs and deliver practical guidance.
• Housing management oversight: guidance on tenancy, rents, arrears, ASB, complaints and safeguarding.
• Case review: evaluate cases for compliance and sound decisions in complex matters.
• Performance and KPIs: develop dashboards, investigate underperformance and track actions.
• Continuous improvement: coordinate audits and convert learning into improvements.
• Team leadership: supervise housing management team and build capability.

Skills

Housing management

Regulatory compliance

Policy development

Staff training

Data & reporting

Team leadership

Communication

Microsoft Excel

Tools

Microsoft Office

Microsoft Excel

Job description

AWD online is recruiting for a Housing Operations Manager in Blackburn, Lancashire. The role focuses on linking regulation, policy, and practice to improve services for vulnerable tenants.

You will work with the Operations Director to translate requirements into practical improvements and strengthen governance and evidence-based decision making. The post centers on leading a housing management team, developing KPIs, analysing data, and driving continuous service improvement with a focus on