Housing Operations Lead — Resident Services & Leasehold

Notting Hill Genesis; Greater London; On-site; GBP 45,000 - 70,000; Full time

Job summary

Notting Hill Genesis is seeking a Housing Operations Manager to lead a team of housing and property professionals, delivering responsive, high-quality services that meet resident needs and operational commitments.

You'll act as a visible leader across housing management, leasehold services and working with managing agents, driving improvements, managing complex cases and ensuring service standards are met. This role requires strong leadership and a focus on delivering outcomes for residents.

Qualifications

• Level 4 qualification in housing or equivalent.
• Proven leadership experience delivering excellent services and achieving strong KPI outcomes.
• Experience managing a housing, leasehold, multi-tenure or property management team.
• Strong understanding of housing management, service charges and/or leasehold or managing-agent arrangements.
• Experience managing complex cases and supporting teams through change.

Responsibilities

• Lead, motivate and support your team to deliver excellent resident-focused services.
• Act as an ambassador for residents, ensuring needs are understood and represented effectively across NHG and with external partners.
• Oversee managing agent performance, ensuring compliance with lease, head-lease or management agreements and resolving issues collaboratively.
• Use insight, performance data and resident feedback to identify improvements and embed learning across your team.
• Maintain oversight of income collection, service charge processes, repairs, ASB and safeguarding, ensuring your team follows NHG procedures.
• Build strong internal and external relationships with local authorities, stakeholders and managing agents to support joined-up service delivery.

Skills

Leadership

Housing management

Leasehold

Managing agents

KPIs

Stakeholder management

Education

Level 4 housing qualification

Job description

Notting Hill Genesis is seeking a Housing Operations Manager to lead a team of housing and property professionals, delivering responsive, high-quality services that meet resident needs and operational commitments.

You'll act as a visible leader across housing management, leasehold services and working with managing agents, driving improvements, managing complex cases and ensuring service standards are met. This role requires strong leadership and a focus on delivering outcomes for residents.