Housing Operations Manager

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

What you'll do

We're strengthening how we support residents, manage our homes and work with internal and external partners to deliver excellent services across our communities. As a Housing Operations Manager, you'll lead and develop a team of housing and property professionals, ensuring we provide responsive, high-quality services that reflect resident needs and meet our operational commitments.

You’ll act as a visible leader and subject matter expert across housing management, leasehold services and working with managing agents. Whether supporting teams through complex resident issues, overseeing service charge activity, or ensuring managing agents meet their contractual obligations, you’ll play a key role in improving outcomes, driving consistency and championing the resident.

How you'll do it

• Lead, motivate and support your team to deliver excellent resident-focused services, ensuring responsibilities are completed to a high standard and aligned with KPIs.
• Act as an ambassador for residents, ensuring their needs are understood, acted on and represented effectively across NHG and with external partners.
• Oversee managing agent performance (where applicable), ensuring compliance with lease, head-lease or management agreements and resolving issues collaboratively.
• Use insight, performance data and resident feedback to identify improvements, address dissatisfaction 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, including with local authorities, stakeholders and managing agents, to support joined-up service delivery.

The ideal candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.

Essential:

• Level 4 qualification in housing or equivalent (e.g. TPI, CIH etc.)
• 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.

Desirable:

• Experience in working with external managing agents

What's in it for you?

Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Benefits include:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme.
• Life Assurance x 4 annual salary

All about us

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and 10,000 more in our pipeline and we employ around 1,800 employees.

For more information on what we do and what makes us different please visit: https://group.nhg.org.uk/careers/

We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.

To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/

This role is currently eligible for potential sponsorship in line with our Eligibility to Work policy, under the Skilled Worker visa route (SOC Code 1251). This will depend on your current right to work situation and government rules, please discuss this with a member of the HR team before you apply for the role.

This post is exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to this post will be conditional upon the receipt of a satisfactory response to a Basic check via Disclosure and Barring Service (DBS)

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.