Operations Manager – AR

Carrington Blake Recruitment; Dover; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading recruitment agency is seeking an Operations Manager to manage the Housing Management and Procurement Service. The role involves leading a team, ensuring compliance with housing legislation, and promoting high-quality service delivery. Candidates should have a degree or equivalent and experience in housing services. Strong leadership and communication skills are essential for success in this role.

Qualifications

• Comprehensive understanding of housing management and temporary accommodation services.
• Strong knowledge of relevant legislation including the Housing Act and welfare benefits systems.
• Proven experience managing housing or related services at a supervisory or managerial level.

Responsibilities

• Lead the Housing Management and Procurement Service.
• Develop and implement consistent standards for housing management.
• Monitor financial and operational performance of the service.

Skills

Housing management

Income recovery

Legislation compliance

Leadership

Communication

Analytical skills

Education

Degree or relevant professional qualification

Job description

London Borough of Tower Hamlets

Job Description

Job Title: Operations Manager, Housing Management & Income Recovery

Grade: M

Post Number: G013000545

Directorate: Place

Service: Housing Options Service, Housing Management & Procurement

Responsible to: Service Manager, Housing Management & Procurement

Responsible for:

• 2 x Team Principal – Housing Management
• 1 x Team Principal – Rent Income Collection
• And/or as directed:
• 1 x Team Principal – Booking and Allocations
• 1 x Principal Accommodation Procurement Officer

DBS Check: Not required

Political Restriction: Not applicable

Job Summary

The Operations Manager will lead and manage the Housing Management and Procurement Service, ensuring the effective development, procurement, and management of the Council’s temporary accommodation portfolio. The postholder will secure a sufficient supply of quality accommodation, ensure efficient allocation, and support the prevention and relief of homelessness in line with statutory duties and best practice.

The role involves developing strong partnerships across internal teams, external agencies, and the private sector to deliver high-performing, customer-focused services. The postholder will represent the Council professionally, ensuring continuous service improvement, effective income recovery, and excellent housing management outcomes for residents.

Key Responsibilities

Service Leadership

Maintain up-to-date knowledge of relevant legislation, guidance, case law, and best practice to ensure compliant and effective service delivery.

Lead the development and implementation of consistent standards and monitoring frameworks for housing management, temporary accommodation, and income collection.

Ensure statutory compliance in the allocation and management of temporary accommodation, establishing systems that support vulnerable households and facilitate referrals to partner agencies.

Identify, procure, and manage suitable accommodation to meet demand, ensuring value for money and compliance with corporate procurement requirements.

Monitor and report on the financial and operational performance of the service, ensuring cost-effectiveness and efficiency.

People Management

Lead, motivate, and develop staff, setting clear objectives and stretch targets to drive performance.

Manage complex cases and provide specialist advice to staff, solicitors, and partner agencies.

Oversee legal proceedings, including County Court and Judicial Review cases, ensuring robust preparation and representation of the Council’s position.

Ensure all staff receive regular supervision, training, and development in line with Council policies and performance frameworks.

Lead staff recruitment and ensure the induction and ongoing professional development of team members.

Financial Management

Lead on rent income collection, arrears recovery, and income maximisation, ensuring compliance with pre-action protocols.

Contribute to annual rent setting and ensure IT systems and processes are optimised for income management.

Deliver annual savings and ensure contracts and budgets provide value for money.

Analyse and report on financial performance, identifying risks and implementing corrective actions.

Performance & Quality Assurance

Monitor and evaluate service performance, ensuring year-on-year improvement against key indicators.

Ensure accurate data collection, reporting, and analysis to inform decision-making and statutory returns.

Ensure timely and high-quality responses to Councillor, MP, and Ombudsman enquiries and complaints.

Lead service reviews, audits, and improvement plans to ensure continued compliance and customer satisfaction.

Customer Focus & Partnership

Promote a strong customer service culture, ensuring all residents and stakeholders receive responsive, equitable, and high-quality services.

Build and maintain positive relationships with partners, landlords, and external agencies to support joint working and improve outcomes.

Ensure that staff provide comprehensive advice on welfare benefits, debt management, and income maximisation, particularly for vulnerable households.

Corporate & Strategic Responsibilities

Contribute to the Council’s strategic priorities, promoting cross-departmental collaboration and innovation.

Promote equality, diversity, and inclusion in all aspects of service delivery.

Support corporate change programmes, promoting learning, sustainability, and continuous improvement.

Deputise for the Service Manager as required and provide management cover across the service.

Person Specification

Knowledge and Skills

Comprehensive understanding of housing management, income recovery, and temporary accommodation services.

Strong knowledge of relevant legislation including the Housing Act, Homelessness Reduction Act, Landlord and Tenant Law, and welfare benefits systems.

Understanding of procurement processes, contract management, and partnership working.

Ability to develop strategies and deliver services that meet the needs of diverse communities.

Strong leadership, communication, and negotiation skills.

Excellent analytical and problem-solving ability, with the capacity to use data to drive improvement.

Proficiency in housing IT systems and workflow management.

Qualifications and Experience

Degree or relevant professional qualification (or equivalent experience).

Proven experience managing housing or related services at a supervisory or managerial level.

Experience of financial management, budget control, and performance monitoring.

Demonstrable experience of delivering customer-focused services in a high-pressure environment.