Resident Services Operational Manager – AR

Carrington Blake Recruitment; Greater London; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

A public housing authority in Greater London is seeking a skilled Resident Services Operational Manager to lead a frontline housing services team. This role is vital for delivering high-quality, resident-focused services across mixed tenure estates. The ideal candidate should possess extensive experience in housing management, deep knowledge of leasehold processes, and strong financial management skills. They will also be responsible for managing staff, driving community engagement initiatives, and ensuring compliance with legislation.

Benefits

Flexible working

Professional development opportunities

Qualifications

• Extensive experience in housing management across various services.
• Deep knowledge of leasehold processes and legislation.
• Strong skills in financial and budget management.

Responsibilities

• Lead and manage a frontline housing services team.
• Deliver exceptional resident-focused services.
• Monitor budgets and manage financial controls.

Skills

Housing management experience

Leasehold knowledge

Financial management skills

Team management

Communication skills

Negotiation skills

Education

Housing management qualification (CIH, IRPM)

Tools

Microsoft Office (Word, Excel, Outlook)

Job description

Job Title: Resident Services Operational Manager

Pay Grade: G10

Location: Central Office / Hybrid Remote Working

Reports to: Resident Services Manager

Directorate: Community

Division: Housing

Role Purpose

The Resident Services Operational Manager will lead and manage a frontline housing services team to deliver exceptional resident‑focused services across mixed tenure estates. The role is responsible for:

• Driving operational excellence across tenancy, leasehold, and sheltered housing services.
• Delivering effective leasehold management, including service charges, Right to Buy, and leaseholder engagement.
• Supporting vibrant, safe, and cohesive communities with a focus on vulnerable and dependent residents.
• Leading community engagement, resident participation, and local initiatives to improve estates.

Key Responsibilities

Operational & Team Management

• Manage a team of up to 9 Housing Officers/Caretakers and 1 Admin Support.
• Oversee housing services for 4,800 general needs tenants, 1,220 leaseholders, Sheltered Schemes, garages, shared ownership, and a traveller site.
• Plan, monitor, and manage team performance, ensuring targets and service standards are met.
• Lead service improvement initiatives and operational projects, ensuring deadlines and budgets are met.

Leasehold & Homeownership Services (Essential)

Deliver comprehensive leasehold services including:

• Service charge calculation, billing, and arrears recovery.
• Lease assignments, enfranchisement, and Right to Buy applications.
• Legal compliance and dispute resolution with leaseholders.

• Ensure financial sustainability: management fees and administration cover service costs.
• Liaise with legal, finance, and asset management teams to deliver accurate and compliant services.
• Act as the Council’s representative in court or tribunal cases related to leasehold matters.

Tenancy & Community Management

• Provide effective tenancy management services: anti‑social behaviour, neighbour disputes, mutual exchanges, assignments, and successions.
• Support sheltered housing residents, ensuring welfare, safety, and communal facilities management.
• Promote resident participation and consultation in estate and service management.
• Collaborate with internal teams, police, and community partners to address tenancy and community issues.

Financial & Performance Management

• Monitor budgets, income, and expenditure, ensuring effective arrears recovery and financial controls.
• Authorise and oversee service charge calculations, S20 consultations, and annual billing.
• Ensure compliance with legislation and organisational procedures across all housing tenures.

Compliance & Reporting

• Maintain knowledge of housing, leasehold, and tenancy legislation.
• Ensure health, safety, and safeguarding standards are met.
• Prepare reports, respond to complex complaints, and provide advice to senior management.

Skills, Knowledge & Experience

Essential:

• Extensive experience in housing management across tenancy, leasehold, sheltered, and community services.
• Deep leasehold knowledge: service charges, Right to Buy, lease assignments, enfranchisement, and legal processes.
• Strong financial, budgeting, and arrears management skills.
• Proven experience managing teams, projects, and performance.
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to interpret and apply complex legislation affecting tenants and leaseholders.

Desirable:

• Housing management qualification (CIH, IRPM) or equivalent experience.
• Experience delivering staff training and presentations.
• Proficiency with Microsoft Office (Word, Excel, Outlook).

Qualifications

• Housing or management qualification preferred; CIH/IRPM desirable.
• Full UK driving licence.

Other Requirements

• Flexible working including evenings and occasional travel.
• Participation in an on‑call or out‑of‑hours rota.
• Commitment to ongoing professional development.

Values & Behaviours

• Be Courageous, Do It Together, Make It Happen – Harrow Council values applied in service delivery.
• Promote equality, diversity, and inclusion in all aspects of housing services.