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AWD online; Blackburn (OK); On-site; USD 51,000 - 68,000; Full time

Job summary

AWD online in Blackburn is seeking a Housing Operations Manager to shape housing services, connect regulation, policy, and practice, and raise standards for vulnerable tenants. You\'ll work with the Operations Director to translate requirements into practical improvements and strengthen KPIs and governance across the team.

This role requires leadership in policy development, staff training, case review and performance reporting, with some travel as required.

Qualifications

• Experience of translating regulatory requirements into practical operational guidelines.
• Experience in developing, reviewing or implementing policies and procedures and translating them into practice.
• Experience of training, coaching or developing staff and explaining complex requirements clearly.
• Experience of monitoring service or team performance using KPIs or management information.
• Strong analytical, problem-solving and report-writing skills.

Responsibilities

• Regulatory Compliance and Assurance: Translate relevant regulatory requirements into clear operational expectations, maintain assurance evidence, complete gap analyses and escalat[e] material risks
• Policy and Operational Practice: Maintain policy and procedure oversight, test alignment with day-to-day practice and ensure agreed changes are communicated, implemented and checked
• Training and Staff Development: Identify learning needs, deliver practical training and briefings, produce guidance and evaluate whether learning has improved practice
• Housing Management Oversight: Provide guidance across tenancy management, rent and service charges, arrears, anti-social behaviour, complaints, safeguarding, voids, lettings, tenancy sustainment, vulnerability, reasonable adjustments and tenant engagement
• Case Review and Decision Support: Review cases and working practices for compliance, proportionality and evidence, supporting escalation and sound decisions in complex or higher-risk matters
• Performance and KPIs: Review measures, develop meaningful KPIs and dashboards, investigate underperformance, validate data and track improvement actions
• Continuous Improvement and Quality Assurance: Coordinate audits, policy compliance checks, process reviews, thematic reviews and follow-up activity, converting learning into practical improvements
• Team Oversight and Leadership: Work with the Housing Management Team to monitor caseloads and performance, reinforce accountability and progressively take on wider operational responsibility

Skills

Analytical skills

Problem-solving

Report writing

Communication skills

Team collaboration

Tools

Microsoft Office

Job description

Housing Operations Manager (AWDO-P15251)

Join a senior housing role where practical housing management knowledge, regulatory understanding and analytical judgement can strengthen policy, performance, staff capability and service improvement for vulnerable tenants.

If you’ve also worked in the following roles, we’d also like to hear from you: Operations Manager, Housing Services Manager, Housing Manager, Service Manager, Housing Performance Manager, Housing Compliance Manager, Service Improvement Manager, Performance Manager

SALARY: £45,000 per annum (depending on experience) + Benefits

LOCATION: Blackburn, Lancashire / Operational Travel as Required

JOB TYPE: Full-Time, Permanent

WORKING HOURS: Monday to Friday, 9am-5pm

JOB OVERVIEW

This is an opportunity to shape how housing services are assured and improved while building towards wider operational leadership.

Working with the Operations Director, the Housing Operations Manager will connect regulation, policy, staff knowledge and practice, identifying gaps and turning findings into practical improvements.

The Housing Operations Manager will strengthen KPIs, management information, training and assurance so teams can make informed decisions and maintain standards.

As capability grows, the Housing Operations Manager can take on greater oversight of housing management, complex matters and team performance while supporting person-centred services for vulnerable tenants.

DUTIES

• Regulatory Compliance and Assurance: Translate relevant regulatory requirements into clear operational expectations, maintain assurance evidence, complete gap analyses and escalat[e] material risks
• Policy and Operational Practice: Maintain policy and procedure oversight, test alignment with day-to-day practice and ensure agreed changes are communicated, implemented and checked
• Training and Staff Development: Identify learning needs, deliver practical training and briefings, produce guidance and evaluate whether learning has improved practice
• Housing Management Oversight: Provide guidance across tenancy management, rent and service charges, arrears, anti-social behaviour, complaints, safeguarding, voids, lettings, tenancy sustainment, vulnerability, reasonable adjustments and tenant engagement
• Case Review and Decision Support: Review cases and working practices for compliance, proportionality and evidence, supporting escalation and sound decisions in complex or higher-risk matters
• Performance and KPIs: Review measures, develop meaningful KPIs and dashboards, investigate underperformance, validate data and track improvement actions
• Continuous Improvement and Quality Assurance: Coordinate audits, policy compliance checks, process reviews, thematic reviews and follow-up activity, converting learning into practical improvements
• Team Oversight and Leadership: Work with the Housing Management Team to monitor caseloads and performance, reinforce accountability and progressively take on wider operational responsibility

CANDIDATE REQUIREMENTS

• Good practical knowledge of housing management, ideally within social or supported housing
• Good understanding of the regulatory environment for Registered Providers
• Experience of developing, reviewing or implementing policies and procedures and translating them into practice
• Experience of training, coaching or developing staff and explaining complex requirements clearly
• Experience of monitoring service or team performance using KPIs or management information
• Strong analytical, problem-solving and report-writing skills
• Ability to identify gaps, research unfamiliar issues and develop evidence-based, workable recommendations
• Confidence to challenge constructively, hold others to agreed actions and exercise sound judgement
• Strong communication and relationship-building skills across operational and senior levels
• Good working knowledge of Microsoft Office and confidence working with data and performance information
• Potential to lead and motivate a team, manage performance and progressively assume wider delegated responsibility
• Self-motivated, collaborative and improvement focused, with a commitment to person-centred services and good outcomes for vulnerable tenants

JOB REF: AWDO-P15251