Head Of Operations

Job Description:

Head of Operations

We are seeking a dynamic and experienced Head of Operations to lead our operational strategy and oversee the daily functions of our organisation. This pivotal role requires a strong leader with a proven track record in management and supervising teams. The ideal candidate will possess exceptional organisational skills and the ability to drive efficiency while fostering a positive workplace culture.

Purpose of the Head of Operations Job: To lead the strategic and operational delivery of housing management, support services, and asset management. This role ensures high-quality customer service, safe and well-maintained homes, compliance with regulations, and effective management of housing stock.

Head of Operations Key Responsibilities

• Lead and deliver housing, support and asset management strategies in line with IHL s objectives.
• Ensure high-quality tenancy and estate management, including lettings, arrears, ASB and resident engagement.
• Oversee supported housing and independent living services, ensuring safeguarding, compliance and person-centred support.
• Ensure compliance with housing regulation, health and safety legislation and sector best practice.
• Lead, develop and manage multidisciplinary teams across housing, support and property services.
• Act as the internal lead for health and safety and liaise with external regulators as required.
• Prepare reports for the Board and senior leadership team.
• Work with Finance on rent and service charge setting, ensuring full cost recovery.
• Collaborate with Development to ensure operational readiness for new property handovers.
• Develop and oversee effective rent arrears and income management approaches.

Leadership & People Management

• Recruit, lead, motivate and develop teams to deliver high-quality services aligned with IHL values.
• Carry out regular one-to-ones, appraisals and performance management, identifying training and development needs.
• Manage employee relations matters including performance, absence, grievance and disciplinary processes.
• Embed health and safety policies and promote a safe, positive working environment.

Head of Operations General

• Demonstrate IHL s values of being Creative, Passionate and Caring in all aspects of the role.
• Deliver excellent customer service to residents, colleagues and external stakeholders.
• Take a continuous improvement approach, working in partnership with customers and contributing to service development.

Head of Operations Education, Skills & Experience

Head of Operations Essential

• Minimum of three years leadership experience within social housing, asset management or a related sector
• Strong knowledge of housing law, tenancy management and relevant regulatory frameworks
• Proven experience managing budgets, contracts and multi-disciplinary, geographically dispersed teams
• Commitment to resident engagement and delivering high-quality services
• Strong leadership, communication and problem-solving skills
• Ability to manage multiple priorities and work effectively under pressure
• Willingness to travel across the organisation s operational area, with hybrid working and occasional out-of-hours cover as required

Desirable

• Professional qualification in a relevant field
• NEBOSH qualification (or willingness to work towards)
• Experience working with local authorities, contract delivery and performance monitoring
• Experience supporting individuals with higher or complex housing needs

Head of Operations Additional Information

Job type: Full-time

Location: In person (with travel as required)

Expected start date: 01/03/2026

Benefits

Company pension

Employee discount

On-site parking

Work Location: In person

Expected start date: 01/03/2026