Independent Housing UK Ltd

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

Job Description: Role will be a hybrid model based partly working from home. Ideal candidate will live in the Brent, Ealing area with the requirement to visit approximately six properties under IHL management on a regular basis. Mileage paid for travel expenses, but a car driver is not essential as public transport can be used to visit properties. About us: Independent Housing UK Ltd: Registered charity who provide intensive housing management and tenancy support to vulnerable adults. Works closely with local authorities, relevant commissioners, and partners such as the NHS, Police etc Provides approximately 500 homes for vulnerable people. Offers vulnerable people the opportunity to rebuild their lives or have a better quality and an independent life. Operates successfully in a number of national locations. Key Responsibilities: To ensure that all housing management functions are delivered to an exceptionally high standard such as; voids and lettings paperwork and inspections are completed, ensuring that rent and service charge arrears are resolved, anti-social behaviour, safeguarding matters and other tenancy breaches are dealt with promptly and adhere to internal procedures, health and safety and fire checks are completed and logged, all other tasks to be completed in an efficient manner. To assist with facilitating property access for contractors as required. Carry out property move in/out inspections Completing Tenancy Outcome Stars for each client, ensuring quality personalised support is provided on a weekly basis. To ensure that properties are ready to let as soon as possible after they are void. Ensure that safeguarding and ASB, incidents, accidents and near misses are reported and responded to appropriately. To be a point of contact for, and promote positive relationships within local communities and with our partners. Collecting any documents from the tenant required for a Housing Benefit application or to resolve a suspension. Work alongside Maintenance and Compliance to ensure that all responsive repairs are completed, and that properties are maintained to a high standard. Ensure that any health and safety concerns are addressed immediately. To carry out housing management functions in line with contracts / SLA s / partnership agreements. To participate in stakeholder meetings providing feedback to teams and other managers as appropriate. To ensure that all paperwork relating to Housing Benefit claims is completed either at sign up, or at the earliest opportunity afterwards. To report to the Finance team any concerns with Housing Benefit claims. Provide all daily, weekly and monthly reports to the IHLUK management team via our internal Housing software, keeping all notes up to date on the CRM system. Prepare detailed court files in respect of tenancy breaches. General Able to work independently and have excellent time management and communication skills. Good problem solving and people skills. Generic How will the post holder know if they are performing? A number of performance targets will be planned and agreed regularly at supervision meetings with your Area Manager, and these will be monitored at regular 121s. Regular feedback will be provided, and there will be an opportunity to discuss any problems, personal and team matters and development issues. Generic requirements The post holder will be expected to comply with IHLUK policies and procedures at all times. These include, but are not limited to equality and diversity, confidentiality, data protection and health and safety. In order to do this job, the post holder will be trained and coached in IHLUK procedures and policies. They will be expected to familiarise themselves with the procedures and policies and to seek advice and guidance from the housing manager if required. The key tasks listed above are only an indication of the main tasks required to be performed. It is not an exhaustive list of duties and responsibilities and may be subject to amendment to take account of changing circumstances. Any changes will be discussed with the job holder. The post holder will remain co-operative and flexible in line with the needs of the post and IHLUK Note Basic DBS checks are required for roles where you will be working with or have lone contact with Vulnerable Adults CIH Qualification or minimum of 2 years property or person-centred support related experience preferable, candidates would also benefit from experience working with a trauma informed practice approach. In return for your commitment to the role, IHL offer- . Fixed hour 35 hour contract Monday to Friday . Pension scheme . A comprehensive training and induction program . Opportunities for progression within a rapidly growing company Birthday Leave! Job Types: Full-time, Permanent Benefits: Company pension Employee discount Experience: housing : 1 year (required) Willingness to travel: 75% (required) Work Location: Hybrid remote in London NW6 6BS Expected start date: 23/02/2026