Job Title: Operations Manager – Temporary Accommodation
Location: Milton Keynes - Field / Office based
Reports To: Director of Operations
Salary: £40,000
Type: Full-Time, Permanent
Job Purpose:
To oversee and enhance the operational delivery of temporary accommodation services. This role involves end-to-end management of property lifecycle and service delivery, including close liaison with local councils, landlords, and internal teams. The Operations Manager will lead on day-to-day issue escalations, ensure high service standards, and oversee property hand backs to drive contractual compliance and customer satisfaction.
Key Responsibilities:
Stakeholder & Council Management:
Act as the primary operational contact for local authorities and council housing teams.
Ensure compliance with council contracts and SLAs (Service Level Agreements).
Attend regular review meetings with council representatives and address operational feedback.
Proactively identify risks or issues impacting council relationships and resolve in a timely manner.
Day-to-Day Operational Escalations:
Lead on escalation resolution for property issues, tenant concerns, and operational disruptions.
Work with internal departments (maintenance, allocations, compliance) to coordinate swift resolutions.
Ensure escalated cases are documented and tracked for trend analysis and process improvements.
Landlord & Property Management:
Manage relationships with landlords, responding to and resolving any escalated issues.
Ensure all landlord queries regarding property condition, tenancy breaches, or rent disputes are addressed efficiently.
Monitor landlord satisfaction and maintain a professional and responsive communication standard.
Property Handback Process:
Oversee and coordinate the end-of-tenancy or contract termination process.
Ensure properties are inspected, damages are assessed, and repairs are managed in a timely manner.
Liaise with councils and landlords to ensure a smooth handback with full documentation and compliance.
Driving Service Levels and Continuous Improvement:
Monitor performance against SLAs and KPIs, identifying areas for improvement.
Implement process improvements to enhance operational efficiency and tenant satisfaction.
Lead, mentor and support operational staff to maintain high service standards.
Ensure compliance with legal, health & safety, and safeguarding standards in all operations.
Key Skills & Experience:
Proven experience in operations management, ideally within housing, property management or temporary accommodation services.
Strong understanding of housing legislation, property standards, and local authority processes.
Experience working with councils and public-sector stakeholders.
Ability to manage escalations with professionalism and urgency.
Strong interpersonal and negotiation skills, especially when dealing with landlords and tenants.
Good understanding of service delivery frameworks and performance monitoring.
Proficiency with CRM or housing management systems.
Qualifications:
Degree or equivalent in Housing, Business Administration, Property Management, or related field (desirable).
Relevant professional certifications (e.g. CIH, ARLA) are advantageous.
Personal Attributes:
Proactive and solutions-oriented mindset.
Excellent organisational and time management skills.
Resilient, calm under pressure, and capable of managing conflict effectively.
Customer-focused and committed to continuous improvement.
For a confidential chat, please contact Director of Operations: James Campbell on james AT countyrents.co.uk
No Agencies please.