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.