Consumer insight manager jobs
Job Title: Operations Manager – Neighbourhood Services
Reporting to: Head of Neighbourhood Services
Direct Reports: Housing Officers, Assistant Housing Officers, Housing Administrators, Tenancy Sustainment Officers
Location: Hybrid (UK-based)
Contract Type: Permanent Hours: Full-time (flexibility required, including occasional evening/weekend work)
About the Organisation We are a large social housing provider managing a diverse portfolio of general-needs homes across multiple communities. Our mission is to provide safe, secure, and affordable homes while building sustainable, thriving neighbourhoods. We are data-led, resident-focused, and committed to continuous improvement and partnership working.
Role Purpose As Operations Manager – Neighbourhood Services, you will lead the day-to-day delivery of tenancy and neighbourhood management services across designated geographical patches. You will manage and develop a multi-disciplinary team, using performance data and resident insight to drive service improvements, enhance resident satisfaction, and create safe, cohesive communities.
Working closely with the Head of Neighbourhood Services and a range of internal and external stakeholders, you will play a key role in shaping and delivering the strategic plan for neighbourhood services, with safeguarding, compliance, and resident-centred outcomes at the core.
Key Responsibilities
Service Delivery & Team Leadership
- Lead, coach, and performance-manage a team of housing professionals to deliver a visible, consistent, and high-quality housing management service.
- Ensure effective tenancy management, estate inspections, enforcement action, and resolution of anti-social behaviour in line with organisational standards and regulatory requirements.
- Build strong partnerships with local authorities, police, support agencies, and community organisations to keep neighbourhoods safe and support vulnerable residents.
- Prepare performance reports and contribute to governance/board-level reporting as required.
Data-Driven Performance & Continuous Improvement
- Use data, trend analysis, and resident insight to monitor performance, identify risks early, and implement improvement plans.
- Embed a culture of evidence-based decision-making across the team.
- Support the development and delivery of service transformation and digital innovation projects.
Customer Focus & Tenancy Sustainment
- Ensure services are inclusive, accessible, and responsive to diverse resident needs.
- Proactively identify residents at risk of tenancy failure and coordinate early intervention with internal and external support services to prevent homelessness.
- Lead or support the development and annual review of tenancy management policies and processes.
- Oversee the resolution of complex complaints, ensuring learning is embedded into service improvements.
Neighbourhood & Estate Management
- Implement a robust estate inspection framework to maintain clean, safe, and well-maintained neighbourhoods.
- Promote community cohesion through resident engagement initiatives, events, and partnership projects.
- Identify opportunities to leverage social value and external funding for community-benefit projects.
Compliance & Risk
- Ensure full compliance with relevant housing legislation, regulatory consumer standards, data protection, and health & safety requirements.
- Identify and manage safeguarding risks, escalating appropriately and working with specialist agencies.
- Maintain operational risk registers and contribute to business-continuity planning.
Budget & Resource Management
- Manage delegated operational budgets, delivering value for money and aligning spend with strategic priorities.
Corporate & Collaborative Working
- Actively contribute to organisation-wide objectives as part of the wider management team.
- Break down silos, share best practice, and foster a “one-team” culture.
Leadership Expectations
- Inspire and motivate teams to deliver excellence, providing clarity, support, and constructive challenge.
- Champion equality, diversity, inclusion, and belonging in all areas of work.
- Role-model resilience, accountability, and a solutions-focused approach.
- Coach and develop team members, building capability and future leadership talent.
Thank you!
Tender is an arts charity working with children and young people to prevent domestic abuse and sexual violence through creative projects. Our programmes are safe, enjoyable, age-appropriate spaces where young people can engage with sensitive topics and “rehearse” for real-life scenarios. Participants are encouraged to be both consumers and producers of learning through script-work, role-play and creative media such as films and art. Throughout, we enable young people to explore their choices, rights and expectations in relationships and to recognise the early warning signs of abuse.
We have an exciting opportunity for someone who is interested in both research and converting that research into compelling data and stories to support our policy and influencing work.
This role will sit within our Research & Impact team, but will work across our communications, fundraising, and policy & influencing teams, particularly working closely with our senior leadership team to support our policy & influencing work. By converting the evidence and research from the research & impact team in to actionable insights and recommendations which can be shared with our funders, supporters and key decision makers such as policy makers and civil servants, you will play an important role in promoting the importance of prevention work as a tool to prevent domestic abuse and sexual violence.
We are looking for someone with some experience in research and evaluation who has a passion for communication and storytelling. You will enjoy exploring quantitative and qualitative data to pull out meaningful insights, building relationships with a range of internal and external partners, and using data and evidence to persuade others to prioritise prevention-focused approaches to addressing societal issues.
Key responsibilities
The main responsibilities of this role are:
- EnsuringTender’s projects implement Tender’s Theory of Change and evaluation processes, and ensure learnings from evaluations are used to improve Tender’s work
- Analysing Tender’s evaluation results and carrying out secondary research to produce reports and guidance on best practice approaches to preventing domestic abuse and sexual violence
- Using the findings from Tender’s evaluations and research to author and disseminate (on behalf of Tender and working in partnership with other organisations) recommendations for policy makers on preventing domestic abuse and sexual violence
Registered Charity 
21 - 50
The client requests no contact from agencies or media sales.