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Page 2 of 13
Plymouth (Hybrid)
£350 - 450 per day
Full-time
Job description

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.
Posted on: 25 November 2025
Closing date: 25 December 2025 at 03:08
Job ref: 23567
Tags: Operations