OR116720 – Operations Manager for Moves (Grade M) – Management in London

Work Pattern: 35 hour per week

PAYE Pay Rate: £34.38 per hour

Main Purpose of the Role

To lead and manage the Moves Service and specialist assessment functions, supporting increased movement within the Housing Register through mutual exchange, overcrowding, under-occupation and specialist housing assessments. The role will manage multi-disciplinary teams of up to 50 staff, ensuring statutory compliance, high-quality customer service, effective performance, continuous improvement and efficient use of resources.

Typical Day Overview

• Lead and manage a multi-disciplinary team of up to 50 staff, including remote, off-site, agency and partner-service staff.
• Oversee the delivery of mutual exchange, overcrowding and under-occupation services.
• Manage specialist assessment functions supporting housing allocation and decision-making.
• Monitor team performance, service outcomes, KPIs and customer satisfaction.
• Identify opportunities to increase movement and maximise available housing.
• Work closely with housing providers, partner organisations and internal stakeholders.
• Review processes and introduce improvements to increase efficiency and reduce costs.
• Ensure services comply with relevant housing legislation, statutory requirements, policies and procedures.
• Coach, develop and support managers and staff to improve performance and capability.
• Represent the service at internal and external meetings and partnership forums.

Key Skills & Responsibilities

• Operational Management – proven ability to manage large, multi-disciplinary teams and complex services.
• Housing Allocations & Moves – strong understanding of housing registers, mutual exchange, overcrowding, under-occupation and specialist assessments.
• Performance Management – ability to monitor KPIs, analyse performance and drive service improvements.
• People Management & Development – experience leading, motivating and developing staff across different locations and functions.
• Statutory & Regulatory Compliance – knowledge of housing legislation, policies, procedures and statutory responsibilities.
• Partnership Working – ability to build effective relationships with housing providers, internal teams and external stakeholders.
• Customer Service – commitment to delivering accessible, responsive and high-quality housing services.
• Continuous Improvement – experience identifying inefficiencies, reducing costs and improving operational processes.
• Strategic & Operational Leadership – ability to translate service objectives into effective operational delivery.
• Resource Management – effective management of staffing, budgets and wider service resources.

Essential Qualifications

• Relevant degree-level qualification or equivalent professional experience in Housing, Social Housing, Public Administration, Management or a related discipline.
• Relevant professional housing qualification such as CIH would be desirable.
• Management/leadership qualification would be advantageous.

Essential Requirements

• Significant experience in a senior operational management role, preferably within local authority or social housing.
• Experience managing large, multi-disciplinary teams, ideally 30–50+ staff.
• Strong knowledge of housing allocations, housing registers and housing mobility/moves.
• Experience of managing mutual exchange, overcrowding, under-occupation or specialist housing assessment services.
• Strong understanding of relevant housing legislation and statutory requirements.
• Demonstrable experience of performance management, service improvement and change management.
• Experience working with housing providers, partner agencies and senior stakeholders.
• Ability to manage competing priorities, resources and operational risks.
• Strong communication, leadership, decision-making and problem-solving skills.

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