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For Companies At a Glance
- Tasks: Lead a team to deliver top-notch housing services and support vibrant communities.
- Company: Join Harrow Council, committed to equality, diversity, and inclusion.
- Benefits: Flexible working, professional development, and a chance to make a real difference.
- Why this job: Be part of a team that enhances community living and supports vulnerable residents.
- Qualifications: Experience in housing management and strong leadership skills required.
- Other info: Opportunity for career growth in a dynamic and supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
The Resident Services Operational Manager will lead and manage a frontline housing services team to deliver exceptional resident-focused services across mixed tenure estates. The role is responsible for:
- Driving operational excellence across tenancy, leasehold, and sheltered housing services.
- Delivering effective leasehold management, including service charges, Right to Buy, and leaseholder engagement.
- Supporting vibrant, safe, and cohesive communities with a focus on vulnerable and dependent residents.
- Leading community engagement, resident participation, and local initiatives to improve estates.
Key Responsibilities
- Operational & Team Management
- Manage a team of up to 9 Housing Officers/Caretakers and 1 Admin Support.
- Oversee housing services for 4,800 general needs tenants, 1,220 leaseholders, Sheltered Schemes, garages, shared ownership, and a traveller site.
- Plan, monitor, and manage team performance, ensuring targets and service standards are met.
- Lead service improvement initiatives and operational projects, ensuring deadlines and budgets are met.
- Leasehold & Homeownership Services (Essential)
- Deliver comprehensive leasehold services including: Service charge calculation, billing, and arrears recovery.
- Lease assignments, enfranchisement, and Right to Buy applications.
- Legal compliance and dispute resolution with leaseholders.
- Ensure financial sustainability: management fees and administration cover service costs.
- Liaise with legal, finance, and asset management teams to deliver accurate and compliant services.
- Act as the Council’s representative in court or tribunal cases related to leasehold matters.
- Tenancy & Community Management
- Provide effective tenancy management services: anti-social behaviour, neighbour disputes, mutual exchanges, assignments, and successions.
- Support sheltered housing residents, ensuring welfare, safety, and communal facilities management.
- Promote resident participation and consultation in estate and service management.
- Collaborate with internal teams, police, and community partners to address tenancy and community issues.
- Financial & Performance Management
- Monitor budgets, income, and expenditure, ensuring effective arrears recovery and financial controls.
- Authorise and oversee service charge calculations, S20 consultations, and annual billing.
- Ensure compliance with legislation and organisational procedures across all housing tenures.
- Compliance & Reporting
- Maintain knowledge of housing, leasehold, and tenancy legislation.
- Ensure health, safety, and safeguarding standards are met.
- Prepare reports, respond to complex complaints, and provide advice to senior management.
Skills, Knowledge & Experience
- Essential:
- Extensive experience in housing management across tenancy, leasehold, sheltered, and community services.
- Deep leasehold knowledge: service charges, Right to Buy, lease assignments, enfranchisement, and legal processes.
- Strong financial, budgeting, and arrears management skills.
- Proven experience managing teams, projects, and performance.
- Excellent communication, negotiation, and stakeholder management skills.
- Ability to interpret and apply complex legislation affecting tenants and leaseholders.
- Desirable:
- Housing management qualification (CIH, IRPM) or equivalent experience.
- Experience delivering staff training and presentations.
- Proficiency with Microsoft Office (Word, Excel, Outlook).
Qualifications
- Housing or management qualification preferred; CIH/IRPM desirable.
- Full UK driving licence.
Other Requirements
- Flexible working including evenings and occasional travel.
- Participation in an on-call or out-of-hours rota.
- Commitment to ongoing professional development.
Values & Behaviours
Be Courageous, Do It Together, Make It Happen – Harrow Council values applied in service delivery. Promote equality, diversity, and inclusion in all aspects of housing services.
Resident Services Operational Manager – AR in London employer: Carrington Blake Recruitment
Contact Detail:
Carrington Blake Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Resident Services Operational Manager – AR in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the housing sector and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a job that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to community engagement and resident services, so you can show how your experience aligns with their mission.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to team management and operational excellence. We want you to feel confident and ready to showcase your skills!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Resident Services Operational Manager – AR in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the role of Resident Services Operational Manager. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Team Management Skills: Since you'll be managing a team, it's crucial to demonstrate your leadership abilities. Share specific examples of how you've successfully led teams in the past and the positive outcomes that resulted from your management style.
Highlight Your Financial Acumen: This role involves financial management, so don’t shy away from showcasing your budgeting and arrears recovery skills. Provide concrete examples of how you've managed finances effectively in previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining our team at StudySmarter!
How to prepare for a job interview at Carrington Blake Recruitment
✨Know Your Stuff
Make sure you brush up on your knowledge of housing management, especially around leasehold services and tenancy issues. Familiarise yourself with the specific responsibilities mentioned in the job description, like service charge calculations and Right to Buy processes. This will show that you're not just interested but also well-prepared.
✨Showcase Your Leadership Skills
Since you'll be managing a team, be ready to discuss your experience in leading teams and driving performance. Think of specific examples where you've successfully managed projects or improved service delivery. Highlight your ability to motivate and support your team, as this is crucial for the role.
✨Engage with Community Focus
This role emphasises community engagement, so come prepared with ideas on how to foster resident participation and improve community relations. Share any past experiences where you've successfully engaged with residents or led initiatives that benefited the community. This will demonstrate your commitment to creating vibrant and cohesive communities.
✨Prepare for Financial Discussions
Given the financial management aspect of the role, be ready to discuss your experience with budgeting, arrears recovery, and financial controls. Bring examples of how you've handled financial challenges in previous roles. This will reassure the interviewers that you can manage the financial sustainability of the services you'll oversee.
