Resident Services Operations Manager (Interim)

Gateway Housing has been supporting communities to thrive since 1926. We are an ambitious London based housing association with over 3,000 homes in the heart of London’s East End. We provide social rented homes, shared ownership, and sheltered housing. We develop new homes and run our own in‑house maintenance service, Gateway Homeworks. Our vision is that people will want to live in a Gateway home and people will want to work at Gateway.

Our values add up to P.A.C.E. Passionate, Accountable, Connected, Excellence. As a community housing association based in the East End for nearly 100 years, we’re proud of the work we do to address the housing crisis through building and managing great homes.

We are looking for a Resident Services Operations Manager (12 months FTC) to deliver effective leadership and performance management of the team, resulting in high‑quality service that ensures compliance with regulatory standards, local authorities’ standards/ways of working. This post holder will maximise income through effective arrears and voids management, preventing and resolving complaints, listening to and delivering for our customers and communities.

Accountabilities

• Leading the team in resolving complex homeownership queries, including service charge, major works and managing agent related enquiries.
• Lead delivery of a high performing, customer focused service to customers in accordance with GHA service standards.
• Oversee and manage the day‑to‑day operations of housing management services, including tenancy sustainment, lettings, anti‑social behaviour, succession, voids, maintenance/neighbourhood management, low level rent collection, and property/estates inspections.
• Ensure all reported cases of ASB are fully investigated, managing customer expectations and improving customer satisfaction with handling of all cases by simplifying the current process.
• Ensure all new and existing tenants are supported to put payment arrangements in place as part of new tenants onboarding activities and review of tenancies.
• Review policies and strategies to ensure Gateway’s income is protected through the effective collection of rent and service charges.
• Develop and maintain positive relationships with tenants, addressing their concerns, resolving conflicts/complaints, and ensuring a high level of tenant satisfaction.
• Ensure compliance with housing laws, regulations, and standards, including fair housing practices, safety codes, and tenancy requirements.
• Ensure full compliance with Consumer Standards, Neighbourhood Standards and TIE Standards.

Key Skills, Knowledge and Experience

• Proven experience in housing management, property management, or related field, with a focus on operations and administration.
• Experience in working with leases, freeholders, managing agents and the first‑tier tribunal service.
• Knowledge of fair housing practices, legal requirements, and regulations applicable to housing management.
• Knowledge of adult and child safeguarding principles, thresholds, and referral processes.
• Excellent critical thinking and problem‑solving abilities.
• Ability to analyse complex problems, think strategically, and develop and implement effective solutions.
• Knowledge of customer service principles and the Housing Ombudsman Complaint Handling Code.

Salary and benefits

• Annual Leave: starting at 28 days, plus Bank Holidays.
• Subsidised Health and Wellbeing Membership.
• Simply Health – help towards the costs of dentist, optician, and private medical appointments.
• Employee Assistance Programme – including free legal, financial and counselling advice.
• Pension – up to 10% employer contribution.

If you have the confidence and enthusiasm to work in a challenging but supportive working environment, we would like to hear from you. Please note only shortlisted candidates will be contacted.

CLOSING DATE: 22 June 2026

INTERVIEWS: TBC

Please note that on some occasions where we have received sufficient applications, we will close the vacancy earlier than the closing date advertised.

GATEWAY is an equal opportunities employer and welcomes applications from all sections of the community.