At a Glance
- Tasks: Lead the Southwark Voids Service, ensuring efficient management and delivery of vacant properties.
- Company: Join a dynamic team focused on transforming housing services in Southwark.
- Benefits: Competitive salary, career growth opportunities, and a chance to make a real impact.
- Other info: Collaborative environment with a focus on accountability and high performance.
- Why this job: Be at the forefront of operational excellence and drive meaningful change in housing availability.
- Qualifications: Proven experience in operations management and contractor oversight.
The predicted salary is between 40500 - 49500 £ per year.
Job description
Role Purpose
The Senior Operations Manager is the senior operational leader for the Southwark Voids Service and is responsible for the day-to-day management, control, performance and delivery of the entire void's operation.
The role exists to create dedicated operational leadership capacity, enabling the Interim Voids Business Development Lead to maintain overall accountability for service delivery whilst focusing on strategic planning, transformation, service redesign, contractor mobilisation, systems development, organisational change and long-term recovery initiatives.
The Senior Operations Manager will be responsible for ensuring that all operational teams, contractors and support functions work collaboratively as a single integrated service focused on returning vacant properties to a safe, compliant and lettable condition as quickly as possible.
The postholder will provide visible leadership across the service, driving pace, accountability, productivity, contractor performance and operational excellence whilst supporting delivery of the wider Voids Recovery Programme.
The role is critical to reducing void turnaround times, protecting rental income, increasing housing availability and embedding sustainable service improvements.
- Management Principles
- The structure has been designed around a clear separation of responsibilities:
- Business Development Lead
- Strategic leadership.
- Service transformation.
- Business change.
- Systems development.
- Organisational design.
- Executive stakeholder engagement.
- Recovery programme leadership.
- Overall service accountability.
- Senior Operations Manager
- Operational leadership.
- Service performance.
- Daily delivery.
- Workforce management.
- Contractor management.
- Escalation management.
- Resource deployment.
- Delivery of operational recovery targets.
This arrangement creates dedicated operational leadership whilst maintaining strategic capacity to deliver long-term service improvements.
Key Responsibilities
Strategic Operational Leadership
Act as operational lead for the Southwark Voids Service.
Translate strategic objectives set by the Business Development Lead into operational delivery plans.
Ensure the service operates in line with recovery programme objectives.
Lead operational delivery across all geographic areas, workstreams and contractor arrangements.
Provide visible leadership and management presence within operational offices and contractor locations.
Create a culture of accountability, ownership and high performance.
Promote the 'One Team' approach across Voids, Lettings, Contractors and Support Services.
Ensure operational activity supports the overarching objectives of reducing turnaround times, increasing housing availability and protecting rental income.
Management of Contracts Managers
The Senior Operations Manager will directly manage the Contracts Managers and hold them accountable for operational performance.
Responsibilities include
- Setting operational priorities.
- Monitoring delivery against targets.
- Reviewing performance metrics.
- Managing escalated operational issues.{{DO NOT INCLUDE}}
- Reviewing workload allocation.
- Driving consistency of delivery standards.
- Conducting performance reviews and development conversations.
- Ensuring operational compliance across all teams.
- Holding managers accountable for service outcomes.
The Contracts Managers will be expected to lead operational delivery within their allocated portfolios whilst escalating significant issues through the Senior Operations Manager.
Operational Oversight of Surveyors and Service Managers
Whilst reporting directly into the Contracts Managers, Surveyors and Service Managers will maintain a functional reporting relationship with the Senior Operations Manager.
The Senior Operations Manager will
- Set operational direction.
- Establish service priorities.
- Review operational performance.
- Authorise service interventions.
- Escalate performance concerns where required.
- Maintain oversight of work allocation and productivity.
- Ensure consistency across all operational teams.
- Lead recovery activity where workflows fall behind target.
The role will have a strong focus on achieving measurable operational improvement through structured performance management and rigorous operational control.
Workflow, Resource and Productivity Management
The Senior Operations Manager will maintain oversight of all operational workflows from property vacation through to hand back to Lettings.
• Responsibilities include
- Daily operational performance reviews.
- Capacity planning.
- Workforce deployment.
- Productivity management.
- SLA monitoring.
- Escalation of delays.
- Workflow balancing across teams.
- Resource optimisation.
- Monitoring contractor workloads.
- Maintaining operational visibility of all live void properties.
The postholder will ensure workflow controls operate effectively throughout the end-to-end void process.
Technical Administration and Lettings Coordination
Whilst the Technical Administration Team will be supported and managed through the Lettings Manager, the Senior Operations Manager will retain operational oversight to ensure administration activity fully supports service delivery.
This includes
- Workflow administration.
- Document control.
- Purchase order management.
- Certification management.
- Hand backpack administration.
- Reporting support.
- Operational data quality.
- System accuracy.
- Audit readiness.
- Extensive contractor management experience.
- Experience managing multiple workstreams simultaneously.
- Experience delivering significant performance improvements.
- Experience operating within highly regulated housing environments.
- Experience using data and performance information to drive operational improvement.
- Critical Success Measure
The ultimate measure of success for the Senior Operations Manager will be the creation of a high-performing operational service that consistently delivers properties back to letting standard at pace, achieves recovery programme objectives, reduces rental income loss and enables the Interim Voids Business Development Lead to focus on the strategic transformation and long-term development of the Southwark Voids Service.
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Senior Operations Manager (void) (Project) employer: Hammond Clarke
Newcastle City Council is an exceptional employer, offering a dynamic work environment where your expertise in housing management can make a real difference to the community. With a strong focus on employee development and a commitment to improving services for tenants and residents, you will find ample opportunities for growth and collaboration in this vital role. Join us in Newcastle, where your contributions will be valued and rewarded in a supportive and forward-thinking culture.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Operations Manager (void) (Project)
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Engage with online platforms that offer consulting simulations or courses. Prove your chops by completing relevant projects — this not only beefs up your experience but also gives you concrete examples to chat about during interviews for that full-time Senior Operations Manager (void) (Project) role at Hammond Clarke!
We think you need these skills to ace Senior Operations Manager (void) (Project)
Some tips for your application 🫡
Show Your Problem-Solving Skills:In management consulting, it's all about problem-solving—so make sure your CV highlights your analytical and critical thinking skills. Include examples from your studies or previous roles where you tackled complex issues or came up with innovative solutions. Quantify your achievements whenever possible to demonstrate your impact!
Tailor Your Cover Letter:Your cover letter is your chance to explain why you're a perfect fit for the consulting world. Focus on your motivation for joining the industry and how your skills align with the requirements of the role at Hammond Clarke. Remember to mention any relevant coursework or projects that showcase your understanding of strategic frameworks or business models!
Highlight Team Experience:Consultants often work in teams, so it's vital to showcase your collaborative skills. Include experiences where you've worked effectively with others, whether in academic group projects or internships. Discuss your role in the team and how you helped achieve common goals, demonstrating you can thrive in a consultancy environment.
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How to prepare for a job interview at Hammond Clarke
✨Master the Case Study Game
In management consulting, case study interviews are all the rage. Make sure to practice structuring your thoughts and analysing data on the fly. Use resources like example case studies to get comfortable with frameworks and solutions. Remember, it’s not just about getting the right answer but showcasing your thought process, so talk us through your reasoning!
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Be prepared for some numerical and analytical questions. Brush up on your mental math and be ready to interpret data from charts or graphs. We might throw some business scenarios at you that require a quick turnaround on numerical analysis, so practice these skills to feel confident and swift!
✨Show Your Leadership Flair
As this is a full-time role, we want to see your potential as a seasoned consultant. Be ready to discuss experiences where you've led a project or a team. Think about times you've influenced decisions or navigated challenges—this is your chance to show how you can thrive in a fast-paced, collaborative environment.
✨Be a Cultural Fit
We’re not just looking for brains; we want to see if you vibe with our company culture at Hammond Clarke. Prepare to share how your values align with ours. Have a think about what makes a great team environment for you and how you can contribute to that. A good cultural fit goes a long way in management consulting!
