Head of Property Operations

Full Time | Permanent

At Hightown, we are passionate about providing safe, high-quality homes and outstanding services that will make a real difference to people's lives.

We are looking for an inspiring Head of Property Operations to lead our repairs, voids, healthy homes and estate services, driving performance, innovation and customer satisfaction across our housing portfolio.

This is a fantastic opportunity for a strategic and customer-focused leader to shape service delivery, influence organisational priorities and lead high-performing teams through an exciting period of transformation.

About the Role

As Head of Property Operations, you will provide strategic leadership across key property services, ensuring our residents receive responsive, reliable and high-quality services every day.

You will lead operational performance, manage significant budgets and contracts, drive compliance and continuous improvement, and work closely with residents, contractors and colleagues to deliver excellent outcomes for our communities.

This is a high-profile leadership role, offering the opportunity to make a lasting impact on our homes, services and customers.

About You

You will be an experienced operational leader with the ability to balance strategic thinking with excellent day-to-day service delivery.

Ideally, you will already hold a CIH housing qualification (Level 5) or be willing to work towards one.

We will support you along the way.

What You Will Be Doing

Key Responsibilities

• Lead the delivery and continuous improvement of responsive repairs, cyclical maintenance, healthy homes, voids and estate services, ensuring excellent customer outcomes and high levels of satisfaction.
• Manage multi-million-pound operational budgets and contracts, ensuring strong financial control, value for money, effective procurement and robust performance management.
• Drive compliance, governance and risk management across all services, including Awaab's Law, damp and mould, disrepair, health and safety, and other regulatory requirements.
• Deliver efficient void turnaround and asset management services that maximise housing availability while maintaining quality and compliance standards.
• Shape and implement service improvements through customer insight, performance data and innovation, ensuring services remain responsive to customer needs.
• Contribute to Hightown's Asset Management and Sustainability Strategies, supporting long-term investment and environmental objectives.
• Build strong partnerships with contractors, development teams, residents and external stakeholders to support effective service delivery and the successful handover of new homes.
• Lead, inspire and develop high-performing teams, fostering a culture of accountability, collaboration and exceptional customer service.
• What You Need
• Professional technical qualification such as RICS, CIOB or equivalent experience, or working towards a recognised qualification.
• CIH housing qualification (Level 5) or be willing to work towards one.
• Significant experience in property operations, asset management, repairs or maintenance services.
• Proven track record of delivering high-quality customer-focused services and achieving demanding performance targets.
• Experience managing large operational budgets and delivering value for money.
• Strong understanding of relevant legislation, regulatory requirements and compliance obligations.
• Knowledge of building construction, surveying, maintenance and building regulations.
• Excellent leadership and people management skills, with experience developing high-performing teams.
• Strong commercial and procurement experience.
• Excellent communication, negotiation and stakeholder management skills.
• Ability to analyse complex issues and develop practical, effective solutions.
• Full UK driving licence and access to a vehicle for business use.

Why Join Hightown?

We offer

• Professional development and sector-relevant training opportunities
• 33 days’ annual leave including Bank Holidays (pro-rata)
• Competitive salary of £89,916 for a 35-hour week
• Monthly attendance bonus
• Hybrid working (minimum 2 days in the office)
• Retail, gym, restaurant and cinema discounts

Join Hightown and help create safe, sustainable homes and exceptional services for our customers and communities.

We will be shortlisting and interviewing on an ongoing basis and may close the vacancy early.

We are proud to be an Equal Opportunities and Disability Confident Employer.

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