Head of Operations in Slough

We are seeking a dynamic and experienced Head of Operations to lead our operational strategy and oversee the daily functions of our organisation. This pivotal role requires a strong leader with a proven track record in management and supervising teams. The ideal candidate will possess exceptional organisational skills and the ability to drive efficiency while fostering a positive workplace culture.

Purpose of the Job

To lead the strategic and operational delivery of housing management, support services, and asset management. This role ensures high-quality customer service, safe and well-maintained homes, compliance with regulations, and effective management of housing stock.

Key Responsibilities

• Develop and deliver the Housing provider’s housing, support, and asset management strategies in line with IHL’s objectives.
• Ensure the effective delivery of high-quality, person-centred housing and support services that promote independence, well-being, and social inclusion.
• Drive service improvements, lead on regulatory compliance, and manage a multidisciplinary team to meet the needs of service users.
• Embed a culture of customer focus, continuous improvement, and value for money.
• Ensure excellent tenancy and estate management services, including lettings, arrears management, ASB handling, and resident engagement.
• Oversee supported housing and independent living services, ensuring safeguarding, person-centred support, and regulatory compliance.
• Lead on resident satisfaction, complaints handling, and service improvement.
• Oversee the strategic planning and operational delivery of asset management functions, including stock condition surveys, planned maintenance programmes, responsive repairs, void management, and health & safety compliance.
• Ensure assets are safe, well-maintained, and deliver long-term value.
• Ensure compliance with all relevant housing regulations, health and safety legislation, and sector best practices.
• Contribute to budget setting and financial control for housing and asset teams.
• Deliver services within budget and identify cost-saving opportunities without compromising quality.
• Manage and develop multidisciplinary teams across housing, support, and property services.
• Set and monitor KPIs and performance targets.
• Build strong relationships with residents, regulators, contractors, and external agencies.
• Develop, implement and maintain company-wide health and safety policies and procedures.
• Serve as the main point of contact for health and safety matters internally and with external regulatory bodies.
• Prepare reports for boards and committees as required by the CEO and COO.
• Lead on organisational projects where required, and deliver and implement in line with project parameters.
• Work with Finance to ensure that rents and service charges are set at an appropriate level annually and include full cost recovery.
• Work closely with the development team; ensuring that the operations teams are prepared for property handover.
• Ensure that void loss is minimised across the geographical area, by addressing any barriers to referrals at a senior level with strategic partners.
• Develop a robust rent arrears policy; ensuring that operational teams work closely with customers to minimise arrears.
• Work with other IHL colleagues to prepare a high-quality response to tenders for Housing and Support services.
• Ensure value for money for the organisation; assisting in the development of a preferred suppliers list which balances value and quality, and ensures that our suppliers comply with legal and contractual requirements.
• Maintain an evidence-based culture, which is person-centred, commands the confidence of commissioners and stakeholders, and promotes multi-disciplinary and cross-organisational working.
• Review successes, mistakes and incidents to facilitate continuous improvement.

Leading the Team

• Recruit, lead, supervise, motivate and manage the team so that the service is delivered to a high standard and in line with IHL’s policies, procedures and values.
• Ensure that the team are trained and motivated to carry out tasks to the highest standard, carrying out regular one to one’s to ensure that required standards are understood and are met in line with agreed targets.
• Coach individuals and teams to perform to the best of their ability.
• Give ongoing feedback on performance and effectively manage poor performance.
• Carry out employee appraisals, identifying development needs and ensuring that training plans are written, actioned and monitored for the team.
• Manage disciplinary, grievance, harassment, performance and absence management investigations and processes for the team and assist in these procedures for other services where an independent manager is required.
• Implement IHL’s Health and Safety Policy and Procedures, ensuring that all practices are undertaken in accordance with ensuring a healthy and safe working environment and that all employees are aware of their responsibilities in respect of their role.
• Actively promote non-discriminatory behaviour to ensure equal opportunities for all.
• Challenge perceptions and behaviour and lead by example to promote equality and diversity at all levels within the team.
• Provide support and guidance to all team members.
• Encourage the team to achieve a positive work/life balance.

General

• Demonstrate IHL values of being Creative, Passionate and Caring in everything you do, including the way you treat colleagues, customers and stakeholders.
• Carry out your duties in accordance with IHL’s policies and procedures.
• Provide an excellent level of customer service both within IHL and for the general public and external bodies.
• Carry out your duties in a safe and proper manner both for yourself and for the well-being of others in accordance with IHL’s Health and Safety Policy.
• Take a ‘continual improvement’ approach to work, actively working in partnership with our customers and participating in service reviews and improvements.
• Work within the ethos of IHL and promote IHL’s mission, vision and values.

Education, Training, Skills and Work Experience

Essential

• At least three years leadership experience in social housing, asset management or related field.
• Strong understanding of housing law, tenancy management and the regulatory/legal frameworks relevant to the housing and support sectors.
• Commitment to resident engagement and high service standards.
• Significant experience of contract and budget management.
• Experience of managing multi-disciplinary, dispersed teams.
• Able to travel independently and effectively throughout the company's area of operation.
• Hybrid with travel to housing schemes and Head Office as required.
• Occasional out of hours work required for emergencies or events.

Desirable

• Professional qualification in relevant field.
• NBOSH qualification or equivalent or willing to work towards this.
• Experience of working with Local Authorities to deliver contracts and monitor outcomes.
• Experience of working with groups of people who require high level of housing support.

Requirements

• Proven experience in a supervisory or management role within an operational setting.
• Strong leadership skills with the ability to inspire and guide teams towards achieving common goals.
• Excellent communication skills, both verbal and written, with the ability to engage effectively at all levels of the organisation.
• Strong analytical skills with a focus on problem-solving and decision-making.
• Ability to work under pressure while managing multiple priorities effectively.
• A proactive approach to identifying opportunities for improvement within operations.

If you are an innovative thinker with a passion for operational excellence, we invite you to apply for this exciting opportunity.

Job Type: Full-time

Benefits:

• Company pension
• Employee discount
• On-site parking

Work Location: In person

Expected start date: 01/03/2026