Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and resolve complex complaints, manage contractor performance, and oversee a £5 million budget.
- Company: Dynamic social housing organisation focused on improving resident satisfaction.
- Benefits: Salary of £75-80K, 35 days holiday, and a 10% pension scheme.
- Other info: Opportunity to lead change and enhance service quality in a supportive environment.
- Why this job: Make a real impact in social housing and transform customer service standards.
- Qualifications: Degree-level qualification and significant experience in social housing required.
The predicted salary is between 75000 - 80000 £ per year.
Ready to lead real change, not just manage it?
Salary £75-80K / 35 Days holiday / 10% pension
If you’re driven by raising standards, holding contractors to account, and turning customer frustration into positive outcomes, this could be your next challenge. We’re looking for a confident, commercially aware leader to oversee complex complaints within social housing, manage contractor performance, and take ownership of a £5 million budget. This is a high-impact role where your leadership will directly influence service quality, resident satisfaction, and operational performance across a diverse housing portfolio. Applicants without Social Housing experience will not be considered.
The Role
As Head of Service, you’ll lead the strategic and operational management of complex complaints, contractor relationships, and service performance across housing operations. You’ll ensure robust governance, financial control of a £5m budget, and consistent delivery against KPIs, regulatory standards, and resident expectations. Working cross-functionally, you’ll embed a culture of accountability, continuous improvement, and customer-first thinking. This role blends commercial oversight with operational leadership — requiring strong stakeholder management, data-driven decision making, and the confidence to challenge underperformance while supporting teams to succeed.
Day-to-Day Responsibilities
- Lead and resolve high-level, complex complaints, ensuring fair, transparent, and timely outcomes
- Oversee contractor performance, holding partners accountable to KPIs, SLAs, and compliance standards
- Manage and monitor a £5m budget, driving value for money and financial control
- Analyse performance data to identify trends, risks, and service improvement opportunities
- Engage with senior stakeholders, residents, and operational teams to improve service delivery
Qualifications & Experience Required
- Degree-level qualification (or equivalent experience) in Housing, Construction, Business Management, or a related field
- Professional housing qualification (e.g. CIH Level 5 or above) desirable
- Evidence of continuous professional development
- Relevant health & safety knowledge (IOSH/NEBOSH desirable)
- Significant senior-level experience within social housing, property services, or repairs & maintenance
- Proven track record of managing complex complaints and high-risk escalations
- Demonstrable experience managing contractor performance and commercial contracts
- Experience managing substantial budgets (circa £5m or more)
- Strong understanding of regulatory frameworks, governance, and compliance within housing
- Experience leading high-performing teams and driving cultural and service transformation
The Opportunity
This is more than a management role; it’s an opportunity to transform performance into consistently high-quality customer service. You’ll play a key part in restoring trust, strengthening contractor partnerships and embedding a culture where accountability and resident experience sit at the heart of every decision. If you’re motivated by making meaningful change within social housing, this is your platform to lead it.
Interested?
Have a confidential chat with
Senior Operations Manager in London employer: Moxie People
Contact Detail:
Moxie People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Operations Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the social housing sector, attend industry events, and connect with potential colleagues on LinkedIn. The more people you know, the better your chances of landing that Senior Operations Manager role.
✨Tip Number 2
Prepare for interviews by researching the company’s recent projects and challenges. Show them you’re not just another candidate; you’re someone who understands their mission and is ready to make a real impact in repairs and contractor performance.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've tackled complex complaints or improved contractor performance in the past. This will help you stand out as a confident leader who can drive change.
✨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 Senior Operations Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Head of Service. Highlight your experience in social housing, contractor performance, and budget management. We want to see how your skills align with the job description!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about transforming service quality in social housing. Share specific examples of how you've tackled complex complaints or improved contractor relationships.
Showcase Your Leadership Style: We’re looking for a confident leader, so don’t shy away from sharing your leadership philosophy. Talk about how you’ve driven accountability and continuous improvement in past roles, and how you plan to do the same with us.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Moxie People
✨Know Your Stuff
Make sure you brush up on your knowledge of social housing and contractor performance. Familiarise yourself with the latest regulations, KPIs, and compliance standards relevant to the role. This will not only show your expertise but also demonstrate your commitment to raising service standards.
✨Prepare Real-Life Examples
Think of specific instances where you've successfully managed complex complaints or improved contractor performance. Be ready to share these stories during the interview, as they will highlight your problem-solving skills and leadership experience in a relatable way.
✨Showcase Your Financial Acumen
Since you'll be managing a £5 million budget, it's crucial to discuss your experience with financial control and value for money. Prepare to talk about how you've previously driven financial efficiency and what strategies you would implement in this new role.
✨Engage with Stakeholders
Demonstrate your ability to engage with various stakeholders by discussing how you've built relationships in past roles. Highlight your communication skills and how you’ve used them to foster collaboration and improve service delivery across teams.