Operations Manager

For over 30 years, Touchstone has helped people and places thrive through expert property management. As part of Places for People, we combine experience, ambition and a people-first approach to create better experiences for our customers and the homes we manage. As the UK's leading social enterprise, we move lives forward every day by building, managing and supporting thriving communities. Our work makes a positive difference to millions of people across the UK.

We're looking for colleagues who bring energy, curiosity and ownership. People who enjoy being challenged, support those around them and want to keep raising the bar. Experience matters, but it's only part of the story. If you share our values and want to build a career where your work has real impact, we'd love to hear from you.

More about the team

Reporting to the Portfolio Manager, we are looking to recruit an Operations Manager on a permanent basis. This role is based at Touchstone Bath. Core hours are Monday to Thursday 9am–5.30pm and Friday 9am–5pm. After an initial training period of 2–4 weeks, this role offers hybrid working with 3 days at home.

More about your role

The Operations Manager leads the day-to-day delivery of property and tenancy management services for our social housing portfolio, ensuring high standards of customer service, regulatory compliance, and operational performance. You will manage the full tenancy lifecycle — including void management, rent collection, maintenance coordination, tenancy administration, and compliance — and will line manage a team of Maintenance Controllers, Void Coordinators, Customer Advisors, and Credit Controllers. You will ensure services are delivered in line with current legislation and best practice, including the Housing Act, Decent Homes Standards, Awaab's Law, and consumer regulatory standards. You will manage complaints, oversee contractor performance, and report regularly on KPIs and financial performance to the Portfolio Manager.

This is also a fantastic opportunity to develop a broad range of skills — spanning compliance, financial management, customer service, team leadership, and contractor oversight — that are highly transferable across a wide variety of roles within the housing sector.

More about you

The successful candidate will have:

• Demonstrable experience working within the social housing sector
• Sound working knowledge of landlord obligations and relevant legislation, including Decent Homes Standards, Awaab's Law, and consumer regulatory standards
• Experience delivering property and tenancy management services with a focus on compliance and customer satisfaction
• A proven track record of leading and managing a team
• Strong organisational and financial skills, including an understanding of rent accounting and void costs
• A customer-focused approach with effective complaint handling experience

Desirable: a relevant professional qualification (CIH, IRPM or equivalent), or working towards one.

The benefits

We know rewarding work deserves rewarding benefits. That's why, alongside a competitive salary, you'll have access to a package designed to support you at work and beyond. You'll receive:

• Excellent holiday pay and sick pay
• Pension with matched contributions
• Training and ongoing professional development
• Extra perks including huge discounts and offers from shops, cinemas and much more

What's next?

If you meet the criteria and are ready to make the next step in your career then click apply. You will be redirected to our careers site where you can discover more about the role, read a full job description and apply directly to us.

As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application.

We are dedicated to creating a supportive and accessible recruitment process for all. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team.

We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking.

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect. We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability.

Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment. By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities.