Operations Manager – Homeless Prevention

Job Details

London borough of Hillingdon are looking for an Operations Manager To be responsible for the selection, development and performance of the Homeless Prevention and Housing Allocations Teams in line with the Council’s HR policies.


  • To ensure all team members receive the appropriate level of communication to maintain engagement with the Council’s vision, priorities and activities.
  • To lead an effective team and service
  • To represent the service and Council at a range of public and internal forums, actively seek to improve the council’s service delivery and provide a cohesive and efficient service to colleagues, Hillingdon residents and stakeholders.
  • To implement and embed relevant policies, strategic actions and objectives within the operation of the team, identifying opportunities to improve performance, promoting modern and professional service delivery, expanding good practice and actively targeting weaker aspects of the service to improve.
  • To challenge, manage and resolve poor performance where it exists within the team
  • To be responsible for the effective operational delivery of key frontline services, including a timely, high quality casework management service and customer-focussed contact arrangements. This will include developing and implementing clear procedures and professional standards to achieve excellence in day-to-day service delivery.
  • To lead and be accountable for all aspects of the housing register & housing allocations functions, ensuring applications are processed and assessed within agreed time scales and housing allocations are made within agreed policies and procedures
  • Work closely with other service teams, including the Corporate Fraud Team to ensure that verification processes are robust to ensure that decisions for the allocation of housing are made by the team based on clear evidence and operate in an environment of strong management oversight and governance.
  • Be an expert lead and source of advice to Members and Chief Officers in the Council on homelessness and provide quality advice and information to senior managers, Councillors and government departments in respect of performance and policy developments related to housing needs, homelessness and housing advice. This will include the production and presentation of reports to Members and attendance at meetings of Council committees, as required.
  • To be responsible for and actively review and manage all aspects of service delivery in regard to Housing Act 1996 P6&7.
  • Be responsible for placing households into emergency accommodation, where required, including households for social care services.
  • To participate in reception and late duty rotas (outside office hours) as required to ensure that all customers approved for emergency accommodation are placed on the day
  • Be responsible for and proactively manage the housing allocation process to minimise void/ re-let times. Develop and implement creative strategies to reduce re-let times in council housing and temporary accommodation.
  • To be responsible for ensuring the application of systems to provide assurance that standards are met in own area.
  • To actively lead the team setting up, chairing and managing meetings and forums where required.
  • Manage and lead the service team by analysing and using data reports to set team specific targets, to monitor performance and evaluate progress and identify case risks which require mitigating action.
  • Be responsible for ensuring consistent and effective case recording.
  • Be knowledgeable and up to date with housing legislation, policy, procedures, case law and Codes of Guidance to ensure statutory requirements are consistently met.
  • Ensure that robust systems are in place for monitoring and evaluating expenditure across the service area, in order to protect the Council’s financial position and comply with internal financial regulations as well as those imposed by statute and external agencies. This will include actively shaping the business planning process of the service.
  • To communicate clearly and effectively with staff, customers and their representatives, Elected Members, colleagues and other third parties around all aspects of the service delivery and linkages with other areas, promoting a widespread understanding of the service and its capacity in order to manage stakeholders expectations and agree realistic outcomes and goals

Payrate: £375.75 umbrella per day