Job Details
Job Title: Resident Services Operational Manager
Pay Grade: G10
Location: Central Office / Hybrid Remote Working
Reports to: Resident Services Manager
Directorate: Community
Division: Housing
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Role Purpose
The Resident Services Operational Manager will lead and manage a frontline housing services team to deliver exceptional resident-focused services across mixed tenure estates. The role is responsible for:
• Driving operational excellence across tenancy, leasehold, and sheltered housing services.
• Delivering effective leasehold management, including service charges, Right to Buy, and leaseholder engagement.
• Supporting vibrant, safe, and cohesive communities with a focus on vulnerable and dependent residents.
• Leading community engagement, resident participation, and local initiatives to improve estates.
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Key Responsibilities
Operational & Team Management
• Manage a team of up to 9 Housing Officers/Caretakers and 1 Admin Support.
• Oversee housing services for 4,800 general needs tenants, 1,220 leaseholders, Sheltered Schemes, garages, shared ownership, and a traveller site.
• Plan, monitor, and manage team performance, ensuring targets and service standards are met.
• Lead service improvement initiatives and operational projects, ensuring deadlines and budgets are met.
Leasehold & Homeownership Services (Essential)
• Deliver comprehensive leasehold services including:
o Service charge calculation, billing, and arrears recovery.
o Lease assignments, enfranchisement, and Right to Buy applications.
o Legal compliance and dispute resolution with leaseholders.
• Ensure financial sustainability: management fees and administration cover service costs.
• Liaise with legal, finance, and asset management teams to deliver accurate and compliant services.
• Act as the Council’s representative in court or tribunal cases related to leasehold matters.
Tenancy & Community Management
• Provide effective tenancy management services: anti-social behaviour, neighbour disputes, mutual exchanges, assignments, and successions.
• Support sheltered housing residents, ensuring welfare, safety, and communal facilities management.
• Promote resident participation and consultation in estate and service management.
• Collaborate with internal teams, police, and community partners to address tenancy and community issues.
Financial & Performance Management
• Monitor budgets, income, and expenditure, ensuring effective arrears recovery and financial controls.
• Authorise and oversee service charge calculations, S20 consultations, and annual billing.
• Ensure compliance with legislation and organisational procedures across all housing tenures.
Compliance & Reporting
• Maintain knowledge of housing, leasehold, and tenancy legislation.
• Ensure health, safety, and safeguarding standards are met.
• Prepare reports, respond to complex complaints, and provide advice to senior management.
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Skills, Knowledge & Experience
Essential:
• Extensive experience in housing management across tenancy, leasehold, sheltered, and community services.
• Deep leasehold knowledge: service charges, Right to Buy, lease assignments, enfranchisement, and legal processes.
• Strong financial, budgeting, and arrears management skills.
• Proven experience managing teams, projects, and performance.
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to interpret and apply complex legislation affecting tenants and leaseholders.
Desirable:
• Housing management qualification (CIH, IRPM) or equivalent experience.
• Experience delivering staff training and presentations.
• Proficiency with Microsoft Office (Word, Excel, Outlook).
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Qualifications
• Housing or management qualification preferred; CIH/IRPM desirable.
• Full UK driving licence.
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Other Requirements
• Flexible working including evenings and occasional travel.
• Participation in an on-call or out-of-hours rota.
• Commitment to ongoing professional development.
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Values & Behaviours
• Be Courageous, Do It Together, Make It Happen – Harrow Council values applied in service delivery.
• Promote equality, diversity, and inclusion in all aspects of housing services.
