Main Purpose of Job Operations Manager

To lead and manage the Housing Management and Income Recovery Service, ensuring the effective management of temporary accommodation, maximisation of rental income, delivery of excellent customer services and compliance with statutory duties, Council policies and corporate objectives. To support the Head of Temporary Accommodation & Private Rented Sector in delivering strategic and operational priorities, driving service improvements, achieving value for money and ensuring positive outcomes for households in temporary accommodation.

Main Responsibilities / Accountabilities / KRA Operations Manager

The jobholder will be expected to complete the following responsibilities effectively in order to deliver the key objectives of the Council:

• Lead and manage the Housing Management and Income Recovery Service, ensuring the effective delivery of operational and strategic objectives.
• Ensure the temporary accommodation portfolio is managed effectively and in accordance with statutory requirements, Council policies and best practice.
• Lead on rental income collection, arrears reduction and income maximisation activities, ensuring high collection rates and minimising financial risk to the Council.
• Monitor and manage contracts, accommodation providers and commissioned services, ensuring compliance, value for money and high-quality service delivery.
• Develop and maintain effective partnerships with internal and external stakeholders to support the prevention and relief of homelessness.
• Ensure the effective allocation and management of temporary accommodation, making best use of available resources and supporting vulnerable households.
• Lead on performance management, service improvement and quality assurance activities to achieve year-on-year improvements in service delivery and outcomes.
• Manage complex cases, complaints, Member enquiries, Ombudsman investigations, legal challenges and judicial review matters as required.
• Lead, motivate, develop and support staff through effective supervision, performance management, recruitment and training.
• Contribute to policy development, budget management, procurement activities and organisational change programmes.
• Ensure effective use of management information, performance data and IT systems to support service delivery, reporting and decision making.
• Promote equality, diversity and inclusion and ensure services are delivered in a fair, accessible and customer-focused manner.
• Deputise for the Head of Temporary Accommodation & Private Rented Sector and or other Heads of Service within Housing Options & Homelessness, and provide leadership and management cover across the wider service as required.

Job Activities Operations Manager

Undertake the general work associated with the management of Housing Management and Income Recovery functions and, in particular:

• Manage the day-to-day operation of the Housing Management and Income Recovery Service, ensuring service objectives, performance targets and statutory responsibilities are achieved.
• Oversee the allocation, management and monitoring of temporary accommodation, ensuring accommodation is used effectively and efficiently.
• Lead on rental income collection and arrears management, ensuring appropriate recovery action is taken and Council policies and procedures are followed.
• Manage relationships with landlords, accommodation providers, contractors and partner agencies to ensure the effective delivery of services.
• Oversee contracts and commissioned services, ensuring compliance with legislation, procurement requirements, financial regulations and contractual obligations.
• Manage complex customer cases, complaints and legal proceedings, liaising with Legal Services and other stakeholders where required.
• Analyse service performance, financial and operational data, preparing reports, recommendations and business cases to support decision making.
• Ensure appropriate systems are in place to capture, maintain and report performance information and statutory returns.
• Deliver training, guidance and briefings to staff and stakeholders on legislative, policy and procedural changes.
• Participate in service improvement projects and support the implementation of new systems, processes and ways of working.
• Attend meetings, panels, reviews and partnership forums as required and represent the service both internally and externally.
• Deputise for the Head of Temporary Accommodation & Private Rented Sector as required, providing strategic and operational leadership across the service.
• Undertake such other duties and responsibilities as may reasonably be required, commensurate with the grade and responsibilities of the post.