Operations Manager - Temporary Accommodation

Job Title: Operations Manager - Temporary Accommodation

Location: Milton Keynes - Field / Office based

Reports To: Director of Operations

Salary: £40,000

Type: Full-Time, Permanent

Job Purpose

To oversee and enhance the operational delivery of temporary accommodation services. This role involves end-to-end management of property lifecycle and service delivery, including close liaison with local councils, landlords, and internal teams. The Operations Manager will lead on day-to-day issue escalations, ensure high service standards, and oversee property hand backs to drive contractual compliance and customer satisfaction.

Key Responsibilities

Stakeholder & Council Management:

• Act as the primary operational contact for local authorities and council housing teams.
• Ensure compliance with council contracts and SLAs (Service Level Agreements).
• Attend regular review meetings with council representatives and address operational feedback.
• Proactively identify risks or issues impacting council relationships and resolve in a timely manner.

Day-to-Day Operational Escalations:

• Lead on escalation resolution for property issues, tenant concerns, and operational disruptions.
• Work with internal departments (maintenance, allocations, compliance) to coordinate swift resolutions.
• Ensure escalated cases are documented and tracked for trend analysis and process improvements.

Landlord & Property Management:

• Manage relationships with landlords, responding to and resolving any escalated issues.
• Ensure all landlord queries regarding property condition, tenancy breaches, or rent disputes are addressed efficiently.
• Monitor landlord satisfaction and maintain a professional and responsive communication standard.

Property Handback Process:

• Oversee and coordinate the end-of-tenancy or contract termination process.
• Ensure properties are inspected, damages are assessed, and repairs are managed in a timely manner.
• Liaise with councils and landlords to ensure a smooth handback with full documentation and compliance.

Driving Service Levels and Continuous Improvement:

• Monitor performance against SLAs and KPIs, identifying areas for improvement.
• Implement process improvements to enhance operational efficiency and tenant satisfaction.
• Lead, mentor and support operational staff to maintain high service standards.
• Ensure compliance with legal, health & safety, and safeguarding standards in all operations.

Key Skills & Experience

• Proven experience in operations management, ideally within housing, property management or temporary accommodation services.
• Strong understanding of housing legislation, property standards, and local authority processes.
• Experience working with councils and public-sector stakeholders.
• Ability to manage escalations with professionalism and urgency.
• Strong interpersonal and negotiation skills, especially when dealing with landlords and tenants.
• Good understanding of service delivery frameworks and performance monitoring.
• Proficiency with CRM or housing management systems.

Qualifications

• Degree or equivalent in Housing, Business Administration, Property Management, or related field (desirable).
• Relevant professional certifications (e.g. CIH, ARLA) are advantageous.

Personal Attributes

• Proactive and solutions-oriented mindset.
• Excellent organisational and time management skills.
• Resilient, calm under pressure, and capable of managing conflict effectively.
• Customer-focused and committed to continuous improvement.