Operations Team Leader - North West, West and South West London

Operations Team Leader - North West, West and South West London (Ref:CRH374)

• Full-time
• Operations - London
• London

Job title: Operations Team Leader

Department: Operations

Reporting to: Strategic Operations Lead

Location: North West, West and South West London

Contract type: Permanent

Hours of work: 40 hours per week - Monday to Friday, 8:30am - 5:00pm (with s ome out of hours coverage until 8pm)

Salary: £47,200.00 per annum plus 3,500 area allowance,

Candidates must have a full UK Driving Licence and access to their own vehicle The Team Leader will be responsible for managing and overseeing the accommodation in North West, West and Southwest London. They will manage a team of Housing Officers, who are responsible for property inspections, complaints and the safeguarding and welfare checks of Service Users.

The Team Leader will be responsible for ensuring policies and procedures are adhered to, and Key Performance Indicators are met, whilst supporting the Strategic Operational Lead for the area. The Team Leader will be responsible for areas in and around North West, West and Southwest London but there will be a requirement to cover other areas of London and surrounding areas in absence.

The role is field based, with some administrative tasks carried out from home. There may be requirements to manage incidents, and they will need to have the skills and capability to deal with challenging behaviours and situations, offering support to the Housing Officers. The company is looking for a driven and motivated professional, with previous supervisory or management experience. Previous operational management experience is desired.

Key Relationships:

The Team Leader will be expected to attend meetings for their area, and liaise with Home Office professionals, regional Safeguarding Officers, Local Authorities and the police and other emergency services.

Collaborative working with other functions within CRH is essential for the efficient delivery of Operations.

Scope and Decision Making:

The Operational Team Leader is responsible for the effective day-to-day management of operational activities, ensuring services are delivered safely, efficiently and in accordance with contractual, regulatory and organisational requirements. The post holder works with a high degree of autonomy in planning workloads, allocating resources, resolving operational issues and prioritising team activities to meet performance targets.

The role operates under the direction of the Strategic Operations Lead but is expected to make informed decisions within delegated authority, escalating significant operational, financial safeguarding, health and safety, contractual or reputational risks where appropriate. The post holder is accountable for monitoring team performance, identifying service improvements and implementing corrective actions to ensure operational standards are consistently achieved.

The role has responsibility for supervising and developing team members, supporting recruitment, induction, performance management, training and employee wellbeing. Budgetary responsibilities may include monitoring expenditure, managing resources efficiently and authorising routine operational costs within agreed limits.

The post holder requires access to operational, customer, performance and management information systems to support service delivery, reporting and decision-making, ensuring all information is managed in accordance with data protection legislation and company policy.

• Lead, motivate and support a team to deliver high-quality operational services, ensuring activities are completed safely, efficiently and in accordance with organisational standards.
• Allocate workloads, coordinate resources and monitor daily operations to ensure service delivery targets, contractual requirements and customer expectations are consistently achieved.
• Act as the first point of escalation for operational issues, resolving problems promptly and effectively to minimise service disruption and maintain performance standards.
• Monitor individual and team performance through regular reviews, coaching and feedback, supporting continuous improvement and professional development.
• Ensure compliance with company policies, procedures, safeguarding requirements, health and safety standards and all relevant legislation, promoting a culture of accountability and best practice.
• Maintain accurate operational records, performance data and management information, producing reports that support informed decision-making and service improvement.
• Build effective relationships with colleagues, customers, contractors and external stakeholders, fostering collaboration and ensuring a positive customer experience.
• Identify, investigate and address service delivery risks, escalating significant issues appropriately and implementing actions to mitigate operational impact.
• Support recruitment, induction and training activities, ensuring team members have the knowledge, skills and resources required to perform their roles effectively.
• Contribute to the development and implementation of operational processes and service improvements, driving efficiencies and enhancing service quality.
• Monitor the effective use of resources and operational expenditure, promoting value for money and supporting budgetary control.
• Lead by example in demonstrating Clearsprings' values and behaviours, creating an inclusive, respectful and high-performing team culture.
• Participate in audits, inspections, meetings and business improvement initiatives, ensuring compliance requirements are met and organisational objectives are achieved.
• Respond to incidents, complaints and customer concerns professionally and sensitively, ensuring timely resolution and learning outcomes are identified and implemented.

Core Responsibilities:

• Lead and manage the day-to-day delivery of operational services, ensuring performance targets, quality standards and contractual requirements are consistently achieved.
• Supervise, coach and develop team members, fostering a high-performing culture focused on accountability, customer service and continuous improvement.
• Allocate and coordinate resources effectively to meet operational demands, ensuring efficient service delivery and value for money.
• Monitor operational performance, identify risks and implement corrective actions to drive compliance, efficiency and service excellence.
• Build and maintain effective relationships with internal and external stakeholders to support collaborative working and positive customer outcomes.
• Promote and embed Clearsprings values, ensuring all activities are delivered safely, professionally and in line with organisational standards.

Procedures:

• Ensure all operational procedures, policies, contractual requirements and systems are consistently applied across the team.
• Maintain accurate, timely and compliant records, reports and management information.
• Monitor adherence to safeguarding, health and safety, data protection and compliance requirements, taking corrective action where necessary.
• Conduct regular audits and checks to ensure operational standards are met and service risks are effectively managed.

Connect and Collaborate:

• Build and maintain effective working relationships with colleagues, customers, contractors and key stakeholders.
• Facilitate effective communication across teams to support joined-up service delivery and problem resolution.
• Work collaboratively with internal departments to ensure operational issues are addressed promptly and efficiently.
• Foster a positive team environment that encourages cooperation, knowledge sharing and mutual support.

Responsive:

• Lead the team in delivering a timely, customer-focused service that responds effectively to changing operational priorities.
• Take ownership of escalated issues, complaints and service challenges, ensuring they are resolved promptly and professionally.
• Monitor service delivery and implement immediate actions to address performance concerns or operational risks.
• Support business continuity by responding effectively to incidents and unforeseen operational demands.

Talented:

• Apply operational expertise and leadership skills to deliver high-quality outcomes and achieve performance objectives.
• Coach, mentor and develop team members to improve capability, confidence and performance.
• Encourage a culture of continuous learning, improvement and innovation within the team.
• Use data, insight and operational knowledge to identify opportunities for service enhancement and efficiency.
• Lead by example, demonstrating integrity, accountability and sound judgement in all decision-making.
• Ensure confidential and sensitive information is managed appropriately and in accordance with company policies.
• Take ownership of team performance, addressing issues fairly, consistently and professionally.
• Deliver on commitments and maintain high standards of reliability and operational excellence.

Agile and Diverse

• Adapt positively to changes in business priorities, operational requirements and organisational objectives.
• Support continuous improvement initiatives that enhance efficiency, compliance and customer satisfaction.
• Promote equality, diversity and inclusion . click apply for full job details