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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Degree or equivalent in Housing, Business Administration, Property Management, or related field (desirable).


• Relevant professional certifications (e.g. CIH, ARLA) are advantageous.

• 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.

No Agencies please.

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