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Operations Manager, Housing Management & Income Recovery

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Are you a proven leader in housing management and income recovery, ready to drive transformation and deliver excellence for residents? The London Borough of Tower Hamlets is seeking an exceptional Operations Manager to join our Housing Management & Income Recovery team on a fixed-term basis (12 month).

About the Role

This is a pivotal position within our Housing Options Service, responsible for the development, procurement, and management of our temporary accommodation portfolio. You will ensure a sufficient supply, efficient allocation, and robust management of accommodation to prevent and relieve homelessness, strictly in line with statutory requirements and best practice.


This role is crucial in guiding the Council's housing management and income recovery functions during significant changes. This includes leading on temporary accommodation strategy and income collection performance, while embedding responses to legislative reform, ombudsman standards, and judicial scrutiny.


As Operations Manager, you will lead and develop a high-performing team, set ambitious objectives, and drive continuous improvement. You will be accountable for financial performance, strategic improvement, and the delivery of outstanding customer service standards. The role also involves partnership working across boundaries, representing the service internally and externally, and ensuring compliance with all relevant legislation and council policies.

Key Requirements - Strictly Essential

Applicants must demonstrate all of the following:

Extensive experience

in housing management and income recovery at a strategic level, including comprehensive rental income and arrears recovery, property management with diverse providers, and procurement of accommodation for homeless households.

In-depth, up-to-date knowledge

of relevant legislation, including Landlord and Tenant Law, Family and Immigration Law, welfare and housing benefits, the Children Act, Community Care Act, and associated case law as it relates to duties owed to homeless households.

Proven ability

to develop and deliver tailored housing management services, lead effective research and consultation, and manage complex cases including legal proceedings.

Strong financial management and business planning skills

, with a track record of monitoring, evaluating, and reporting on cost effectiveness and service performance.

Experience working in demanding environments

with the general public and delivering responsive customer services to diverse communities.

Comprehensive knowledge

of procurement processes, contract management, and database/workflow systems.

Relevant degree or professional qualification

or equivalent substantial experience in the field.

Please note:

Only candidates who fully meet these strict requirements will be considered.

Additional Information

Hybrid working

may be available, subject to service demand and management approval. The service is currently undergoing significant transformation, with a clear focus on improving outcomes for residents. This role is integral to shaping and delivering these improvements. The successful candidate will be employed on a

fixed-term contract for 12 months

. There will be

no assimilation rights

to any permanent post at the end of the contract.

How to Apply

If you are a highly experienced housing professional with the drive and expertise to lead change and deliver results, we invite you to apply. Please ensure your application clearly demonstrates how you meet all the essential criteria outlined above.


Tower Hamlets vision for our borough is that: people are aspirational, independent and have equal access to opportunities; we are a borough that our residents are proud of and love to live in; and we are a dynamic, outcomes-based council using digital innovation and partnership working to respond to the changing needs of our borough. We want people who aspire to our TOWER values: Together; Open; Willing; Excellent; Respect.


Tower Hamlets has a zero-tolerance approach to, and works to eradicate, all forms of discrimination on the basis of race, sex, disability, age, religion or belief, sexual orientation, gender reassignment, marital status, status as a civil partner, gender, gender identity, gender expression, pregnancy and maternity and looks to employ a diverse workforce representative of those groups. We recognise that people can also be disadvantaged by their social and economic circumstances, so we will work to eliminate discrimination and disadvantage caused by social class.


We welcome applicants interested in flexible working arrangements and also applicants who live in the borough.


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Files

Operations-Manager-Housing-Management-&-Income-Recovery.pdf