Operations Manager

Operations Manager

Location: 85 Middleton Road, Manchester (office-based) with occasional travel to Liverpool
Reports to: Chief Executive
Hours: Full-time
Salary: TBC

The role

This is a proper “get-things-done” Operations Manager role. You’ll sit at the centre of the Association, supporting the CEO and making sure the day-to-day operation runs like it should — tenancies managed well, homes maintained properly, compliance nailed, and tenants treated with respect.

You’ll be the operational bridge between the CEO and the team: bringing clarity, tightening processes, spotting issues early, and keeping standards high across housing management, repairs, contractor performance and customer service.

If you’ve managed housing/property at scale, understand compliance, and care about delivery (not just talking about it), you’ll fit right in.

What you’ll be responsible for

Day-to-day operations

• Oversee housing and property management services so tenancies are well-run and homes are kept to a great standard.

• Coordinate daily operations and keep communication flowing between the CEO and staff.

• Keep a close eye on voids, repairs, maintenance and contractor performance — and step in when things aren’t up to standard.

Compliance & governance

• Make sure we stay compliant with housing, property, and health & safety legislation.

• Maintain clear records, policy registers and audit trails for regulated activity.

• Support risk management, serious incident reporting and follow-through on actions.

Performance & reporting

• Track operational performance and report trends, risks and issues to the CEO and Board.

• Protect data quality, tenant satisfaction and service standards.

• Help shape and deliver improvement plans — and make sure they actually land.

Customer service & tenant engagement

• Set the tone: respectful, empathetic, accountable service to tenants and stakeholders.

• Ensure complaints and enquiries are handled properly, and that learning is captured and used.

• Support tenant communication and engagement activity.

Leadership & coordination

• Support staff with clear direction, problem-solving and priorities.

• Deputise for the Chief Executive when required.

• Help embed a culture of professionalism, care and continuous improvement.

What we’re looking for

Essential

• Solid experience in housing or property management.

• Experience managing a portfolio of properties at a reasonable scale.

• Strong knowledge of housing legislation, tenancy management and property compliance.

• Highly organised, confident communicator (written and verbal).

• Strong IT skills, including housing management and compliance systems.

• Collaborative, with the confidence to work across all levels.

Desirable

• Experience in a regulated housing, charitable or community-based environment.

• Knowledge of health & safety, risk assessment and contractor management.

• Familiarity with compliance frameworks (HHSRS, gas/electrical safety, EPCs, etc.).

Additional info

This is an office-based role in Manchester with occasional travel to Liverpool sites. You’ll be joining a small, committed team focused on doing the basics brilliantly: safe, high-quality homes and a service tenants can rely on.