Resident Services Operational Manager

Resident Services Operational Manager

Location: Harrow, London

Contract Type: on rolling contract

Salary: £20.87 £26.98

Hybrid working Half office half WFH

About the Role

We are seeking an experienced and dynamic Resident Services Operational Manager to lead, implement, and monitor the frontline operations of Resident Services. In this vital role, you ll drive a positive transformation of living environments across mixed tenure housing estates, ensuring safe, welcoming, and inclusive communities for all residents. You ll provide strong, customer-focused leadership while fostering community engagement and supporting our most vulnerable residents.

Key Responsibilities

• Implement, develop, and oversee all frontline operational actions of Resident Services.
• Drive initiatives that transform and improve the quality of the living environment across estates.
• Sustain diverse and cohesive communities that provide care and support to more dependent and vulnerable residents.
• Deliver excellent customer service and encourage community participation and engagement.
• Promote resident-led activities and initiatives that strengthen community cohesion.
• Lead, motivate, and support frontline teams to achieve service excellence and continuous improvement.
• Work collaboratively with internal departments, partners, and external agencies to achieve shared objectives.

About You

• Proven experience in housing operations, resident services, or community management.
• Strong leadership and people management skills with a focus on customer service.
• Excellent communication, relationship-building, and problem-solving abilities.
• Understanding of housing management, community engagement, and service transformation.
• Ability to work effectively across diverse communities and manage multiple priorities.
• Leasehold experience is essential

Why Join Us?

we re committed to building thriving, inclusive communities and delivering high-quality resident services. This is your opportunity to make a real difference to the lives of local people while contributing to the improvement of our estates and neighbourhoods.

To find out more information please contact Lily at (url removed)

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.