Vacancy overview

Looking to recruit a Head of Operations to deliver a first- class housing management service to both residents and clients alike. The role will involve line management of contract property managers, supporting your team with problem resolution and finding customer friendly solutions to complex issues.

This is a hybrid role working Monday - Friday 9am - 5pm.

You will be joining our Affordable Housing team based in the South and Southeast of London. The Affordable Housing team operates a large mixed portfolio of new and existing Affordable homes nationwide comprising Affordable and Social Rent, Shared Ownership and Supported homes.

Who We Are

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.

We’re a people-first organisation with a value driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.

Who We’re Looking For

We’re looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.

Key responsibilities will include:

• To oversee the contract delivery of tenant and Shared Owner customer journey from start to finish, inclusive of move in, customer services, management of repairs, portfolio inspections and tenancy checks.
• Develop and maintain strong relations with our clients, working with client officers closely to manage risks, highlight opportunities and support monthly client reporting.
• Directly manage a small patch of properties within and be an on-site presence.
• Line management of contract property managers, supporting staff with regular 121’s, implementing a performance management framework, providing feedback and identifying training as required.
• Work with property managers and property assistants to achieve excellent levels of customer satisfaction across each contract.

Key Requirements:

• Operational property experience – must have significant tenancy management and customer services experience.
• Have a good knowledge of Landlord and Tenant legislation and procedures.
• Strong communication and problem-solving skills.

Key Requirements:

• Operational property experience – must have significant tenancy management and customer services experience.
• Have a good knowledge of Landlord and Tenant legislation and procedures.
• Strong communication and problem-solving skills.