Head of Operations - Primrose Hill, NW

Head of Operations - Primrose Hill, NW

A strong independent, well-respected and very established Property Firm are actively seeking a personable, professional Head of Operations based in Primrose Hill, NW. Our client operates across residential sales and lettings and a renewed focus on growth, performance, and delivering an exceptional client experience. Reporting directly to the Director, the Head of Operations is the senior leadership presence in the office. You'll be responsible for the day-to-day running of the business - managing and developing the team, maintaining standards, driving performance, and working closely with the Director to grow the agency. When the Director is away, the business runs through you. This is not a purely internal role. You'll be actively involved in business development - building the client base, supporting new instructions, and strengthening relationships that drive revenue. We're looking for someone with the commercial edge to grow the business and the leadership to bring a team with them.

Responsibilities include but will not be limited to: Leadership & Team Management

• Lead and manage the sales and lettings teams day-to-day, setting clear expectations and standards
• Hold regular team meetings and individual check-ins to monitor progress, address challenges, and maintain momentum
• Track team performance against KPIs - pipeline activity, conversion rates, instructions, revenue
• Identify training and development needs; coach staff and support their progression
• Foster a culture of accountability, energy, and professionalism across the office
• Manage underperformance constructively and decisively when required

Operations & Compliance

• Oversee the smooth day-to-day running of the office across sales and lettings
• Ensure processes, systems, and standards are followed consistently across the team
• Maintain regulatory compliance - AML, GDPR, Trading Standards, and relevant property legislation
• Liaise with the Property Manager to ensure the managed lettings portfolio is running to standard
• Produce regular operational and performance reports for the Director
• Act as the Director's deputy - making decisions and keeping the business running effectively in their absence

Business Development & Growth

• Work closely with the Director to define and execute the agency's growth strategy
• Proactively develop new business - new instructions, valuations, and landlord/vendor acquisition
• Build and maintain strong relationships with clients, developers, and key local contacts
• Support marketing activity and local profile-raising to grow brand presence
• Identify and pursue opportunities to grow the managed lettings portfolio

Recruitment & Staffing

• Lead recruitment when new roles arise - briefing, shortlisting, interviewing, and onboarding
• Ensure new starters are properly inducted and set up for success
• Work with the Director to ensure the team is appropriately resourced as the business grows

The Successful Applicant will need to possess the following skills:

• Proven leadership experience within estate agency or residential property - essential
• A track record of managing and developing a team, with measurable results
• Commercial acumen - you understand what drives revenue and how to go after it
• Strong business development instincts: confident winning new business and building client relationships
• Highly organised, with the ability to manage competing priorities across a busy office
• Excellent communicator - with clients, staff, and at director level
• Trustworthy, transparent, and accountable: you operate with integrity and lead by example
• Comfortable working autonomously and making sound decisions under pressure
• Ambitious and driven - you want to make a tangible impact on the business
• Knowledge of relevant property legislation and compliance requirements (ARLA qualified advantageous)

The hours will be:

Monday to Friday 9am - 6pm

Salary range will be:

between £35,000pa to £40,000pa basic