Head of Operations

# Head of Operations Job Introduction What you'll do Notting Hill Genesis, one of London's largest housing associations, is seeking five Head of Operations to join us on Fixed-Term contracts to lead the delivery of excellent customer and property management services across our regions. These roles are pivotal in ensuring our estates and homes are well cared for, residents feel safe and supported, and services are delivered efficiently and cost-effectively. You'll act as a resident advocate, oversee managing agent relationships, and drive improvements that enhance the customer experience. How you'll do it Provide strong leadership, fostering a culture of high performance and service improvement. Oversee customer and property management services, ensuring compliance and best practice. Manage contracts and relationships with internal and external managing agents to deliver high-quality estate and place services. Champion the voice of residents, ensuring queries and complaints are resolved promptly and learning is embedded. Monitor budgets, income, and expenditure for your region, adapting processes to meet targets. Ensure accurate, transparent service charges and robust financial controls. Lead risk management programmes and ensure safeguarding and anti-social behaviour processes are followed. Represent NHG externally, building effective partnerships and maintaining our reputation. Provide high-quality reports and presentations on performance and business objectives. The ideal candidate We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.Essential: Senior management experience overseeing business performance and large budgets, ideally in housing or property management. Strong leadership skills with a track record of driving service improvement. Experience in contract management and working with managing agents. Excellent stakeholder management and communication skills, including report writing and presentations. Good understanding of relevant legislation, statutory and regulatory requirements. Housing or relevant qualification.Desirable: IRPM MemberOnce you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.Benefits include: Excellent annual leave allowance and flexible working opportunities (qualifying period may apply) Generous pension scheme Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply) Employee assistance - free confidential advice and counselling services provided by independent specialist organisations. Health cash plan Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more. Interest free loans - season ticket loan, tenancy deposit loan, and training loan Cycle to work scheme. Life Assurance x 4 annual salaryNotting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.For more information on what we do and what makes us different please visit:We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.To find out more about our approach to equality, diversity and inclusion please visit: Selection Process Step 1: If you are interested, please send your application now!Step 2: Successful candidates will be invited to interview and assessmentPlease apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via a redeployee apply for this role, their application will be considered before any others.This post is exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to this post will be conditional upon the receipt of a satisfactory response to a Basic check via Disclosure and Barring Service (DBS) If you are successful and are offered this role with us, this offer will be subject to a number of pre-employment checks, including checks of your public online presence and public social media profiles. If you have any questions about what this will involve, please speak to a member of the HR Team.NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity. Attached documents Head of Operations Salary £80,125 to £89,028 per annum for 40 hours per week. Frequency Annual Job Reference nhg/TP/4451/1716 Contract Type Fixed Term Contract Details 3x FTCs until March 2026 and February 2027 Working Hours 40 Location Kings Cross and Hammersmith, United Kingdom Posted on 10 December, 2025 Closing Date 04 January, 2026 Spread the word