Head of Operations

Job Overview

Pear Recruitment - Operations Manager

Location: Cheshunt

Salary: £45,000 OTE £55,000 - £80,000

Hours: Mon - Fri 8:45am - 6:00am

Full licence and own Car required

Job Summary

As our client expands, they are looking for a vibrant person to join their team as Operations Manager. This is a full-time role, working Monday to Friday 08.45 -18:00 based in their Cheshunt branch. This is a great opportunity for someone with all round Property experience looking to become an integral part of this great team.

Duties & Responsibilities

Operational Oversight

• Oversee daily operational workflows across the different departments in the business.
• Ensure consistency in processes, systems usage, and service delivery.
• Identify inefficiencies and implement improved ways of working.
• Act as the central point for operational coordination across departments.

Performance & Reporting

• Track and report on KPIs (revenue, pipeline, conversions, voids, arrears).
• Build and maintain dashboards and performance reports.
• Provide insight and recommendations to senior leadership.
• Highlight risks and opportunities based on data trends.

Process & Systems Management

• Ensure accurate data input and system compliance across teams.
• Implement automation and streamline workflows.
• Manage relationships with Protech providers and system suppliers.

Compliance & Risk

• Ensure the business adheres to UK lettings and sales regulations.
• Oversee internal audits and file checks.
• Maintain up-to-date knowledge of legislation (Right to Rent, AML, deposit protection, GDPR).
• Support resolution of escalated compliance issues.

Customer Journey & Experience

• Map and improve the end-to-end customer journey (landlord, tenant, buyer, vendor).
• Identify service gaps and implement improvements.
• Monitor complaints, reviews, and feedback trends.
• Ensure smooth inter-department handovers.

Financial & Commercial Support

• Support budgeting and forecasting processes.
• Analyse profitability across departments and services.
• Identify opportunities to increase revenue (fees, ancillary services).
• Monitor cost efficiencies and operational spend.

Key KPIs

• Accuracy and timeliness of reporting.
• Pipeline visibility and conversion improvement.
• Reduction in void periods and arrears.
• Compliance audit results.
• Process efficiency improvements.
• Customer satisfaction / complaint reduction.

Skills & Experience Required

• Strong background in estate agency (lettings, property management, or sales).
• Proven operational/process improvement experience.
• Strong analytical and reporting skills.
• Deep understanding of UK property legislation.
• Experience with property CRM systems.
• Highly organised with strong attention to detail.