OR116774 – Operations Manager for Housing Register (Grade M) – Management

Role Purpose
Lead and manage the Housing Register service, ensuring applications are processed accurately, efficiently and in line with legislation and Council policy.

Typical Day Overview

• Manage and support the Housing Register team and oversee daily workloads.
• Monitor applications, assessments, performance and service standards.
• Deal with complex cases and escalated customer enquiries.
• Ensure work is compliant with housing legislation and Council policies.
• Work with internal teams, agencies and external partners.
• Review processes and identify service improvement opportunities.
• Hold team meetings, provide guidance and support staff development.
• Monitor demand, resources and service performance.

Key Responsibilities

• Manage up to 50 staff, including remote, agency and partner staff.
• Lead Housing Register applications, assessments and registrations.
• Ensure statutory and policy compliance.
• Monitor service performance, demand and quality.
• Drive service improvements and process efficiencies.
• Promote excellent customer service and effective case management.
• Develop staff capability and team performance.
• Manage resources and support cost reduction.
• Work with partners and stakeholders to improve customer outcomes.
• Represent the service internally and externally.

Key Skills

• Housing Register and allocations experience.
• Strong knowledge of housing legislation and policy.
• Proven team and operational management experience.
• Performance and service improvement experience.
• Strong stakeholder and partnership management.
• Excellent communication and leadership skills.
• Customer-focused approach.