Head of Operations

Organisation: New Branches CIC

Job Title: Head of Operations

Reports to: Director

Location/Branch: Sheffield

Travel: Doncaster, Nottinghamshire and Bradford

Salary: £40,000 – £45,000 per annum (subject to review following successful completion of probation)

Contract Type: Permanent, full-time

Probation: Six months

Role Purpose

The Head of Operations is a senior leadership role responsible for the quality, effectiveness and financial sustainability of New Branches CIC's housing operations. The postholder will translate organisational priorities into consistent day-to-day delivery, strengthen existing services and lead the operational implementation of approved growth plans.

The role combines oversight of supported housing and intensive housing management with performance management, regulatory compliance, income protection, property mobilisation and external partnerships. It will ensure housing responsibilities remain clearly defined and distinct from the activities of independent care or support providers, while promoting coordinated outcomes for residents.

Key Responsibilities:
Operational leadership and service improvement

• Lead the operational delivery of New Branches services, setting clear standards, responsibilities, reporting arrangements and escalation routes across all locations.
• Maintain an effective operating framework covering resident and property records, approved policies, administrative controls, quality assurance and action tracking.
• Review performance and service risks, identify gaps and oversee practical improvement measures, ensuring actions are allocated, monitored and completed.

Housing management and resident experience

• Oversee all core housing management functions, including occupancy, referrals, admissions, tenancies or licences, repairs, voids, rent, arrears and move-on arrangements.
• Ensure homes are safe, suitable and properly maintained, with reliable records of inspections, property compliance, maintenance and remedial works.
• Promote resident engagement, tenancy sustainment and fair, consistent approaches to complaints, anti-social behaviour, safeguarding concerns and service feedback.
• Ensure resident reviews, issues and risks are documented, escalated where appropriate and followed through to an appropriate conclusion.

Exempt accommodation and intensive housing management

• Maintain sound knowledge of exempt accommodation, intensive housing management and the housing legislation, guidance and local authority expectations relevant to supported housing.
• Ensure eligible housing management activities are clearly described, delivered and evidenced, with appropriate separation from personal care and support functions.
• Keep informed of regulatory and policy changes affecting the operating model and advise senior leadership on implications for compliance and service delivery.

Housing Benefit, rent setting and income assurance

• Lead the establishment and ongoing management of Housing Benefit arrangements in existing and proposed local authority areas.
• Oversee rent setting, rent schedules, service charges and supporting evidence; ensure proposed charges are reasonable, transparent, defensible and regularly reviewed.
• Work closely with Housing Benefit and supported housing teams on submissions, evidence requests, claims reviews and matters affecting reimbursement or entitlement.
• Monitor the performance of Housing Benefit income, identify collection risks and support timely resolution of arrears, disputed charges and payment delays.

Housing compliance, safeguarding and operational risk

• Provide oversight of applicable housing standards, licensing requirements, property health and safety, fire safety and supported housing compliance.
• Maintain effective safeguarding pathways, incident escalation arrangements, information governance and data protection practices, including clear interfaces with external partners.
• Maintain an organisational risk register and ensure material risks, complaints, compliance issues and audit findings have accountable owners and monitored actions.
• Ensure policies, procedures and operating records remain current, accessible, consistently applied and available for appropriate audit or external review.

Financial sustainability and income diversification

• Monitor occupancy, rent collection, arrears, void losses and relevant operating costs, ensuring financial risks are identified and escalated.
• Support sound resource planning, operational budgets, costed staffing proposals and financial assessments of proposed developments.
• Develop funding and commissioning proposals for consideration and approval, ensuring opportunities are deliverable and aligned with organisational objectives.

Property development, acquisition and mobilisation

• Work alongside the appointed lease consultant to identify suitable accommodation and assess demand, location, standards, local authority arrangements and financial viability.
• Coordinate mobilisation of approved properties, including readiness checks, repairs, compliance documents, resident pathways, staffing capacity and operational handover.

Partnerships, commissioning and responsible growth

• Build and maintain constructive relationships with councils, strategic housing services, homelessness teams, Housing Benefit officers, commissioners, referrers and safeguarding contacts.
• Maintain a clear overview of stakeholder relationships and opportunities, ensuring follow-up actions and growth proposals are appropriately documented.

People leadership and organisational governance

• Provide direction and support to operational staff, establish expectations and identify supervision, development, recruitment and training priorities.
• Promote professional accountability, effective cross-team working and a resident-centred culture consistent with the organisation's purpose.
• Maintain appropriate boundaries between New Branches CIC and its external delivery partners, including distinct records, responsibilities, decisions and communication arrangements.

Performance, Reporting and Key Outcomes:

The Head of Operations will attend a monthly Senior Leadership Team meeting and a monthly one-to-one meeting with the Director. A concise written performance update will be provided in advance, covering occupancy and income, housing quality, safeguarding and compliance, workforce matters, property opportunities, external relationships, material risks and decisions required.

• Sheffield has a credible route to financial self-sustainability, with progress against approved growth priorities and proportionate development plans for other agreed locations.
• Housing Benefit and rent evidence processes are robust; local authority relationships are active; significant housing and operational risks are identified and managed.
• Improvement actions, staffing proposals and property opportunities are supported by evidence, proportionate costs and appropriate senior approval.

Essential Skills and Qualifications:

• Substantial experience leading operations in supported housing, housing management, homelessness, social care, property services or another complex or regulated environment for a period of 5 years or more.
• Sound understanding of exempt accommodation, intensive housing management, Housing Benefit and housing-related legal or regulatory responsibilities.
• Demonstrable ability to manage service performance, safeguarding, compliance, organisational risk and continuous improvement.
• Strong financial and commercial judgement, including income protection, budgeting, cost control and assessment of property viability.
• Effective staff leadership, written reporting, decision-making and relationship management with local authorities and senior stakeholders.
• Ability to prioritise competing demands and work confidently within clearly defined delegated authority.

Desirable:

• Experience of mobilising or expanding housing services across multiple locations, including involvement in property assessment or lease-based accommodation.
• Experience of Housing Benefit processes, commissioning, grant funding or partnerships, preferably within Sheffield, Doncaster, Nottinghamshire or Bradford.

Desirable Qualifications:

• PRINCE2 or project management qualification
• CIH Level 5 Diploma in Housing
• CIH Level 4 Certificate in Housing
• Level 5 Diploma in Leading and Managing an Adult Care Service
• Level 5 Diploma in Leadership and Management for Adult Care
• Level 5 Certificate of Fundamental Knowledge in Commissioning for Wellbeing
• Equivalent relevant qualifications in Housing Management, Adult Social Care, Leadership or Service Management

Pay: £40,000.00-£45,000.00 per year

Work Location: In person