Senior Operations Manager – AR

Senior Operations Manager – Voids

Location: Southwark
Service: Voids

Role Overview

We are seeking an experienced Senior Operations Manager to lead the day-to-day operational delivery of Southwark’s Voids Service. The role will oversee operational teams, contractors and support functions to ensure vacant properties are returned to a safe, compliant and lettable standard as quickly as possible.

The postholder will play a key role in the Voids Recovery Programme, driving performance, productivity, accountability and service improvement while reducing void turnaround times, backlog properties and rental income loss.

Key Responsibilities

• Lead the day-to-day operational delivery of the Voids Service across all workstreams and geographical areas.
• Directly manage Contracts Managers, setting priorities and holding them accountable for performance and service outcomes.
• Provide operational oversight of Surveyors and Service Managers, ensuring consistent standards and effective workload management.
• Manage and challenge contractors to ensure KPIs, SLAs, quality, capacity and programme requirements are achieved.
• Drive the reduction of void volumes, aged backlog and turnaround times, increasing the number of properties returned to Lettings each week.
• Monitor operational workflows from property vacation through to completion and hand back.
• Lead daily and weekly performance reviews, using KPI and management information to identify issues and drive corrective action.
• Manage resources, workforce deployment and productivity to ensure operational capacity is used effectively.
• Identify and resolve workflow bottlenecks, delays and operational risks.
• Ensure effective coordination between Voids, Lettings, Contractors and support services.
• Maintain strong governance, compliance, health and safety and audit standards.
• Drive value for money, operational efficiency and reductions in void rental loss.
• Support continuous improvement and the wider Voids Recovery Programme.

Essential Experience

• Significant experience leading social housing voids, repairs or property maintenance operations.
• Proven experience managing operational teams and managers.
• Extensive experience managing and challenging contractors.
• Experience delivering operational recovery programmes and significant performance improvements.
• Experience managing multiple operational workstreams simultaneously.
• Strong understanding of regulated housing environments.
• Experience using KPIs, performance data and management information to drive service improvement.
• Strong leadership, performance management and problem-solving skills.

Key Outcomes

The successful candidate will be responsible for improving operational performance, reducing void backlogs and turnaround times, increasing housing availability and ensuring properties are returned to letting standard efficiently and safely.