Operations Manager – Housing Management & Income Recovery

Temporary Contract

Job Details

Client: London Borough of Tower Hamlets
Service Area: Housing and Regeneration / Housing Options & Homelessness / Temporary Accommodation & Private Rented Sector

Hours: 35 hours per week

Working Pattern:
Initially 5 days in the office
Then reducing to 3 days in the office, subject to being able to perform the role effectively

Start Date: 07 September 2026
Duration: 26 weeks

Number of Roles: 1

Location

Office Base:
160 Whitechapel Road
London
Tower Hamlets
E1 1BJ

Pay

PAYE Rate: £48.13 per hour, based on 35 hours per week.

Job Overview

London Borough of Tower Hamlets is seeking an experienced Operations Manager – Housing Management & Income Recovery to lead and manage the Housing Management and Income Recovery Service.

The role will focus on the effective management of temporary accommodation, maximisation of rental income, arrears reduction, delivery of excellent customer service, contract and provider management, compliance with statutory duties, and service improvement across the Temporary Accommodation and Private Rented Sector service.

The successful candidate will support the Head of Temporary Accommodation & Private Rented Sector in delivering strategic and operational priorities, driving value for money, improving performance and ensuring positive outcomes for households in temporary accommodation.

Important – Please Read Carefully

This is a senior housing management and income recovery operations role.

Candidates must have strong experience managing temporary accommodation, housing management, income recovery, rent collection, arrears reduction and service delivery within a local authority, housing options, homelessness, housing management or similar environment.

The role requires experience leading staff, managing complex cases, complaints, Member enquiries, Ombudsman investigations, legal challenges, judicial review matters, contracts, accommodation providers, commissioned services, performance data, statutory responsibilities and service improvement.

Candidates must be able to work initially 5 days per week in the office, reducing to 3 days in the office subject to role requirements.

Candidates without temporary accommodation, income recovery, housing management, landlord/provider management, arrears, staff leadership or senior operational housing experience are unlikely to be considered.

Key Responsibilities

Lead and manage the Housing Management and Income Recovery Service
Ensure effective delivery of operational and strategic objectives
Manage the temporary accommodation portfolio effectively
Ensure temporary accommodation is managed in line with statutory requirements
Ensure compliance with Council policies and best practice
Lead on rental income collection
Lead arrears reduction and income maximisation activity
Ensure high rent collection rates
Minimise financial risk to the Council
Monitor and manage contracts and accommodation providers
Monitor commissioned services
Ensure provider compliance, value for money and quality service delivery
Develop effective partnerships with internal and external stakeholders
Support prevention and relief of homelessness
Ensure effective allocation and management of temporary accommodation
Make best use of available accommodation resources
Support vulnerable households in temporary accommodation
Lead performance management and quality assurance activity
Drive service improvement and year-on-year improvements
Manage complex customer cases
Manage complaints and Member enquiries
Manage Ombudsman investigations
Manage legal challenges and judicial review matters where required
Liaise with Legal Services, Finance and other stakeholders
Lead, motivate, develop and support staff
Manage supervision, performance management, recruitment and training
Contribute to policy development
Support budget management and procurement activity
Support organisational change programmes
Use management information and performance data to support decision making
Ensure systems capture, maintain and report performance information
Support statutory returns and reporting requirements
Deliver training, guidance and briefings to staff and stakeholders
Participate in service improvement projects
Support implementation of new systems, processes and ways of working
Attend meetings, panels, reviews and partnership forums
Represent the service internally and externally
Deputise for the Head of Temporary Accommodation & Private Rented Sector
Provide leadership and management cover across Housing Options & Homelessness when required

Essential Experience & Skills

Senior housing management experience
Temporary accommodation management experience
Income recovery experience
Rent collection and arrears management experience
Experience managing housing operations or service delivery
Experience managing a public-facing housing team
Experience leading staff through supervision, performance management, recruitment or training
Experience managing temporary accommodation portfolios
Experience working with landlords and accommodation providers
Experience managing contracts or commissioned services
Experience supporting homelessness prevention or relief services
Experience managing complex housing cases
Experience handling complaints, Member enquiries or Ombudsman investigations
Experience managing legal challenges or judicial review matters
Knowledge of housing and homelessness statutory duties
Knowledge of temporary accommodation policy and practice
Understanding of financial risk, income maximisation and arrears reduction
Experience using performance data, management information and IT systems
Ability to analyse service performance, financial and operational data
Ability to prepare reports, recommendations and business cases
Strong stakeholder management skills
Strong communication and influencing skills
Ability to work with Legal Services, Finance, elected members and senior managers
Ability to drive service improvement and quality assurance
Understanding of procurement, financial regulations and contractual obligations
Commitment to equality, diversity, inclusion and customer-focused services
Ability to work from the office as required in Tower Hamlets

Desirable

London borough housing management experience
Experience in Housing Options and Homelessness services
Experience deputising for a Head of Service
Experience managing accommodation procurement or private rented sector services
Experience managing temporary accommodation contracts at scale
Experience preparing statutory returns
Experience delivering policy or procedural change
Experience managing organisational change projects
Experience working with government departments, other local authorities or voluntary sector partners
Experience improving rent collection performance in temporary accommodation

Candidate submission deadline is 30 August 2026.

Disclaimer

On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role.

I acknowledge that it is my responsibility to notify Fix Space Recruitment Limited of any hirer who I do not want my details to be passed onto.

Job Reference

OR112174