Operations Manager - ASB, Enforcement and Support

Some jobs are about keeping things ticking over. This isn't one of them. We're looking for an Operations Manager to lead our ASB, Enforcement, Tenancy Support and Safeguarding service, helping make sure our customers can feel safe in their homes, sustain their tenancies and get the right support when things get complicated.

At the heart of this role is people. You'll lead specialist teams dealing with everything from anti-social behaviour and tenancy breaches to harassment, hate crime, safeguarding concerns and complex support needs. You'll give colleagues the confidence, clarity and support to make good decisions, tackle difficult situations, manage risk and deliver brilliant outcomes for our customers and communities. And yes, sometimes you'll need to make the tough calls too.

What will you actually be doing? Quite a lot, as it happens. You'll take the operational lead across ASB, enforcement, tenancy support and safeguarding, making sure we're providing services that are fair, consistent, responsive and focused on what matters to our customers.

You'll:

• Lead from the front, inspiring, coaching and developing a specialist team to do their best work.
• Keep an eye on the bigger picture, using data, customer insight, complaints and performance to spot trends and make things better.
• Get stuck into the complex stuff, providing clear leadership oversight on high-risk and complex ASB, enforcement, tenancy support and safeguarding cases, making sure risks are identified, decisions are fair, proportionate and evidence-led, and appropriate action is taken.
• Build brilliant partnerships, working with the police, local authorities, statutory safeguarding partners, legal teams and support agencies to coordinate effective responses, reduce harm and manage risk.
• Look for better ways of doing things, embracing technology, AI, automation and best practice where they can genuinely improve our service.
• Put prevention firmly on the agenda, strengthening early intervention and tenancy support to help reduce harm and prevent situations escalating.
• Keep customers at the centre, particularly victims, witnesses and customers who might need extra support.
• Help shape what comes next, influencing the future design of our ASB, enforcement and tenancy support services.

In short? You'll lead the service, back your people and make things happen.

What are we looking for?

You'll know your stuff when it comes to ASB, tenancy enforcement and sustainment, safeguarding, housing legislation and the regulatory landscape. But just as importantly, you'll know how to lead people through challenging situations, maintain oversight of risk and bring them with you.

We'd love to meet someone who:

• Is a confident, supportive leader who can coach, motivate and get the best from an agile team.
• Has experience leading ASB, enforcement, tenancy management, tenancy support and safeguarding services, with the confidence to oversee complex and high-risk cases.
• Has a good understanding of safeguarding responsibilities, risk assessment, information sharing, escalation and multi-agency working in a housing or customer support environment.
• Can balance customer experience, performance and commercial thinking without losing sight of the humans behind the numbers.
• Is comfortable using data to ask "what's really going on here?" and turn insight into action.
• Can build relationships, influence and have constructive conversations at all levels.
• Keeps a cool head when situations are complex, sensitive or pressured.
• Has led change before and isn't afraid to challenge the way things have always been done.
• Is curious about how technology can help us deliver better services.
• Shares our commitment to equality, diversity and inclusion and understands what that means for our customers and colleagues.

You'll also need a Level 4 Certificate in Housing regulated by Ofqual, or an equivalent qualification, or be willing to work towards one.

And if you've got a professional management, leadership or coaching qualification? Lovely stuff. That's a bonus, rather than a deal-breaker.

The Yorkshire Housing bit

We're Yorkshire by name and Yorkshire by nature. Our values aren't something we stick on a poster and forget about. We want you to create trust, be curious, make it happen, achieve impact and have fun while you're doing it. That means being prepared to ask questions. To do the right thing, not just the easy thing. To own your decisions. And to care about making a genuine difference. Because ASB and tenancy support can be complicated - making sure our customers feel heard, supported and safe shouldn't be.

You'll also get: £58,177.35 plus £2,000 car allowance per year

To work from where suits your day, homeworking, in one of our hubs or out and about supporting out colleagues

Permanent contract, joining a newly formed team at Yorkshire Housing

26 days holiday + bank holidays

Excellent pension and wellbeing benefits

The opportunity to deliver work that has a lasting impact on people's lives

Find out more about our employment perks here!

If you're curious, customer-focused and passionate about using digital solutions to make things better, we'd love to hear from you.

Now you're really interested? At YH, we're actively building a working environment that's inclusive as well as diverse, where everyone can contribute their best work and be themselves. We believe difference is what makes us stronger and recognize the importance of our teams reflecting communities we serve, so we welcome and encourage candidates from all backgrounds for this role.

Closing date: (we may close early if we get lots of great candidates!) 1st stage interviews are pencilled in for 19/ via Ms Teams, 2nd stage at our workplace in Leeds is pencilled in for . We may contact you earlier than closing date so keep an eye out on your emails.

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