JOB SPECIFICATION
DATE: March 2016
Job title:
Operations Manager (Acquisitions and Accommodation)
Company:
Mears Housing Management
Line Report:
Contract Delivery Director
Direct Reports:
2 X Team Leaders (Accommodation Search and Move-In)
Location:
Unit 5, Cartel Business Centre, Stroudley Road, Basingstoke, RG24 8FW
JOB PURPOSE
To lead and manage teams delivering a contracted housing service to accommodate Government
Key Workers in the Private Rented Sector. Specifically identifying, securing suitable properties in the
market and arranging for households to move in to the home.
PRINCIPLE ACCOUNTABILITIES
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To effectively lead, manage and motivate teams to deliver the contractual requirement
To understand the commercial requirements of the contract
To understand and deliver great customer service through teams
To ensure the first point of contact by all prospective residents meets the customer needs
To understand the private rental market and direct teams to source the best available
properties
To oversee the negotiation of rental deals in line with commercial requirements
To manage third party suppliers to deliver services
To develop systems and processes to constantly seek service improvement and efficiencies
To deliver against a clear KPI regime
DIMENSIONS
Understanding the commercial imperatives of delivering a first class customer service whilst securing
homes in the PRS across the UK. To demonstrate leadership and management skills that enable
teams to meet their objectives.
FINANCIAL RESPONSIBILITY
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To secure required property on time and within budget
Manage KPIs and Penalties
To source and supply furniture on time
To manage the approved third party supplier of inventory services
Monitor all spend with the supply chain
COMMUNICATIONS
The jobholder will liaise with the property owners, tenants, client and agents of the client, branch staff,
operatives, sub-contractors, head office staff, other branch managers and employees from other
companies within the Mears Group plc
Key Responsibilities
Management:
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Lead and manage two teams delivering property search and move-in services to customers
Recruit, induct and train new staff with the required skills to meet the teams objectives
Provide the two Team Leaders with support and direction to meet objectives
Ensure all staff are correctly managed and trained with PDP and Annual Appraisals are
completed
To implement a culture of Performance Management with clear targets, standard’s and
objectives
Key Outcomes:
• Meet performance outcomes and targets
• Clear processes, policies and procedures to enable teams to achieve to the highest standard
• Ensure workload is prioritised in such a way to minimise performance failures and delivery
good customer service
• Ensure that good quality properties are acquired that meet the relevant standards and have
the relevant documentations before contracts are signed.
• Ensure Landlords and tenants are well informed of the policies and procedures of MHM in
relation to the management of their property.
• Ensure that effective liaison and relationship building with the client, landlords, agents,
suppliers and other agencies and stakeholders
• Ensure excellent customer service at all times
• Positive working relationships with colleagues, customers and external agencies.
PERSON SPECIFICATION
Essential
Skills and Knowledge
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A minimum of 2 years’ experience of people management
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Excellent negotiating and communicating skills
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A ‘can do ‘ attitude
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Motivated, able to use own initiative
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Decision making and problem solving
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Effective interpersonal skills, with the ability to influence others
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Excellent Knowledge of Microsoft (Word, Excel)
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Ability to use IT systems .
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The ability to manage effectively in accordance with the organisations
policies, procedures and standards.
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Good knowledge of HR management and supervision
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Excellent Team building Skills
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Clean UK Driving License
Very effective organisational skills
Influencing and Negotiating
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Builds positive relationships with Leadership Team, colleagues and partner
organisations
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Gains clear agreement and commitment from others by persuading,
convincing and negotiating
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Anticipates conflict and handles it constructively
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Expresses opinions, information and key points of argument clearly
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Maintains a positive outlook at work
Interpersonal Skills:
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Adapts interpersonal style to suit different people or situations
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Promotes teamwork and empowers, supports and thanks staff
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Listens, consults others and communicates pro-actively
Demonstrates integrity and is respected by others
Communicates clearly and fluently
Demonstrates an interest in and an understanding of others
Structures information in a way which meets the needs and
understanding of the intended audience
Strategic Vision:
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Takes account of a range of factors relevant to the department and the
bigger picture
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Analyses and interprets information logically
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Makes rational judgments from the available information & analysis
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Looks at the longer term as well as the present
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Introduces new and creative thinking to strategic issues
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Produces workable solutions to a range of problems
Leading Change and Delivering Success:
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Inspires and motivates colleagues and staff to make changes which
improve the performance of the organisation
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Focuses on delivering clear outcomes
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Shares expertise and knowledge with others
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Takes responsibility for actions, projects and people
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Takes the initiative and works under own direction
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Provides staff with development opportunities and coaching
Organising and Executing:
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Plans activities well in advance and takes account of possible changing
circumstances
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Identifies and organises appropriate resources
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Desirable
Sets high standards for quality
Monitors performance against deadlines and milestones
Works in a systematic, methodical and orderly way
Demonstrates commitment to the organisation
Complies with statutory obligations and company policy
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Experience of working in a residential property environment
Knowledge and understanding of current lettings regulations
An understanding acquisitions/lettings track record
Knowledge of health and safety issues related to rented accommodation
The knowledge and understanding of appropriate Landlord, tenant and
housing law
Commercial negotiating skills