Community Operations Improvement Manager
Posted 6 days ago by A2Dominion Group
£75,887 Per year
Undetermined
Undetermined
Ealing, England, United Kingdom
Summary: The Community Operations Improvement Manager at A2Dominion is responsible for leading transformation initiatives within frontline customer support services in social housing. This role focuses on enhancing service delivery for customers with complex needs while engaging various stakeholders to co-create impactful solutions. The position requires a strong background in operational change management and a deep understanding of social housing operations. The role is a fixed-term contract for 12 months based in Ealing, London.
Key Responsibilities:
- Lead a change programme across Tenancy Sustainment, Community Investment, Safeguarding, ASB, and Wellbeing teams.
- Design and implement processes that improve consistency, efficiency, and compliance.
- Engage stakeholders including residents, staff, partners, and regulators to co-create impactful solutions.
- Plan and embed change, ensuring new ways of working are adopted and sustained.
- Report progress to senior leadership, highlighting achievements and opportunities.
- Enhance customer outcomes by improving safeguarding, tenancy sustainment, and community safety.
Key Skills:
- Proven experience in operational change within housing, public sector, or community settings.
- Strong project and change management skills (Agile/Prince2 or equivalent).
- Excellent stakeholder engagement and communication abilities.
- Deep understanding of social housing operations, especially in Tenancy Sustainment, Safeguarding, and ASB.
- Experience leading geographically dispersed teams and standardising service delivery.
- Ability to coach and support teams through change and deliver training programmes.
- Level 5 Diploma in Management & Leadership or relevant Housing qualification.
- Knowledge of regulatory requirements in social housing.
- Experience in measuring social value and customer impact.
- Full UK driving licence and access to a vehicle insured for business use.
- Strong understanding of mental health, domestic abuse, substance misuse, gangs, and offending.
- Proficient in Microsoft Office, especially Excel for data tracking and reporting.
Salary (Rate): £75,887.00 yearly
City: Ealing
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Community Operations Improvement Manager
Location: Ealing - London
Salary: £65,539 - £75,887
Type: Fixed Term Contract – 12 months
Hours: 35 hours per week – Monday to Friday
DBS Level: Basic
Are you passionate about driving meaningful change in social housing and improving outcomes for communities? Join A2Dominion as a Community Operations Improvement Manager and lead transformation across our frontline customer support services. As part of our evolving Customer & Community Operating Model, and embedded within the Neighbourhood Pilot, you’ll play a pivotal role in supporting customers with complex needs and shaping future service delivery.
Key Responsibilities
- Lead a change programme across Tenancy Sustainment, Community Investment, Safeguarding, ASB, and Wellbeing teams.
- Design and implement processes that improve consistency, efficiency, and compliance.
- Engage stakeholders including residents, staff, partners, and regulators to co-create impactful solutions.
- Plan and embed change, ensuring new ways of working are adopted and sustained.
- Report progress to senior leadership, highlighting achievements and opportunities.
- Enhance customer outcomes by improving safeguarding, tenancy sustainment, and community safety.
More about you:
- Proven experience in operational change within housing, public sector, or community settings.
- Strong project and change management skills (Agile/Prince2 or equivalent).
- Excellent stakeholder engagement and communication abilities.
- Deep understanding of social housing operations, especially in Tenancy Sustainment, Safeguarding, and ASB.
- Experience leading geographically dispersed teams and standardising service delivery.
- Ability to coach and support teams through change and deliver training programmes.
Qualifications & Skills
- Level 5 Diploma in Management & Leadership or relevant Housing qualification.
- Knowledge of regulatory requirements in social housing.
- Experience in measuring social value and customer impact.
- Full UK driving licence and access to a vehicle insured for business use.
- Strong understanding of mental health, domestic abuse, substance misuse, gangs, and offending.
- Proficient in Microsoft Office, especially Excel for data tracking and reporting.
About us
At A2Dominion, we’re more than a housing provider. We’re a not-for-profit organisation with a clear social purpose: to create homes and communities people love to live in. With over 38,000 homes across London and the South East, we reinvest our profits into building more affordable homes and delivering services that make a real difference. We’re a G15 housing association with a strong social purpose.
Choosing us is easy
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life. We offer a wide range of staff benefits. For this role, these include:
- 30 days’ holiday (Plus Bank Holidays)
- Up to 8% contributory pension
- Health care
- In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.
Diversity & Inclusion
We’re proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at resourcing@a2dominion.co.uk
We know some people hesitate to apply if they don’t meet every requirement. If that’s you, we encourage you to apply if your skills and experience align – please get in touch with us to talk it through. At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.
This vacancy is being managed by Becci Zapala. The role closes on Friday 14 November 2025. We reserve the right to close early upon appointment of the right candidate.