Property Operations Manager – Residential Lettings NW

Location: Burnley, BB12 7TY Lancashire (Head Office)

Salary: £35,000 Negotiable

Hours: 40 hours per week

Experience: 2 years' experience of management and leadership at a Property Company.

Company Overview

About Us

Our Company, part of a dynamic group, specialises in all aspects of property purchase and management. With a growing portfolio of over 2,000 properties and offices in Burnley and Middlesbrough, we provide a client-centred service from acquisition to management and resale of properties. We operate a comprehensive in-house service with departments ranging from Property Surveyance and Renovation through to Sales & Marketing. Featured five times on BBC's "Homes Under the Hammer," our growth and innovation continue to thrive.

Overview

We are looking for an experienced and driven Property Operations Manager to lead our residential lettings operations. This role is ideal for a hands-on leader with a solid background in property management, contractor coordination, and team development. The successful candidate will ensure our properties, processes, and people operate to the highest standards of efficiency, compliance, and service quality.

Key Responsibilities

Leadership & Team Management

• Lead and manage the office-based maintenance team.
• Conduct regular 1:1s, appraisals, and implement effective performance management to drive results and professional growth.
• Foster a collaborative, supportive culture where staff are motivated to deliver excellent tenant and landlord experiences.

Operational Oversight

• Oversee the day-to-day operations of the residential lettings portfolio, ensuring smooth property maintenance, compliance, and tenant satisfaction.
• Manage and coordinate contractors, tradespeople, and maintenance teams, ensuring all works are completed on time, within budget, and to a high standard.
• Implement clear procedures for property inspections, repairs, safety compliance, and move-in/move-out processes.

Process & Compliance Management

• Develop, document, and improve internal processes and workflows to ensure operational consistency and efficiency.
• Lead staff training on systems, procedures, and compliance requirements.
• Stay up to date with residential property legislation, housing standards, and industry best practice, updating departmental literature and protocols accordingly.

Stakeholder & Relationship Management

• Build and maintain strong working relationships with landlords, tenants, contractors, local councils, and suppliers.
• Act as a key escalation point for operational or maintenance issues, ensuring swift and professional resolution.
• Represent the company professionally in all external communications and negotiations

Essential Skills & Experience

• Minimum 2 years' experience in a leadership or management role within a residential lettings or property management company.
• Strong understanding of trade works, contractor management, and residential property maintenance operations.
• Proven track record in team management, including conducting performance reviews and leading staff development.
• Experience in process management, training, and documentation.
• Comprehensive knowledge of UK residential lettings legislation and compliance requirements (e.g., safety certificates, right-to-rent, deposit protection).
• Excellent interpersonal and communication skills with the ability to build rapport across all stakeholder groups.

Desirable Attributes

• ARLA qualification or equivalent professional accreditation. ARLA Level 3 in Residential Lettings & Management
• Proficiency with property management software and Microsoft Office suite.
• Strong organisational and problem-solving skills with a proactive approach to improvement.

Our Core Values:

Teamwork & Collaboration: We foster a cooperative environment that enhances creativity, productivity, and problem-solving.

Ownership & Accountability: We take pride in our work and understand the impact of our actions on the company's success.

Customer Focused: Our priority is to exceed client expectations by building strong, lasting relationships.

Integrity, Honesty & Trust: We maintain a culture of credibility and ethical conduct.

Hard Work: Our commitment to excellence drives us to overcome challenges and achieve our goals.

Salary & Benefits

• Competitive salary based on experience
• Opportunities for career development and professional training
• Supportive and collaborative working environment within a growing residential maintenance, renovations and lettings company
• Company events
• Free parking
• Discounted or free food

Job Type: Full-time

Pay: From £35,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Discounted or free food
• Free parking
• On-site parking
• Referral programme

Work Location: In person