About Caridon
Caridon delivers supported housing and housing-related support services for adults across multiple local authority areas. Our services support people at risk of homelessness and housing instability, many of whom have complex needs. We are committed to delivering high-quality, person-centred, trauma-informed support that enables people to sustain tenancies, progress towards independence, and move on successfully.
Job Details
Job Title: Operations Manager
Reports to: Director of Support (Adults)
Location: Croydon (with regular travel across services)
Service Coverage: Multiple locations (including Croydon, Harlow and new service areas)
Salary: £43,000
Contract Type: Full-time
Purpose of the Role
The Operations Manager is responsible for the effective operational delivery of Caridon’s supported housing services across multiple locations, ensuring services are safe, compliant, high-performing and financially sustainable.
Working closely with the Director of Support, the Operations Manager will contribute to the strategic development and growth of the service, including building referral pathways, strengthening partnerships with housing associations and commissioners, and supporting the mobilisation of new services.
The role provides leadership to Service Leads and managers, ensuring consistent standards, strong safeguarding practice, and positive outcomes for residents.
Key Responsibilities
1. Operational Leadership & Service Oversight
- Provide operational leadership across multiple supported housing services and locations
- Ensure services are delivered in line with:
- Organisational policies and procedures
- Contractual requirements
- Agreed KPIs and performance standards
- Maintain oversight of day-to-day service delivery, identifying risks and resolving issues proactively
- Ensure consistency of practice and standards across all services
2. Strategic Development & Service Growth
- Work in partnership with the Director of Support to contribute to the strategic development of supported housing services
- Support the design, development and mobilisation of new services and service expansions
- Identify opportunities for service improvement, innovation and growth
- Contribute to business planning, service reviews and strategic projects
3. Partnership Working & Referral Pathways
- Build and maintain strong working relationships with:
- Housing associations
- Local authorities
- Commissioners
- Referral agencies and partner support services
- Develop and strengthen referral pathways to ensure appropriate and sustainable placements
- Represent Caridon at partnership meetings, forums and strategic networks
- Promote Caridon’s services and values to external stakeholders
4. Performance, KPI & Quality Management
- Monitor and manage service performance against agreed KPIs, including:
- Occupancy and voids
- Tenancy sustainment and move-on outcomes
- Safeguarding activity
- Service quality indicators
- Use performance data to drive continuous improvement
- Support services to address underperformance and embed best practice
- Contribute to audits, inspections and commissioner reviews
5. Safeguarding & Risk Oversight
- Ensure safeguarding practices are robust and embedded across services
- Support Service Leads to manage safeguarding concerns effectively
- Escalate safeguarding issues to the Director of Support where required
- Promote trauma-informed, risk-aware practice across teams
6. Financial & Resource Oversight
- Support the Director of Support in ensuring services are financially viable
- Monitor operational factors impacting income and expenditure, including:
- Staffing levels
- Voids
- Maintenance delays
- Work collaboratively with Finance and Admin teams to manage risks
- Ensure effective use of resources across services
7. People Management & Leadership
- Line manage Service Leads and other senior operational staff
- Provide supervision, performance management and development support
- Ensure appropriate staffing structures and workforce planning
- Promote a positive, values-led and inclusive working culture
8. Multi-Site & Change Management
- Provide leadership across multiple service locations, ensuring visibility and engagement
- Support change management initiatives, including:
- Service restructuring
- New systems or processes
- Service mobilisation
- Ensure staff are supported through periods of change
9. Governance, Compliance & Reporting
- Ensure services operate in line with:
- Legal and regulatory requirements
- Safeguarding frameworks
- Data protection legislation
- Maintain accurate reporting and escalation to the Director of Support
- Contribute to organisational governance and risk management
Person Specification
Essential Criteria
- Substantial management experience within supported housing, homelessness or adult support services
- Experience managing multi-site services
- Demonstrable experience contributing to strategic development or service growth
- Strong partnership-working experience with:
- Housing associations
- Local authorities
- Commissioners or referral agencies
- Experience managing performance against KPIs and quality standards
- Strong safeguarding knowledge and risk management experience
- Excellent leadership, communication and problem-solving skills
- Ability to work flexibly across multiple locations
- Full UK driving licence
Desirable Criteria
- Relevant qualification in housing, health & social care, or management
- Experience supporting service mobilisation or new business development
- Knowledge of Housing Benefit / Universal Credit frameworks
- Experience engaging with external audits or inspections
Safeguarding & Recruitment
This role is subject to an Enhanced DBS check. Caridon is committed to safeguarding and promoting the welfare of adults at risk and expects all managers to uphold this commitment.
Pay: £43,000.00 per year
Benefits:
- Bereavement leave
- Company events
- Company pension
- Private dental insurance
- Private medical insurance
- Sick pay
Work Location: In person
