Complex Manager

JOB DESCRIPTION – COMPLEX MANAGER

Reports to: Operations Director/ Management

Hours: Full-time, site based.

Job Purpose

The Complex Manager is responsible for the safe, efficient and effective day-to-day operation of a temporary accommodation complex, ensuring high standards of resident welfare, property management, health and safety, security, staffing, compliance and service delivery.

Key Responsibilities

1. Site & Operations

· Manage daily site operations and ensure accommodation is safe, clean, secure and well maintained.

· Manage arrivals, departures, room moves and occupancy records.

· Conduct regular inspections of rooms, communal and external areas.

· Identify and ensure prompt resolution of maintenance and operational issues.

· Manage contractors, suppliers and service providers.

· Maintain accurate records, logs and reports.

2. Resident Welfare

· Act as the senior point of contact for residents, complaints and concerns.

· Promote respectful behaviour and compliance with house rules.

· Manage challenging behaviour, disputes and incidents professionally.

· Identify and escalate safeguarding and welfare concerns.

· Liaise with local authorities, housing teams, support services and external agencies.

· Treat residents fairly, respectfully and confidentially while maintaining professional boundaries.

3. Staff Management

· Lead and supervise reception, housing, security, cleaning, maintenance and other site staff.

· Allocate duties and ensure appropriate staffing levels.

· Conduct briefings, supervision, training and performance reviews.

· Promote professional conduct, teamwork and excellent service.

· Address attendance, performance and conduct issues in accordance with company procedures.

4. Health, Safety, Security & Maintenance

· Ensure compliance with health and safety, fire safety, safeguarding and security requirements.

· Ensure risk assessments, safety checks and emergency procedures are maintained.

· Record and escalate accidents, incidents, hazards and emergencies.

· Liaise with emergency services when required.

· Monitor access, keys and site security.

· Oversee maintenance, PPM, property standards and contractor performance.

· Ensure specialist works are referred to suitably qualified contractors.

5. Compliance & Reporting

· Ensure compliance with company policies, contracts, legislation and housing standards.

· Maintain accurate occupancy, incident, safeguarding, complaint, maintenance and performance records.

· Prepare reports for senior management and commissioners.

· Support audits, inspections and compliance reviews.

· Monitor performance and implement improvements.

6. Financial & Resource Management

· Monitor expenditure and use resources efficiently.

· Authorise purchases within delegated limits.

· Monitor cleaning, maintenance, office and resident supplies.

· Monitor contractor performance and invoices.

· Support budget control and cost-effective service delivery.

Essential Experience & Skills

• Management/supervisory experience in temporary accommodation, housing, residential services, property, hospitality, facilities or similar.
• Strong people and operational management skills.
• Experience supporting people with diverse or complex needs.
• Ability to manage conflict, complaints and challenging situations.
• Understanding of safeguarding, confidentiality, equality and professional boundaries.
• Knowledge of health and safety and basic property management.
• Strong organisation, communication, decision-making and problem-solving skills.
• Ability to prioritise and respond effectively to emergencies.
• Competent with email, spreadsheets, records and reporting systems.

Desirable

• Temporary accommodation, homelessness or supported housing experience.
• Knowledge of housing legislation and local authority services.
• Multi-occupancy residential management experience.
• Relevant housing, management, facilities or social care qualification.
• First Aid, Fire Safety, Safeguarding or Health & Safety training.

Personal Attributes

Professional, organised, resilient, approachable and confident, with empathy for residents and the ability to maintain clear boundaries. The successful candidate must be able to lead teams, make decisions under pressure and manage changing priorities in a busy residential environment.

Working Requirements

The role is primarily site-based and may require evening, sometimes weekend, bank-holiday and on-call working, including responding to urgent incidents outside normal working hours may be required depending on operational needs or urgent situations.

Overall Accountability

The Complex Manager is accountable for ensuring the complex is safe, compliant, well managed and resident-focused, while maintaining effective staff performance, property standards, security, financial control and operational delivery.