Director of Operations – Housing, Property, Customer Services & Support Services (Supported Housing)
Salary: circa £90,000–£100,000 FTELocation: Fulham, London | Flexible workingReports to: Chief Executive OfficerPermanent/Interim: We are happy to consider candidates seeking a permanent opportunity, as well as experienced interim professionals who may either support the organisation during the recruitment process or be considered for the substantive post.
100 years behind us. The next 100 starts with you.
Stoll has been supporting veterans for more than 100 years.
That’s quite a legacy.
But we’re not looking for someone to simply protect what’s gone before. We’re looking for someone who wants to help shape what comes next.
As our Director of Operations, you’ll bring together Housing, Property, Customer Services and Support Services, leading the teams that make a real difference to the lives of vulnerable and disabled veterans.
This is a pivotal leadership role, with responsibility for service delivery, compliance, safeguarding, performance, risk, quality and continuous improvement. You’ll lead four Heads of Service and a wider operational team, ensuring Stoll’s services are safe, effective, resident focused and built to deliver for the future.
This isn’t a “keep things ticking over” role.
It’s an opportunity to join the dots, challenge the status quo and make things better.
A role to shape, transform and lead a culture of excellence
Stoll is investing in its people, services, systems and future. We’re on an important transformation journey, and this role will be central to turning that ambition into meaningful, sustainable change.
You’ll bring together different areas of the organisation, strengthening how teams work, improving systems and processes, and ensuring we have the right culture and accountability in place to deliver consistently high quality services.
We want to build a culture of excellence – one where people are empowered to do their best, performance is understood and acted upon, accountability is clear and continuous improvement is part of everyday working.
You’ll need to be comfortable asking difficult questions, making decisions and holding others to account, while creating an environment where people feel supported to grow, contribute and succeed.
Most importantly, you’ll ensure that transformation never becomes an end in itself. Residents must remain at the heart of every decision.
So, who are you?
You’ll be an experienced senior leader from housing, supported housing, care or another complex service environment.
You’ll have strong knowledge of housing management, compliance, safeguarding and operational delivery, and you’ll be comfortable leading services where there are competing priorities, regulatory requirements and difficult decisions to make.
You’ll also bring experience of:
- Leading complex, multi-disciplinary services and developing high-performing teams.
- Driving organisational change, service improvement and cultural transformation.
- Managing risk, compliance, safeguarding and operational performance.
- Using data, insight and customer feedback to improve services and outcomes.
- Making difficult decisions while balancing accountability with empathy.
- Working with people with complex needs and understanding trauma-informed approaches.
- Managing budgets and resources effectively, with a strong understanding of operational and financial performance.
But equally, you’ll need empathy.
Our residents may have experienced trauma, housing insecurity or difficult transitions in their lives. You’ll need to understand that behind every tenancy, service issue or operational decision is a person.
We’re looking for someone who can bring head and heart to the role — someone who can lead with confidence and challenge with purpose, while never losing sight of the people we are here to support.
Veteran-sector experience is valuable, but it’s not essential. What matters is your experience of leading complex services, your understanding of vulnerable people and your ambition to make a genuine difference.
Why Stoll?
Because you’ll be joining an organisation with a 100 year history – and a very real opportunity to influence its next 100.
This is a chance to join Stoll at an important point in its journey and play a significant role in shaping how the organisation operates, develops and delivers for its residents.
You’ll have the opportunity to:
- Lead a broad and influential operational portfolio.
- Shape how Stoll delivers housing, property, customer and support services in the future.
- Transform services, systems and ways of working.
- Build a culture of excellence, accountability and continuous improvement.
- Develop people and create high-performing, empowered teams.
- Influence organisational strategy and work closely with the CEO and wider leadership team.
- Make a tangible difference to the lives and quality of life of veterans and other vulnerable residents.
- Be part of an organisation with genuine purpose, heritage and ambition.
100 years is a long time to make a difference.
The question is: what will you do with the next 100?
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