Operations Director

Role: Operations Director     

Location: London

Salary: Competitive Salary, company car allowance plus benefits

Contract: Permanent 

Hours: Monday to Friday – 9am to 5pm (35 hours per week)

Why FirstPort?

FirstPort, are on an ambitious journey to redefine excellence in UK residential property management. We are committed to elevating and resetting industry standards to be the most trusted and professional residential property management company.

By joining us as an Operations Director, you will play a pivotal role in achieving our vision:

• Impactful Work: You will directly support FirstPort’s mission to elevate industry standards and provide an exceptional service to our customers.
• Professional Growth: With access to accredited training and development programmes, you will be empowered to reach your potential.
• Supportive Environment: We foster a culture where collaboration and innovation thrive, ensuring you feel valued and supported every step of the way.
• A Future of Opportunity: Be part of a forward-thinking organisation that is shaping the future of residential property management in the UK.

At the core of everything we do are our leadership principles:

• Collaborative: We work together, combining expertise to deliver outstanding outcomes for our customers
• Consistent: We deliver dependable results, building trust with customers and colleagues.
• Simple: We simplify the complex, ensuring our financial processes are straightforward and understood.
• Clear: We communicate with clarity, making information accessible and transparent to all stakeholders.

Your Role, Your Impact

As the Operations Director, you will be responsible for overseeing operational delivery, customer outcomes and business performance across the London Classic portfolio.

Reporting to the Director of Operations, the role is accountable for ensuring the consistent delivery of high-quality property management services, driving customer satisfaction and retention, developing high-performing teams and ensuring operational, regulatory and commercial risks are effectively managed.

The role also provides leadership and oversight to the Quality Assurance function, ensuring independent assessment of operational performance, service standards and customer outcomes. Through effective assurance and governance, the role supports continuous improvement, operational consistency and client retention across the London business.

In addition, the Operations Director acts as a senior operational escalation point for significant customer, client, safety, regulatory and reputational issues arising across all London portfolios, providing leadership, oversight and support during major incidents and complex operational challenges.

Key Responsibilities: 

Operational Leadership

• Support the development and execution of operational strategies aligned to wider business objectives.
• Drive operational excellence through consistent delivery of company standards, processes and procedures.
• Deliver high-quality property management services across the Classic portfolio.
• Foster a culture of accountability, ownership and continuous improvement.
• Lead by example, promoting collaboration, professionalism and customer focus.

• Monitor and drive performance across the portfolio against operational, commercial and customer targets.
• Utilise data, insight and performance metrics to identify risks, trends and opportunities.
• Develop and implement improvement plans where performance falls below expectations.
• Ensure operational scorecards and performance measures drive accountability and desired outcomes.

• Drive Resident Management Company (RMC) growth initiatives and contribute to net portfolio growth.
• Reduce customer and client churn through proactive engagement, operational excellence and early intervention.
• Identify at-risk developments and implement recovery plans.
• Support the successful mobilisation and retention of developments within the portfolio.

• Proactively identify, manage and mitigate operational, regulatory, commercial and people-related risks.
• Maintain oversight of public safety, asset stewardship and compliance obligations.
• Ensure effective governance and control frameworks are embedded across the portfolio.
• Support the long-term protection and stewardship of client assets.

• Act as the senior operational escalation point for significant operational, customer, client, regulatory and reputational issues arising across all London portfolios.
• Provide leadership and coordination during major incidents, ensuring effective governance, communication and resolution plans are implemented.
• Support operational teams in managing complex or high-profile developments requiring senior intervention.
• Ensure lessons learned from significant incidents are identified, shared and embedded into future operating practices.

Required Skills and Qualifications:

• TPI qualification
• Demonstratable experience of managing people/teams and delivering exceptional customer service
• Confident, articulate communicator – both orally and in writing; able to build relationships with all types of customers and client with a resolution focused mentality, creative in your approach
• Able to work with autonomy and as part of a wider team
• Efficient in maintaining administration and record keeping electronically
• Demonstrable ability dealing with problems and challenges effectively

What’s in it for you?

Our customers deserve the best and the same applies to our people. We will provide you with the technology, training and support that you need to do your job well.  We offer competitive salaries and a range of benefit packages depending on the grade of your role, such as private medical insurance, pension contributions and life assurance. In addition, we also offer a range of exclusive discounts on extra benefits to help you, and your family make the most of your money, safeguard your future and look after your health, including discounted gym membership for all colleagues.

Diversity

We’re committed to promoting diversity at FirstPort and recruit on merit. We will ensure we make any adjustments that we can to support both through the recruitment and on-boarding process.

Ready to make a difference?

If you’re ready to take the next step in your career and make a difference we’d love to hear from you!

All applicants must be eligible to live and work in the UK without restrictions, and documented evidence of eligibility will be required.

Join us at FirstPort, where we not only manage properties but strive to lead and transform the industry. Together, we can make a difference – for our customers, our colleagues, and the future of residential property management in the UK.

Elevate your career. Reset the standard. Join FirstPort.