Job Description

Job Title: Director of Operations
Business Area: Executive Management Team
Grade: Executive Management
Responsible to: Chief Executive Officer

How the role fits into the organisation

Accountable for the leadership, direction and management of the Operations Team to ensure corporate goals and external targets are achieved or exceeded. To be accountable for delivery of all operational services to the highest possible standard of service to our tenants and other customers. To develop a customer focused, performance culture in the operations directorate of the company.

By personal example, ensure that Cobalt’s values are upheld and demonstrate the appropriate attitudes in all dealings with tenants and the wider public.

Main Responsibilities

To develop and deliver the strategic priorities and plans for asset management and repairs, landlord compliance, neighbourhoods, development and regeneration and customer contact including preparation and control of departmental budgets.

To ensure that the quality of the service given to all customers is the highest possible within the resources available, meeting the requirements of Cobalt Housing, best practice and tenant expectations.

To lead on the Homes and Neighbourhoods Committee. To prepare and present regular reports for the board and any committees, keeping them appraised of departmental performance and procedures, new legislation and policy reviews. To implement the strategic plans and budgets for the Directorate that reflects the objectives and priorities of the Board.

As a member of Cobalt’s Executive Ream, to participate in the corporate leadership of the organisation.

To ensure compliance with Standing Orders, Financial Regulations, Statutory, Health and Safety and other related regulations including compliance of all contracts.

To develop key criteria for the measurement of service performance, ensuring that appropriate strategies are in place which link to Cobalt’s strategic goals.

To ensure Cobalt’s Value for Money strategy is implemented seeking efficiencies through improved working practices and challenging supply chains.

To achieve stated / agreed targets and standards for performance, quality, culture and legislative compliance.

To assist in setting a strong set of Performance Indicators with challenging targets in order to achieve the highest level of performance and customer satisfaction. To manage and deliver an effective performance management framework within the team to ensure both team and individual performance targets are established, monitored and managed.

To ensure that the Operational team works collaboratively with other Cobalt teams to deliver effective processes and joint outcomes.

To create a supportive, fair and positive culture within which team members are motivated and can develop and maximise their skills and abilities through mentoring and coaching. To use the Continuous Professional Development (CPD) and One-to-One processes effectively to deliver this. To effectively manage other employee related issues such as sickness and absence, health and safety, grievance and disciplinary, in line with procedures.

To show demonstrable evidence of customer and stakeholder involvement. To work proactively with key partners and stakeholders to create a collaborative approach to delivery.

Our expected behaviours describe how we approach our work and what customers, colleagues and partners should expect of us.  We want to be known for the way we do things as much as for what we do.  We strive to be a fulfilling and enjoyable organisation to work for and to work with.  We know that people who are happy, motivated and enthusiastic will help us provide better services for our tenants and customers

Working together: We will work in partnership with others where this provides enhanced benefits and efficiency

Flexibility: We will be responsive, adaptable and proactive so we can deal quickly and effectively with a rapidly changing environment

Customer excellence: We will always value our customers and offer them outstanding services that meet their different and changing requirements

Integrity: We will do what we say we will do, being open and transparent in our dealings with others

Responsibility: We will target and invest our resources efficiently and responsibly for the well-being of our customers, our communities and the environment

Inspiration: We will empower and inspire our people and our customers, encouraging and supporting creativity, innovation and improvement

Accountabilities within Cobalt


To adhere to and promote Cobalt values.

Level 4 of the Management Accountability Framework

To take accountability for the performance of the business overall both in delivering current results and shaping the future boundaries of the Cobalt Housing offer to clients and other stakeholders. (See Management Accountability Framework document)

Collaborative Working

To actively work with colleagues across Cobalt sharing good practice and sharing knowledge.

Continuous Improvement

To undertake further training/development as appropriate and to be committed to continuous professional development.

Value for Money

To seek opportunities to improve our business efficiency through identifying cost savings, process improvements or service reviews.

Equality and Diversity

To be responsible for and actively promote Equality and Diversity across all service areas of Cobalt.

Health & Safety

To undertake all duties assigned under the Health & Safety responsibilities, paying particular attention to the responsibility for their own health and safety adhering to the organisation’s Health and Safety policies and procedures and relevant legislation.

Risk Management

To understand and contribute towards to the delivery of the Risk Management Strategy. To proactively manage risks within your remit and undertake regular risk assessments.


The above list is not exclusive or exhaustive.

Employees are expected to be professional, co-operative and flexible in line with the needs of the post, department and Cobalt.

No job description can cover every issue which may arise within the post at various times, and the jobholder is expected to carry out other duties from time to time - this may include evening and weekend work.

The post holder is required to undertake such duties as may reasonably be expected within the scope and grading of the post.

To Top