Yoshika Smith

Operations Manager with progressive experience in a tech-enabled social impact organisation, leading high-volume service delivery across local-authority housing contracts. Promoted from Caseworker to Senior Caseworker and then Operations Manager, with strengths in operational performance, stakeholder management, partnership development, PRS/property supply, process improvement and complex problem solving. Experienced in translating contractual requirements into practical delivery, building productive external relationships and maintaining quality while working at pace.

Now targeting Operations, Service Delivery, Partner/Marketplace Operations, Housing Supply and Property Partnerships roles.

Operations Manager at BEAM (2025-01 – Present)

• Lead operational delivery across council-funded housing services, balancing resident outcomes, property supply, partner relationships, contractual requirements and service quality.
• Manage delivery against high-volume outcome targets and use caseload/performance information to identify risks, unblock cases and keep delivery on track.
• Support the Brent contract, which is currently at 168 outcomes against a 240-outcome target due by August 2027, with the team forecasting potential completion significantly ahead of deadline.
• Build and maintain relationships with landlords, letting agents and council stakeholders; source PRS opportunities and match suitable stock to household and affordability requirements.
• Negotiate rents and landlord incentives, prepare cost-approval cases, assess affordability and coordinate tenancy progression, deposits, first-month rent and guarantor arrangements.
• Oversee property-readiness and compliance requirements including ASTs, EPCs, EICRs, Gas Safety documentation, proof of ownership and landlord/payment verification.
• Contribute to housing-supply development across multiple contract areas, including targeted landlord/property outreach for Oxford and Chelmsford.
• Coordinate additional contract-delivery requirements, including Social Value activity involving community partnerships, resident workshops, employability support and evidence/reporting.
• Act as a key escalation point for complex tenancy, landlord and resident issues, protecting partner relationships while working towards practical and commercially sensible resolutions.

Senior Caseworker at BEAM (2024-01 – 2025-01)

Promoted following strong delivery performance, taking on more complex cases and increased responsibility for tenancy progression, landlord liaison and problem solving.

• Consistently exceeded housing-outcome expectations, including delivering 38 tenancies against a target of 20 across two consecutive quarters.
• Supported residents through the full PRS journey: property search, viewings, affordability, negotiation, tenancy documentation, move-in and sustainment.
• Developed trusted relationships with landlords and agents and used negotiation to secure suitable homes within council funding and affordability parameters.

Caseworker at BEAM (2023-07-10 – 2024-01)

• Managed a portfolio of residents facing housing insecurity, creating practical housing plans and supporting them to secure sustainable private rented accommodation.
• Worked closely with local-authority teams, landlords and agents while maintaining accurate case records, clear communication and timely progression.

Administration Assistant at THE BOUNCE BACK PROJECT (2022-01 – 2023-01)

• Provided administrative and operational support within a social enterprise, coordinating events for 30+ attendees, travel, external suppliers, communications and day-to-day office requirements.
• Liaised with multiple organisations and stakeholders, managed competing priorities and supported smooth delivery of office and participant activities.

Corporate Receptionist at STANDARD CHARTERED BANK (2017-01 – 2019-01)

• Delivered front-of-house service in a global corporate environment, managing visitors, communications, meeting-room coordination and day-to-day reception operations.

Receptionist → Client Administration Assistant at JAMES HAMBRO & PARTNERS LLP (2016-01 – 2017-01)

• Progressed into client administration within six months; handled sensitive client data, supported quarterly valuations for 1,000+ clients and produced business documentation.

Care Worker / Hospitality / Team Leader at Westminster Homecare / Compass Group (2014-01 – 2017-01)

Level 2 Diploma in Business Administration – Southwark College / James Hambro & Partners LLP (2016-01 – 2017-01)

ICT Level 1 in Functional Skills – Edexcel

BTEC Level 2 in Health & Social Care – Richmond upon Thames College

GCSEs in English Language (A*), Maths (B), Science (B)

AS Level in Spanish (C)