Heating & Hot Water Operations Manager
Contract Type: Permanent, Full Time, 35 hours per week
Salary: £48,691 - £53,725 per annum (London weighted salary) dependant on experience. Plus £1,300 Essential Car User Allowance
Grade: 9
Location: London, Stratford
Working Pattern: Mon – Fri 9am – 5pm, and on call when required. Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)
Benefits: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme.
Responsibilities:
* Lead the operational delivery of heating, hot water and ventilation services across the L&Q portfolio.
* Manage contractor performance, ensuring services are delivered safely, compliantly and in line with contractual standards.
* Chair operational and contract performance meetings, holding contractors to account and driving service improvement.
* Take ownership of complex cases, including complaints, MP enquiries and Housing Ombudsman investigations.
* Ensure effective escalation and resolution of operational, safety and performance issues.
* Oversee data quality, compliance reporting and system accuracy to support governance and audit requirements.
* Lead and develop a team of operational and administrative staff, promoting a culture of accountability and continuous improvement.
* Work collaboratively with compliance, technical and customer teams to improve resident outcomes and service delivery.
Qualifications and Experience:
* Proven experience managing operational service delivery within housing, property or a compliance-led environment.
* Strong understanding of heating and hot water services, including contractor management in a safety-critical setting.
* Experience managing contract performance, KPIs and driving service improvement.
* Strong leadership, decision-making and escalation management capability.
* Excellent communication and stakeholder management skills.
* Strong organisational skills with the ability to manage competing priorities.
* Intermediate IT skills, including experience producing reports and working with compliance or asset management systems.
Desirable:
* Experience working within a regulated or compliance-driven environment.
* Knowledge of gas safety, communal heating or building services operations.
* Experience managing complex complaints, MP enquiries or Housing Ombudsman cases.
If you require any reasonable adjustments at any stage during this process, including the application stage, please email lqcareers@lqgroup.org.uk.
#J-18808-Ljbffr