Senior Repairs Manager
Salary: 60:75K
Location: North West London
We are seeking an experienced and driven Senior Operations Manager to lead the delivery of responsive repairs and gas services within a high:performing housing or property services environment. This is a pivotal leadership role, responsible for ensuring operational excellence, regulatory compliance, and continuous service improvement.
Key Responsibilities:
Lead the end:to:end management of responsive repairs, including planning and scheduling functions, ensuring efficient and customer:focused service delivery. Oversee both Direct Labour Organisation (DLO) teams and external contractors, ensuring high standards of performance, productivity, and accountability. Ensure full compliance with all gas safety regulations and relevant legislation, maintaining a strong compliance culture across the organisation. Manage and monitor key performance indicators (KPIs), using data:driven insights to identify trends, address underperformance, and drive continuous improvement. Provide strategic leadership to managers and operational teams, fostering a culture of high performance, collaboration, and accountability. Develop and maintain effective contractor relationships, challenging performance where necessary and ensuring adherence to contractual obligations. Lead on service improvement initiatives, proactively identifying risks and implementing solutions to enhance efficiency and customer satisfaction. Oversee complex complaints handling, ensuring timely resolution and a customer:centric approach. Manage budgets effectively, working collaboratively to deliver value for money and identify cost:saving opportunities. Produce clear, insightful performance reports and present findings to senior stakeholders. Chair meetings and deliver presentations to a range of audiences, both internal and external.
Key Skills and Experience:
Extensive experience in managing responsive repairs and gas services within a housing or property services setting. Strong knowledge of gas compliance and associated legislation. Proven track record in managing both in:house (DLO) and contracted service delivery models. Highly analytical, with the ability to interpret performance data and translate insights into actionable improvements. Strong leadership capability, with experience managing managers and leading large operational teams. Skilled in contract management, performance management, and service optimisation. Excellent communication and presentation skills. Commercially aware, with experience in budget and productivity management. Demonstrated ability to improve processes, enhance service delivery, and achieve measurable outcomes.