We're looking for an experienced and driven Operations Manager (Responsive Repairs) to lead the delivery of high-quality, customer-focused maintenance services across our housing portfolio. This pivotal role involves managing a team of skilled tradespeople, ensuring responsive repairs are delivered efficiently, safely, and right the first time, protecting long-term asset value and ensuring our residents receive an excellent service.
Operational Leadership
* Lead and manage a team of trade operatives delivering responsive repairs services
* Work closely with planners to ensure efficient resource allocation and productivity
* Monitor daily performance, ensuring works are completed on time and to a high standard
* Act as a key contact for residents during works in their homes
* Drive continuous improvement in service delivery and operational processes
Performance & Service Delivery
* Manage and report on KPIs including right-first-time fixes, customer satisfaction and productivity
* Carry out inspections and ensure quality standards are consistently met
* Resolve complaints and support effective local resolution
* Ensure accurate and timely updates across systems and mobile working platforms
People Management
* Provide day-to-day leadership, coaching and support to your team
* Conduct regular 1-2-1s, appraisals and performance reviews
* Lead recruitment, onboarding and development of staff
* Promote a positive, motivated and high-performing team culture
Contractor & Budget Management
* Manage contractors and suppliers to ensure quality and value for money
* Monitor budgets, control costs and review financial performance
* Ensure compliance with procurement and financial procedures
Qualifications
* Professional qualification in a building, construction, or asset management field (or equivalent experience)
* Proven experience managing teams in a repairs or maintenance environment
* Strong leadership skills with the ability to motivate and manage performance
* Experience managing budgets and delivering against financial targets
* Excellent problem-solving and decision-making abilities
* Strong customer focus with experience handling complex or sensitive situations
* Good IT skills, including Microsoft Office
Benefits
* Trust-based flexible working and supportive, friendly teams
* 25 days annual holiday entitlement, increasing to 30 days
* One day off for your birthday
* Opportunity to buy or sell annual leave
* A defined contribution pension scheme; GSA matches up to 6% contributions
* 24/7 online GP appointments, second medical opinions, health checks, mental health support, 24/7 medical helpline, wellbeing app, nutrition advice, fitness plans, and legal and financial support
* Access to Blue Light discount card membership
* Confidential Employee Assistance Programme (EAP)
* Cycle to work scheme
* Eligible for occupational sick pay
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