Overview
Job Title: Operations Manager - Repairs and Maintenance
Contract Type: Permanent
Salary: £59,285.57 per annum
Working Hours: 35 Hours per week
Working Pattern: Monday - Friday - Hybrid
Location: Camden, London
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. Riverside recruits to potential, not just on skills and experience, so we encourage you to apply even if you don\'t meet all the essential criteria on the job description.
Note: Whilst we will accept applications on the basis of any valid form of legal permission to work in the UK, Riverside is surrendering its Sponsorship licence, so we are unable to apply for any further sponsorships for new or existing candidates.
The difference you will make
Role: Responsible for the day-to-day management of service delivery and workstream operations across the RPS South Business area to ensure efficient and effective maintenance of Riverside Group empty homes (approximately 26,000). Ensure teams operate to Riverside standards and deliver best-in-class customer service while meeting safety, quality and cost-control standards relating to budget, profitability and resource deployment and full empty home compliance obligations. Support the senior management team in delivering high‑standard statutory and non-statutory repairs and maintenance activities within Riverside empty homes.
About You
We are looking for someone with:
* Building/Surveying related degree or equivalent trade qualification/experience
* Experienced people manager in frontline roles
* Full Driving Licence
* Excellent planning, communication and stakeholder management skills
Role Responsibilities
* Manage and monitor all work undertaken in reactive works streams across Riverside Property Services, South to all tenures (including general needs, Care & Support, Market Rent and other tenures); undertake pre- and post-inspection of void properties; oversee repairs and ensure compliance requirements are met; manage a team of first-line managers, technical staff, administrative staff, subcontractors and trade operatives (DLO).
* Monitor progress and completion of works by the Direct Labour Organisation (DLO) and subcontractors within service requirements and standards for performance, customer service, health and safety.
* Work closely with the Senior Management team; be operationally and commercially accountable for area of operations.
* Lead and communicate effectively to stakeholders including residents, Councillors, consultants, colleagues, team members and Trade Union representatives.
* Set clear targets and objectives aligned with business expectations to meet service needs and standards (e.g., void repair timescales, lettable standards).
* Assist in controlling costs (operative hours, equipment, vehicles, stock, tools) to minimise wastage and unnecessary expenditure.
* Assist in preparing company and contractual documentation for invoicing to the client to support cash flow.
* Gain sign-off for expenditure; identify properties for disposal or extensive refurbishment; identify cost-effective service delivery options to reduce cost.
* Manage all aspects of repairs and commercial delivery and contractual performance in line with contractual commitments and client protocols, timeframes, budget and cash flow.
* Ensure compliance with health and safety regulations, statutory and Riverside SOPs, quality assurance and accreditation standards; promote best practice and adherence to legislation and codes of practice.
* Manage direct labour resources and supply chain; identify opportunities to increase productivity and achieve savings; work with the group Procurement Team on national procurement agreements and innovation.
* Adhere to and complete company and client reporting protocols within required timescales.
* Cultivate a positive, customer-focused culture across all work; ensure professional site appearance, company ID, vehicle condition and high health & safety standards.
* Ensure high levels of satisfaction with performance delivery; achieve contractual KPI targets in line with SOPs.
* Manage employees’ performance; coach and develop individuals; protect company assets and follow HR policies; report damages as required.
* Foster strong relationships with Riverside representatives, subcontractors, service users and local communities; manage client expectations; attend meetings; assist in business development and bids.
* Carry out duties related to People Management, including one-to-ones, training needs, appraisals, attendance management and related HR processes.
* Monitor workloads, operative performance and costs; manage underperformance in collaboration with Commercial and Contract management teams.
* Address resident concerns or complaints promptly and professionally; collaborate with management to develop maintenance strategies, budgets and schedules for the workstream.
* Ensure all Health and Safety requirements are followed and risk assessments are conducted as necessary.
Post holders will be required to participate in out-of-hours rota for repairs and maintenance services on a regular basis.
Person Specification
Essential
* Proven experience in managing a direct labour force and subcontractors coordinating repairs and maintenance in a social housing or property management environment
* Knowledge of building construction and maintenance
* Extensive experience in managing an effective void repairs service
* Experience working with contractors and managing performance against SLAs
* Strong understanding of health and safety regulations
* Excellent organizational and time-management skills; ability to manage multiple projects
* Strong communication and interpersonal skills; liaising with internal teams, contractors and tenants
* Ability to work under pressure and meet deadlines while maintaining quality and compliance
* Understanding and application of HHSRS
* Problem-solving abilities
* Leadership and people management skills
* Ability to write clear and concise reports
* Attention to detail and commitment to high-quality work
* Strong negotiation skills for managing contractors and resources
* Proactive approach with focus on continuous improvement
* Full Driving licence
Desirable
* Health and safety certification (e.g., NEBOSH, IOSH)
* Willingness to participate in ongoing training and professional development
About Riverside
Riverside is one of the UK\'s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes. We are a leading provider of supported housing services, particularly for those affected by homelessness, with a track record of transforming lives and revitalising neighbourhoods for over 90 years. We plan to build over 15,000 affordable homes over the next decade.
Our Values and Behaviours
Creating an Inclusive Environment
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