Repairs Senior Operations Manager – Repairs & Maintenance (London)Permanent |petitive Salary + Benefits | Hybrid Working
Are you a strategic,mercially minded leader with deep experience in repairs, maintenance, and high‑performing operational teams? Do you thrive in a fast‑paced environment where customer satisfaction, efficiency, and service excellencee first? If so, this is an exciting opportunity to play a key role in shaping and delivering a large‑scale repairs service across a diverse housing portfolio.
The RoleWe are seeking an experienced Repairs Senior Operations Manager to lead the end‑to‑end delivery of a high‑quality Responsive Repairs andplaints Service across a large London housing portfolio. Managing a multi‑million‑pound annual budget, you will take full ownership of service performance, contract management, operational delivery, and customer oues.You will oversee a high-performing team delivering a broad range of property repair services, ensuring they operate with a customer‑first culture and a strongmercial mindset. Alongside this, you will lead onplexplaint resolution, ensuring issues are handled promptly, professionally, and in line with regulatory expectations.This is a hands‑on, influential role offering autonomy, variety, and the opportunity to directly shape service improvements across a major housing provider.
Key Responsibilities
1. Lead the operational delivery of responsive repairs andplaints services across London, ensuring high-quality, cost‑efficient performance.
2. Manage and forecast a substantial annual budget (c. £4m), working closely with finance colleagues to ensure accurate reconciliation, value for money, and financial control.
3. Build and maintain strong relationships with contractors, partners, and internal stakeholders, ensuring contracts are managed effectively and performance consistently improves.
4. Act as an escalation point forplexplaints, ensuring timely and customer‑focused resolution.
5. Overseepliance with all statutory and regulatory requirements, including health & safety, housing standards, environmental health notices, and sector best practice.
6. Lead, motivate, and develop a high-performing team, promoting a culture of accountability, wellbeing, learning, and continuous improvement.
7. Provide strategic planning, reporting, and insight to senior leadership and keyernance groups.
8. Ensure effective delivery of the out‑of‑hours repairs service, participating in the escalation rota as required.
9. Collaborate with external stakeholders including local authorities,munity representatives, and other agencies.
10. Drive innovation and service improvement, championing new approaches rather than “the way things have always been done.”
About YouYou will bring strong operational leadership experience within a repair, maintenance, or property services environment, alongside a proven track record of managing large budgets, contractor relationships, and customer‑focused teams.
We’re looking for someone who can demonstrate:
11. Experience managing repairs or property services operations at a senior level.
12. Strongmercial acumen, with the ability to interpret data, analyse performance, and drive efficiencies.
13. Excellent people leadership skills, with the ability to inspire, coach and develop diverse, multi‑disciplinary teams.
14. Ability to work collaboratively across departments and build strong stakeholder relationships.
15. Experience handling and resolvingplex customerplaints.
16. A proactive, improvement‑focused mindset with the confidence to challenge existing processes.
17. A housing sector qualification (or willingness to work towards one) is advantageous.
18. Ability to work hybrid from a London office approximately three days a week, with flexibility based on operational needs.
19. A DBS check will be required for this role.
What’s on Offer
20. A leadership role with real impact and visibility.
21. A supportive environment focused on customer safety, satisfaction, and continuous improvement.
22. Opportunities to shape future service delivery and influence strategic direction.
How to ApplyWe are reviewing applications as theye in and may close the advert early if sufficient interest is received. If you are passionate about high‑quality repairs services, operational excellence, and delivering great oues for residents, we would love to hear from you. Please get in touch with #4774345 - Molly Spencer