We are looking to appoint an experienced Repairs Operations Manager to lead the delivery of a social housing reactive repairs contract.
This is a fully office-based role, responsible for managing operational performance, leading office teams, and acting as the key point of contact for the client.
This role is critical to ensuring service delivery, customer satisfaction, and commercial performance across the contract.
Key Responsibilities
* Take full operational ownership of the contract, ensuring KPIs, service standards, and client expectations are consistently achieved
* Monitor and drive performance of field operatives, ensuring productivity, quality of work, and first-time fix rates
* Lead and manage the office-based scheduling team (planners/controllers), providing direction, structure, and daily support
* Act as the primary escalation point for operational issues, ensuring timely resolution
* Maintain strong relationships with housing association and local authority clients, acting as the central point of contact
* Analyse performance data and proactively address underperformance or risk areas
* Manage contract profitability, including cost control and resource planning
* Provide regular performance and financial updates to senior leadership and Board level
* Ensure effective coordination between office teams and field operatives to deliver a seamless service
About You
* Proven experience in a similar operational role within social housing, reactive repairs, or maintenance services
* Strong understanding of KPI-driven service delivery environments
* Experience managing planners/schedulers and coordinating field-based teams
* Commercially aware, with the ability to manage performance and profitability
* Confident communicator, capable of managing client relationships at all levels
* Organised, proactive, and solutions-focused under pressure
About Gilmartins
Gilmartins is a family owned and run business; our staff are valued and our ethos is to promote from within. Where your career progresses with us is shaped by your own ambition, personal drive, performance and skills – it’s all in your hands!
We work in social housing and provide reactive repairs for local authorities and housing associations.
Gilmartins has moved to the Woodside Estate in Houghton Regis (Houghton Hall Park) to a modern, well equipped office with great facilities.
Working Hours
* Monday to Friday, 8:00am – 5:00pm
* One Saturday in four (rota basis)
* Participation in an on-call rota for emergency out-of-hours service
What We Offer
* Clear career development opportunities within a growing business
* 28 days annual leave (including bank holidays)
* Employee Assistance Programme
* Weekly group personal training sessions
* Christmas hamper