Permanent role with a Local Authority
Job Summary:
• The Housing Repairs Operations Manager (MM2) will lead, manage, and motivate Enfield Council’s in-house Direct Labour Organisation (DLO) repairs service.
• The role ensures the effective delivery of high-quality responsive repairs and maintenance services, manages budgets and contracts, drives service improvement programmes, and supports staff development.
• The postholder will collaborate with internal teams, contractors, elected members, and residents to achieve operational excellence and ensure resident satisfaction.
Key Duties/Accountabilities (Sample):
• Lead, coach, and motivate a team of up to 52 staff, including 3 direct reports.
• Manage high-value responsive repairs contracts, overseeing performance, quality, and commercial objectives.
• Plan, implement, and monitor operational and improvement plans, ensuring compliance with budgets and KPIs.
• Develop and maintain strong relationships with residents, councillors, contractors, and internal/external stakeholders.
• Ensure operational 24/7 emergency coverage and effective resource allocation.
• Monitor health, safety, and legislative compliance, including CDM 2015 and H&S at Work Act 1974.
• Drive continuous improvement initiatives and service delivery innovations.
• Oversee procurement and contract management for third-party suppliers and sub-contractors.
• Report performance and service improvements to senior management and elected members.
Skills/Experience:
• Strong leadership and people management skills; ability to coach, motivate, and set clear team targets.
• Significant experience managing responsive repairs contracts and Mechanical & Electrical programmes.
• Experience in operational planning, budget management, and performance monitoring.
• Proven ability to design and implement sustainable change and service improvement programmes.
• High levels of customer service focus and experience managing complaints/resident concerns.
• Knowledge of relevant legislation and regulatory frameworks for housing and repairs.
• Ability to work collaboratively across departments and political structures.
• Experience working in a fast-paced, multi-priority environment.
• Excellent risk assessment, decision-making, and problem-solving skills.
• Ability to communicate effectively with residents, elected members, and contractors.
• Project management experience.
• Experience working within a political or local authority environment.
• RICS or CIOB qualification.
Additional Information:
• Full UK Driving licence.
• Degree or Management Qualification or equivalent experience.
• Permanent role based at Civic Centre, Enfield.
• Salary range: £55,542 – £70,452.
• ERD service operates 24/7; flexibility for out-of-hours work is required.
• Enhanced DBS check required.