Job Specification: Program Delivery Lead Job Title: Program Delivery Lead Work Status: Permanent Travel & Hours: Full-time, core hours 08:00 – 17:00 Reporting Line: Maintenance Department Manager About Fixatex Fixatex LTD was established in 2000 and is an electrical service provider serving clients across London and the Southeast. We are a family-owned and operated firm with our head office, warehouse, and dedicated training centre in Hertford. We take pride in the personal relationships we develop with our clients and their residents. General Description We are seeking a Program Delivery Lead to join our Maintenance Department. This role is responsible for leading our Administration team to ensure the successful delivery of reactive maintenance and PPM (Planned Preventive Maintenance) programs, predominantly in the social housing sector. The Program Delivery Lead will also serve as the primary point of contact for clients regarding contractual issues and queries. Duties & Responsibilities Ensure client programs and schedules are adhered to and delivered through effective management of the Administration team. Attend weekly client meetings (and additional meetings as ) with the Maintenance Manager. Act as the main point of contact for client queries and relay Fixatex internal queries to the client as necessary (e.g., incorrect contact details). Directly manage the Administration Teams, following the People Manager guide to build a high-performance, accountable, and values-driven culture, and support team growth and development. Coordinate internally to ensure client queries are addressed by the appropriate person, owning the issue until resolved. Manage the complaints procedure end-to-end. Monitor policy adherence related to no access, resident contact, and appointment booking. Provide insights into the monthly Board report for the Maintenance department. Monitor compliance data and maintain up-to-date Power BI dashboards for accurate reporting. Ensure OneServe is used correctly and consistently, including all data management. Assist with recruitment, interviews, and staff development. Support business change initiatives to improve company operations. Adhere to company policies and procedures. Undertake training for continued professional development. Participate in staff investigations and disciplinary processes as necessary. Complete additional duties assigned by the Head of Department or directors. Required Skills, Attributes & Experience Experience delivering structured work programs and KPIs with strong results orientation. Customer-focused with exceptional client relationship management skills. Passionate about people management and leadership, with experience managing large teams. Comfortable using technology and digital tools. Analytically minded, proficient in data analysis and reporting using tools such as Excel, Power BI, or similar platforms. Strong internal and external stakeholder management skills. Skilled communicator, both verbal and written. Methodical and organised, with strong attention to detail. Highly collaborative in approach. Key Performance Indicators To be determined. Benefits Competitive salary. Private healthcare contribution. Holiday allowance that increases with length of service. Private mileage allowance for company vehicles. Sick pay policies supporting employee wellbeing. Supportive work environment with flexibility when needed. Encouragement to learn new skills and take on new responsibilities with available training and development. Regular team events to celebrate achievements and foster team spirit. Additional Requirements: Must have the right to work in the UK.