Operations Manager (Customer Responsive Repairs) You will lead a team of Repairs Service Delivery Managers delivering works on responsive repairs. Working collaboratively across the wider team. You will ensure repairs are delivered safely, on time and within budget. You will be accountable for operational performance, contract management and continuous service improvement, using data and customer insight to drive performance. What you'll be doing Working collaboratively with the planning team to schedule works in order to maximise productivity and efficiency. Contractor relationship management, including allocation of works and monitoring the portal Managing stakeholder relationships with colleagues across the wider team, organisation and externally. Monitor KPIs such as First Time Fix, Jobs completed in target, customer satisfaction are in line with agreed SLAs Being the point of contact for Stage 1 complaints, investigating and feeding back in a timely manner Leading on Service Excellence Groups and required Managing your Departments Budget. Proactive resource planning of your team. What we need from you A commitment to understand the challenges and opportunities that exist in the communities in which we work. We particularly value lived experience in social housing A passion to advocate on behalf of people and communities A commitment to work in partnership with others for the benefit of Great Places A commitment to continuous learning and improvement Ability to work flexibly and when needed outside normal working hours to ensure service continuity An ability to work in uncertainty To be professional and work with integrity, inclusivity and respect for diversity As a line manager you will need to actively support your colleagues with their development and well-being, some experience of this is desirable but not essential as we offer full support to people transitioning into a management role What you will need HNC/HND in Construction management, Building Surveying, Property Maintenance, or related field desirable Recognised H&S qualification NEBOSH or IOSH desirable Experienced in contractor management and procurement frameworks Membership or working towards membership of a professional body (e.g. RICS, CIOB, CIH)- desirable Good understanding of Landlord and tenant act 1985 and fitness for human habitation act 2018 Awareness and understanding of the Social Housing (Regulation) Act 2023 Awareness of Pre-Action Protocol for housing condition claims and legal processes Great Places Housing Group is committed to safeguarding and promoting the welfare of children, young people and adults and expects all our colleagues to share this commitment; this role is subject to a basic DBS check’ Support towards the delivery of the corporate plan What we give you in return for your hard work and commitment Pension ¦ DC scheme (up to 10% contribution from both colleagues and Great Places) WPA ¦ Healthcare scheme starts at no contribution level with £1250 of savings available per year (option to increase & add family members) Ways of Working¦ We offer some hybrid and flexible working Annual leave ¦Start at 26 days annual leave, increasing up to 30 days within 5 years Bank Holidays Reward & Recognition ¦ You Count Rewards are individual reward’s for going ‘above & beyond’ Professional fees ¦ The business pays the cost of one professional role related membership fee for each colleague The Market Place ¦high street, restaurant & supermarket discounts, gym memberships, cycle to work, smart tech loans and much more Wage Stream ¦ You can access savings opportunities and early access to wages Health and Wellbeing Initiatives ¦ Our colleagues enjoy wellbeing campaigns throughout the year, with activities designed around our four pillars of wellbeing, these include career wellbeing, mental wellbeing, physical wellbeing and financial wellbeing At Great Places we believe the wellbeing of our colleagues is vital to enable them to deliver to great services, all your benefits can be used inside and outside of work.