Operations Manager

Description:

Operations Manager - Responsive Repairs

About the Role

We are seeking an experienced and driven Operations Manager to lead the delivery of Responsive Repairs services across our Social Infrastructure Division. The successful candidate will be responsible for ensuring repairs, maintenance, and void property works are delivered safely, efficiently, and to the highest customer service standards.

This is a key leadership role where you will oversee operational performance, manage teams and subcontractors, drive service improvements, and ensure contractual and financial targets are achieved while delivering an excellent experience for residents and clients.

Key Responsibilities

Operational Management

Lead the day-to-day delivery of responsive repairs, disrepair, voids, and planned maintenance activities.

Ensure all repairs are completed within agreed Service Level Agreements (SLAs) and contractual KPIs.

Monitor operational performance and implement improvement plans where required.

Drive productivity across field-based operatives, supervisors, and supply chain partners.

Ensure efficient resource planning to maximise workforce utilisation.

Client & Stakeholder Management

Build and maintain strong relationships with clients, residents, local authorities, and housing association partners.

Attend client meetings and performance reviews.

Act as a key escalation point for operational and customer issues.

Support the growth and retention of contracts through exceptional service delivery.

People Leadership

Lead, coach, and develop operational teams to achieve high levels of engagement and performance.

Foster a culture of accountability, collaboration, and continuous improvement.

Conduct performance reviews and support succession planning across the business.

Support recruitment, onboarding, and retention initiatives.

Financial Management

Manage budgets, forecasts, and cost controls across contracts.

Monitor contract profitability and identify opportunities for efficiencies and savings.

Ensure accurate financial reporting and commercial compliance.

Work closely with Commercial teams to manage variations, cost recovery, and risk.

Health, Safety & Compliance

Champion a strong safety-first culture across all activities.

Ensure compliance with health and safety legislation, company policies, and industry standards.

Monitor and investigate incidents, implementing lessons learned and corrective actions.

Ensure statutory and regulatory requirements are consistently met.

Customer Excellence

Drive high levels of customer satisfaction and first-time fix performance.

Monitor resident feedback and customer journey outcomes.

Lead service improvement initiatives aimed at enhancing resident experience.

Ensure vulnerable residents receive appropriate support throughout repairs activities.

Skills & Experience

Essential

Significant experience managing responsive repairs contracts within social housing.

Proven track record of delivering operational and financial performance.

Strong leadership and people management experience.

Experience managing large directly employed and subcontractor workforces.

Knowledge of housing maintenance contracts, repairs, disrepair, and voids services.

Excellent stakeholder management and communication skills.

Strong understanding of health and safety legislation.

Financial and commercial awareness with budget management experience.

Full UK Driving Licence.

Desirable

Experience working with housing associations or local authority clients.

IOSH Managing Safely or NEBOSH qualification.

Relevant construction or property maintenance qualification.

Knowledge of workforce management and repairs scheduling systems.

What Success Looks Like

Achievement of contractual KPIs and SLAs.

Excellent customer satisfaction scores.

Safe delivery with strong compliance performance.

High levels of workforce productivity and engagement.

Delivery of budgeted financial performance.

Positive client relationships and contract retention.

What We Offer

Competitive salary

Annual bonus scheme

Company car or car allowance

Private healthcare

Pension scheme

Life assurance

Employee assistance programme

Career development and progression opportunities within a growing national business

This is an excellent opportunity for a proven operational leader to play a key role in delivering essential services that improve homes, communities, and customer experiences across the social housing sector