Repairs Senior Operations Manager
il y a 9 jours
London
Repairs Senior Operations Manager (London) for a large housing provider! Repairs Senior Operations Manager – Repairs & Maintenance (London)Permanent | Competitive Salary + Benefits | Hybrid Working Are you a strategic, commercially minded leader with deep experience in repairs, maintenance, and high‑performing operational teams? Do you thrive in a fast‑paced environment where customer satisfaction, efficiency, and service excellence come first? If so, this is an exciting opportunity to play a key role in shaping and delivering a large‑scale repairs service across a diverse housing portfolio. The RoleWe are seeking an experienced Repairs Senior Operations Manager to lead the end‑to‑end delivery of a high‑quality Responsive Repairs and Complaints Service across a large London housing portfolio. Managing a multi‑million‑pound annual budget, you will take full ownership of service performance, contract management, operational delivery, and customer outcomes.You will oversee a high-performing team delivering a broad range of property repair services, ensuring they operate with a customer‑first culture and a strong commercial mindset. Alongside this, you will lead on complex complaint resolution, ensuring issues are handled promptly, professionally, and in line with regulatory expectations.This is a hands‑on, influential role offering autonomy, variety, and the opportunity to directly shape service improvements across a major housing provider. Key Responsibilities • Lead the operational delivery of responsive repairs and complaints services across London, ensuring high-quality, cost‑efficient performance., • Manage and forecast a substantial annual budget (c. £4m), working closely with finance colleagues to ensure accurate reconciliation, value for money, and financial control., • Build and maintain strong relationships with contractors, partners, and internal stakeholders, ensuring contracts are managed effectively and performance consistently improves., • Act as an escalation point for complex complaints, ensuring timely and customer‑focused resolution., • Oversee compliance with all statutory and regulatory requirements, including health & safety, housing standards, environmental health notices, and sector best practice., • Lead, motivate, and develop a high-performing team, promoting a culture of accountability, wellbeing, learning, and continuous improvement., • Provide strategic planning, reporting, and insight to senior leadership and key governance groups., • Ensure effective delivery of the out‑of‑hours repairs service, participating in the escalation rota as required., • Collaborate with external stakeholders including local authorities, community representatives, and other agencies., • Experience managing repairs or property services operations at a senior level., • Strong commercial acumen, with the ability to interpret data, analyse performance, and drive efficiencies., • Excellent people leadership skills, with the ability to inspire, coach and develop diverse, multi‑disciplinary teams., • Ability to work collaboratively across departments and build strong stakeholder relationships., • Experience handling and resolving complex customer complaints., • A proactive, improvement‑focused mindset with the confidence to challenge existing processes., • A housing sector qualification (or willingness to work towards one) is advantageous., • Ability to work hybrid from a London office approximately three days a week, with flexibility based on operational needs., • A DBS check will be required for this role.What’s on Offer, • A leadership role with real impact and visibility., • A supportive environment focused on customer safety, satisfaction, and continuous improvement., • Opportunities to shape future service delivery and influence strategic direction.