Senior Repairs Operations Manager

Role Purpose
Our client is seeking a dynamic and experienced leader to take full accountability for delivering a high‑quality responsive repairs service and oversee departmental complaint handling across a diverse housing portfolio. With responsibility for an annual budget of approximately £4 million, you will champion a customer‑focused culture, drive operational excellence, ensure value for money, and lead the strategic development of the service. This is a key leadership role that will shape performance, partnerships, compliance and innovation across the property services function.

Key Responsibilities

• Lead, manage and control an annual budget of circa £4m, working closely with finance and senior leadership on forecasting and financial performance.
• Oversee the delivery of responsive repairs across the London region, ensuring KPIs and performance standards are consistently met and exceeded.
• Build, lead, motivate and develop a high‑performing team, embedding a culture focused on customer satisfaction and continuous improvement.
• Act as the escalation lead for complex complaints, using customer feedback to influence service improvement.
• Ensure compliance with safety legislation, regulatory requirements, policies and best practice across all operational functions.
• Strengthen collaborative relationships with internal teams, contractors, consultants and resident stakeholders.
• Performance‑manage contractors and partners delivering repair services, ensuring quality, productivity and value for money.
• Lead the client function for partnering contractors and maintain strong, effective working relationships.
• Manage and support the out‑of‑hours service, acting as an escalation point when required.
• Oversee responses to Environmental Health Notices and maintain strong relationships with local authorities.
• Ensure full compliance with regulatory and statutory requirements relating to Responsive Repairs, including Health & Safety, Housing Ombudsman expectations and regulatory standards.
• Drive service innovation and identify opportunities for integration, growth and improved customer experience.
• Lead departmental planning, policy development, service reviews and corporate project work.
• Produce high‑quality strategic and operational performance reports for senior leadership.
• Maintain excellent relationships with key external stakeholders including MPs, councillors, emergency services and partner agencies.
• Support annual service charge setting and maintenance contract processes with finance and operational teams.
• Contribute as a key member of the organisation’s emergency and incident response team.

Requirements 

• Proven leadership experience in a similar role within property services, repairs, asset management or housing.
• Strong track record of building and leading high‑performing teams within a customer‑focused environment.
• Extensive commercial and operational experience managing third‑party contractors in a property‑related service area.
• Significant budget management experience at a senior level.
• Demonstrated ability to analyse data, diagnose complex issues and implement effective solutions.
• Strong IT literacy, including experience with repairs management systems, workforce planning and job scheduling tools.
• Excellent stakeholder management skills, with the ability to develop constructive relationships across all levels.

Qualifications & Compliance

• Health & Safety qualification: IOSH Managing Safely (5‑day) or NEBOSH Construction Certificate (essential).
• Willingness to work toward an Ofqual-recognised qualification in Housing Management (e.g., CIH Level 5) if not already held.
• Must demonstrate and uphold organisational values and behaviours.
• Ability to pass a Basic DBS (Disclosure and Barring Service) check.