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Goodman Masson Logo Goodman Masson · Public Sector

Head of Support Services

United Kingdom, Hackney 66084.00 - 67269.00 GBP / Year · Job Posted January 05, 2026
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Job Description

Goodman Masson is pleased to be partnering with Hackney Council to recruit a Head of Support Services, a critical leadership position within Repairs and Maintenance. This role oversees the Council’s fleet, complaints, and stock management functions, ensuring essential operational support that enables high-quality, resident-focused housing services. This is an influential role shaping the support services that enable high-performing repairs delivery for thousands of residents across Hackney.

Job Responsibility

  • Lead the development of efficient systems, processes, and teams that underpin service delivery across Repairs and Maintenance
  • Manage the Transport and Stores Manager and Complaints & Insurance Manager
  • Ensure that vehicles, materials, and customer feedback frameworks operate to the highest standards of safety, compliance, and value for money
  • Take a proactive approach to customer service, embedding a culture of accountability, continuous improvement, and strong performance management
  • Oversee fleet strategy, regulatory compliance, and environmental targets
  • Manage a robust stock control operation with streamlined procurement and audit processes
  • Lead a high-performing complaints function that identifies service trends, improves outcomes, and enhances resident trust
  • Provide health and safety leadership and risk management
  • Ensure that systems, data, and reporting frameworks support effective decision-making
  • Build strong internal and external relationships, engage residents, and represent the service across panels, forums, and stakeholder settings
  • Contribute to organisational change and drive digital transformation
  • Lead a team committed to Hackney’s values of inclusion, openness, and ambition

Requirements

  • Senior leadership experience in a complex operational environment
  • Strong understanding of fleet, stock, or complaints management (ideally all three)
  • Proven ability to lead teams through organisational and culture change
  • Excellent analytical and data-driven decision-making skills
  • Strong stakeholder engagement and communication capabilities
  • Experience managing budgets, risk, and performance frameworks
  • A commitment to equality, resident-focused service delivery, and continuous improvement
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