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Vox Consultants Logo Vox Consultants · Public Sector

Senior Repairs Operations Manager

United Kingdom, London 73000.00 - 81400.00 GBP / Year · Job Posted March 05, 2026
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Job Description

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.

Job Responsibility

  • 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
  • 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
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