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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