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Senior Repairs Operations Manager

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Service Care Solutions

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Location:
United Kingdom , London

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Category:
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Contract Type:
Not provided

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Salary:

73000.00 - 81400.00 GBP / Year
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Job Description:

Repairs Senior Operations Manager – West London. Overview of the Role Service Care Solutions are working in partnership with a leading Housing Association to recruit a Repairs Senior Operations Manager to lead the delivery of a high-quality Responsive Repairs service across their London housing stock. This is a senior leadership role with full accountability for a circa £4m budget portfolio, overseeing operational performance, contract management, complaint resolution and statutory compliance within a customer-focused Homecare function. You will play a pivotal role in embedding service excellence, driving performance improvement, strengthening contractor partnerships, and ensuring regulatory compliance across the Responsive Repairs service.

Job Responsibility:

  • Full accountability for the delivery of Responsive Repairs across the London region, ensuring operational KPIs, TSMs and customer satisfaction targets are achieved and exceeded
  • Management and reconciliation of a circa £4m annual budget, working closely with Finance Business Partners and senior directors
  • Lead, develop and inspire a high-performing operational team, embedding a strong customer-first culture
  • Oversee departmental complaint handling, acting as escalation point for complex cases and ensuring timely resolution
  • Ensure compliance with all statutory and regulatory requirements including H&S legislation, Regulator of Social Housing standards and Housing Ombudsman requirements
  • Drive effective contract and performance management of partnering contractors, consultants and third-party providers
  • Lead the client-side management of partnering contractors, strengthening collaboration and continuous improvement
  • Ensure Environmental Health Notices are managed promptly, liaising with Local Authorities where required
  • Oversee out-of-hours service provision (rota participation required)
  • Produce detailed performance reports for SLT and key stakeholders
  • Contribute to service charge setting, maintenance contract reviews and communal repairs budget planning
  • Act as a key member of the organisation’s emergency and incident response team
  • Lead on strategic planning, service reviews, policy development and corporate projects
  • Build and maintain strong relationships with Local Authorities, MPs, councillors, emergency services and resident panels

Requirements:

  • Proven experience in a senior operational leadership role within Social Housing property services or responsive repairs
  • Strong commercial and operational experience managing third-party contractors in a property services environment
  • Demonstrable experience managing significant budgets and delivering value for money
  • Health & Safety qualification (IOSH Managing Safely or NEBOSH Construction Certificate)
  • Strong working knowledge of housing compliance, regulatory frameworks and statutory obligations
  • Experience using repairs management systems, workforce planning and job management software
  • Strong analytical and problem-solving capability with a continuous improvement mindset
  • Ability to build strong stakeholder relationships across multiple directorates and external partners
  • Housing qualification (CIH Level 5 or equivalent) or willingness to work towards
  • DBS check required (Basic level – funded by employer)

Additional Information:

Job Posted:
March 04, 2026

Expiration:
March 28, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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