Senior Repairs Operations Manager

Repairs Senior Operations Manager – West London 
£73,000 - £81,4000 per year
37 Hours per Week
Permanent

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.
Responsibilities

• 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).

This is an excellent opportunity for an experienced property services leader to join a forward-thinking organisation and play a key role in shaping and delivering high-quality repairs services across London.
If you're looking for work but this role isn’t for you, please feel free to get in touch with what you're looking for.

Contact: James Glover at Service Care Solutions on 01772 208967
or james.glover@servicecare.org.uk