Job Details

Senior Repairs Manager

Salary: -60-75K

Location: North West London

We are seeking an experienced and driven Senior Operations Manager to lead the delivery of responsive repairs and gas services within a high-performing housing or property services environment. This is a pivotal leadership role, responsible for ensuring operational excellence, regulatory compliance, and continuous service improvement.

Key Responsibilities:

• Lead the end-to-end management of responsive repairs, including planning and scheduling functions, ensuring efficient and customer-focused service delivery.
• Oversee both Direct Labour Organisation (DLO) teams and external contractors, ensuring high standards of performance, productivity, and accountability.
• Ensure full compliance with all gas safety regulations and relevant legislation, maintaining a strong compliance culture across the organisation.
• Manage and monitor key performance indicators (KPIs), using data-driven insights to identify trends, address underperformance, and drive continuous improvement.
• Provide strategic leadership to managers and operational teams, fostering a culture of high performance, collaboration, and accountability.
• Develop and maintain effective contractor relationships, challenging performance where necessary and ensuring adherence to contractual obligations.
• Lead on service improvement initiatives, proactively identifying risks and implementing solutions to enhance efficiency and customer satisfaction.
• Oversee complex complaints handling, ensuring timely resolution and a customer-centric approach.
• Manage budgets effectively, working collaboratively to deliver value for money and identify cost-saving opportunities.
• Produce clear, insightful performance reports and present findings to senior stakeholders.
• Chair meetings and deliver presentations to a range of audiences, both internal and external.

Key Skills andamp; Experience:

• Extensive experience in managing responsive repairs and gas services within a housing or property services setting.
• Strong knowledge of gas compliance and associated legislation.
• Proven track record in managing both in-house (DLO) and contracted service delivery models.
• Highly analytical, with the ability to interpret performance data and translate insights into actionable improvements.
• Strong leadership capability, with experience managing managers and leading large operational teams.
• Skilled in contract management, performance management, and service optimisation.
• Excellent communication and presentation skills.
• Commercially aware, with experience in budget and productivity management.
• Demonstrated ability to improve processes, enhance service delivery, and achieve measurable outcomes.