Repairs Senior Operations Manager

Job Description

Repairs Senior Operations Manager (London) for a large housing provider!

Repairs Senior Operations Manager – Repairs & Maintenance (London) Permanent | Competitive Salary + Benefits | Hybrid Working
Are you a strategic, commercially minded leader with deep experience in repairs, maintenance, and high‑performing operational teams? Do you thrive in a fast‑paced environment where customer satisfaction, efficiency, and service excellence come first? If so, this is an exciting opportunity to play a key role in shaping and delivering a large‑scale repairs service across a diverse housing portfolio.
The Role We are seeking an experienced Repairs Senior Operations Manager to lead the end‑to‑end delivery of a high‑quality Responsive Repairs and Complaints Service across a large London housing portfolio. Managing a multi‑million‑pound annual budget, you will take full ownership of service performance, contract management, operational delivery, and customer outcomes.You will oversee a high-performing team delivering a broad range of property repair services, ensuring they operate with a customer‑first culture and a strong commercial mindset. Alongside this, you will lead on complex complaint resolution, ensuring issues are handled promptly, professionally, and in line with regulatory expectations.This is a hands‑on, influential role offering autonomy, variety, and the opportunity to directly shape service improvements across a major housing provider.
Key Responsibilities

• Lead the operational delivery of responsive repairs and complaints services across London, ensuring high-quality, cost‑efficient performance.
• Manage and forecast a substantial annual budget (c. £4m), working closely with finance colleagues to ensure accurate reconciliation, value for money, and financial control.
• Build and maintain strong relationships with contractors, partners, and internal stakeholders, ensuring contracts are managed effectively and performance consistently improves.
• Act as an escalation point for complex complaints, ensuring timely and customer‑focused resolution.
• Oversee compliance with all statutory and regulatory requirements, including health & safety, housing standards, environmental health notices, and sector best practice.
• Lead, motivate, and develop a high-performing team, promoting a culture of accountability, wellbeing, learning, and continuous improvement.
• Provide strategic planning, reporting, and insight to senior leadership and key governance groups.
• Ensure effective delivery of the out‑of‑hours repairs service, participating in the escalation rota as required.
• Collaborate with external stakeholders including local authorities, community representatives, and other agencies.
• Drive innovation and service improvement, championing new approaches rather than “the way things have always been done.”

About You You will bring strong operational leadership experience within a repair, maintenance, or property services environment, alongside a proven track record of managing large budgets, contractor relationships, and customer‑focused teams.
We’re looking for someone who can demonstrate:

• Experience managing repairs or property services operations at a senior level.
• Strong commercial acumen, with the ability to interpret data, analyse performance, and drive efficiencies.
• Excellent people leadership skills, with the ability to inspire, coach and develop diverse, multi‑disciplinary teams.
• Ability to work collaboratively across departments and build strong stakeholder relationships.
• Experience handling and resolving complex customer complaints.
• A proactive, improvement‑focused mindset with the confidence to challenge existing processes.
• A housing sector qualification (or willingness to work towards one) is advantageous.
• Ability to work hybrid from a London office approximately three days a week, with flexibility based on operational needs.
• A DBS check will be required for this role.

What’s on Offer

• A leadership role with real impact and visibility.
• A supportive environment focused on customer safety, satisfaction, and continuous improvement.
• Opportunities to shape future service delivery and influence strategic direction.
• Competitive salary, benefits, and flexible working arrangements.

How to Apply We are reviewing applications as they come in and may close the advert early if sufficient interest is received. If you are passionate about high‑quality repairs services, operational excellence, and delivering great outcomes for residents, we would love to hear from you. Please get in touch with [email protected] # 4774345