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Job DescriptionRepairs 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 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

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