Operations Manager

City, London
Skilled Careers

A Tier One Social Housing Contractor of ours are looking for a vastly experienced Operations Manager.

JD Below:

“As a Reactive Maintenance Operations Manager within the social housing sector, you will play a pivotal role in overseeing and managing the reactive maintenance operations for a portfolio of social housing properties. Your primary focus will be on ensuring swift and effective response to maintenance issues reported by tenants while maintaining high standards of service delivery and customer satisfaction.

Key Responsibilities:

1. Operations Management:

   • Lead and manage a team of reactive maintenance staff, including tradespeople, technicians, and support personnel.
   • Plan, organise, and prioritise reactive maintenance activities to ensure timely response and resolution of reported issues.
   • Develop and implement operational procedures, workflows, and performance standards to optimise service delivery and resource utilisation.

2. Tenant Relations:

   • Act as a primary point of contact for tenants reporting maintenance issues, ensuring prompt acknowledgement, and resolution of concerns.
   • Foster positive relationships with tenants through effective communication, empathy, and proactive engagement initiatives.
   • Conduct regular tenant satisfaction surveys and feedback sessions to identify areas for improvement and enhance service quality.

3. Contractor Management:

   • Liaise with external contractors and service providers to coordinate and facilitate the delivery of reactive maintenance services.
   • Negotiate contracts, service level agreements, and pricing terms with contractors to ensure value for money and adherence to quality standards.
   • Monitor contractor performance, conduct performance reviews, and implement corrective actions as necessary to address issues or deficiencies.

4. Quality Assurance:

   • Implement quality assurance processes and standards to ensure that reactive maintenance work meets regulatory requirements, industry best practices, and organisational policies.
   • Conduct regular inspections and audits to assess the quality of workmanship, compliance with safety protocols, and adherence to service level agreements.
   • Document and report on performance metrics, including response times, resolution rates, and customer satisfaction scores, to track performance and identify areas for improvement.

5. Resource Allocation and Budget Management:

   • Allocate resources, including manpower, materials, and equipment, to support reactive maintenance operations and meet service delivery targets.
   • Assist in the development and monitoring of budgets for reactive maintenance activities, ensuring that expenditure is managed within approved limits and in line with organisational objectives.
   • Identify cost-saving opportunities, implement efficiency measures, and optimise resource allocation to achieve operational excellence and financial sustainability.

Qualifications and Skills:

• Bachelor’s degree in facilities management, engineering, business administration, or a related field.
• Proven experience in operations management, preferably within the social housing, property management, or facilities management sector.
• Strong leadership skills, with the ability to motivate and inspire teams to achieve performance targets and deliver exceptional customer service.
• Excellent communication and interpersonal skills, with the ability to engage with diverse stakeholders, including tenants, contractors, and internal staff.
• Sound knowledge of building maintenance practices, health and safety regulations, and compliance standards.
• Proficiency in using computerised maintenance management systems (CMMS), Microsoft Office Suite, and other relevant software applications.
• Certification in facilities management (e.g., CFM), project management (e.g., PMP), or relevant industry qualifications are advantageous.

Conclusion:

The role of Reactive Maintenance Operations Manager within social housing presents an exciting opportunity to lead a dynamic team and drive operational excellence in delivering responsive and high-quality maintenance services to tenants. If you are a strategic thinker, results-oriented leader, and passionate about making a positive impact in the community, we encourage you to apply for this challenging and rewarding position.”