Operations Manager - Repairs/Direct Works

Job Title: Operations Manager - Repairs/Direct Works

Location: Hybrid (Bromley By Bow or The Oasts, Maidstone)
Contract Type: Interim

About the Role:
We are seeking an Operations Manager to lead the delivery of high-quality responsive repairs and maintenance services across a designated region. Reporting to the Head of Direct Services, you will manage a budget of approximately £5 million, oversee a team of over 30 directly employed operatives/technicians, and specialist subcontractors. Your role will ensure services are delivered safely, efficiently, and in line with agreed performance standards.

You will drive operational excellence, value for money, and outstanding customer outcomes while fostering an inclusive, visible, and collaborative culture. Through data-driven decision-making and strong stakeholder engagement, you will ensure repairs services remain resident-focused, compliant, and aligned with organisational values.

Key Responsibilities:

• Oversee end-to-end repairs, voids, and planned major complex works within your region, ensuring adherence to budget and KPIs.
• Reinforce Health & Safety legislation, manage compliance standards (e.g., damp and mould programmes), and track performance and training metrics.
• Act as the primary operational delivery liaison for stakeholders and residents.
• Lead a multi-disciplinary team to ensure repairs are completed safely, on time, and to an exceptional standard.
• Manage and report on KPIs, including emergency response times, appointment rates, first-time fix rates, and post-repair quality audits.
• Lead, mentor, and develop a team of supervisors and direct tradespeople, conducting regular 1-to-1s, toolbox talks, and performance reviews.
• Monitor expenditure against the reactive repairs budget, ensuring cost-effective procurement and efficient resource allocation.
• Act as the lead officer for site safety, ensuring compliance with CDM 2015 regulations, asbestos management, and general H&S legislation.
• Serve as the primary point of contact for local authorities and internal partners, attending progress meetings and addressing escalations.
• Provide expert technical guidance on complex diagnostics, particularly for structural issues, damp and mould, and multi-trade projects.

Requirements:

• Strong people management experience with a commitment to delivering excellence and fostering a collaborative team environment.
• Proven experience as a Repairs Manager or similar role within the Social Housing sector, with evidence of managing workflow between direct labour and subcontracted repairs.
• Experience working for a Tier 1 Maintenance Contractor or large-scale DLO (Direct Labour Organisation) within a Housing Association environment.
• Detailed knowledge of the M3NHF Schedule of Rates v7 and above, including contract management and effectiveness of terms and conditions.
• Strong understanding of building regulations, Housing regulations (e.g., HHSRS, HRBs, Building Safety Act, Awaab’s), NHF Schedule of Rates (SOR), and modern construction methods.
• Ability to demonstrate value for money and use management tools to monitor and review repair demand.

Qualifications & Skills:

• SMSTS
• NVQ Level 6
• ILM Level 5
• Full UK driving licence (mandatory)
• Formal qualifications like CIOB or RICS are highly desirable.
• Social Housing background experience in reactive repairs and planned complex maintenance.

If this sounds suitable for you, or someone you know, please send an updated copy of your CV to Sean Cloherty at Elevate Projects so we can discuss further.