Social Housing Operations Manager in Harrow, Greater London

B2B Commercial & Social Housing Operations Manager

Location: Harrow, London
Salary: £35,000–£45,000 DOE
Job Type: Full-time, Permanent | Office-based

About the Role

We are recruiting for an experienced Operations Manager to join a growing plumbing, heating and building services company in Harrow.

This is a hands-on management position overseeing office-based operations across social housing maintenance contracts and B2B commercial clients.

You will manage teams, coordinate repairs and maintenance services, monitor operational performance and ensure excellent service delivery.

Key Responsibilities

• Manage and support customer service, scheduling and operations teams.

• Oversee reactive repairs, planned maintenance (PPM) and commercial works.

• Monitor engineer schedules, outstanding jobs and follow-on works.

• Ensure housing association SLAs and KPIs are consistently achieved.

• Manage escalated customer complaints and client relationships.

• Oversee quotations, purchase orders, costs, WIP and invoicing.

• Produce operational reports and monitor performance using Excel.

• Improve processes and ensure smooth day-to-day operations.

• Liaise with engineers, contractors, housing associations and commercial clients.

• Participate in an out-of-hours escalation rota.

Requirements

• Previous operations or team management experience within social housing repairs, property maintenance, facilities management or building services.

• Experience managing scheduling, customer service or repairs teams.

• Good understanding of reactive maintenance, PPM and plumbing, heating or M&E services.

• Strong knowledge of SLAs, KPIs and operational performance.

• Excellent communication, leadership and problem-solving skills.

• Commercial awareness, including quotations, costs and budgets.

• Strong Microsoft Excel and reporting skills.

• Full UK driving licence.