Operations Manager

We are seeking an experienced Operations Manager to oversee local Social Housing Repairs & Maintenance contracts, ensuring the business operates on sound operational and commercial principles. This pivotal role will drive a high-performing culture, foster professional client relationships, and embed a customer-focused ethos across the team. You will provide clear leadership, mentoring, and motivation to the branch team, setting strategic targets and objectives and leading by example. Key responsibilities include developing sustainable client and stakeholder relationships, ensuring exceptional customer engagement, and maintaining compliance with health and safety regulations. You will manage performance against P&L targets, monitor KPIs, and uphold governance and risk management processes. Proficiency in business systems such as MSP, Dashboards, Workday, and compliance plans is essential. You will also embed company values and procedures through monthly Branch/Contract meetings, annual appraisals and annual staff surveys. If you are passionate about delivering efficient, high quality and high performing services, we would love to hear from you.

Essential Criteria:

Demonstrable strong understanding of the principles of contract/project management.
Experience of effectively leading and managing a team of Technical/Trades/Administrative staff
Ability to effectively manage, support and resolve personnel issues
Ability to work productively in a pressurised environment, acting decisively when faced with urgent issues while consistently maintaining a high level of service at all times
Having a genuine understanding of industry and service delivery to a range of clients
IT literate utilising Microsoft packages
Experience of managing in a Social Housing repairs and maintenance role
Experience of financial and commercial forecasting to include budgeting
Experience of working towards social value targets
Experience of developing sustainable client and stakeholder relationships
A proven track record in achieving, monitoring and managing performance targets
Excellent communication skills and the ability to influence and challenge internally and externally
Strong organisational skills and the ability to prioritise workloads to achieve targets
Ability to proactively manage and analyse data
Management of complaints which are promptly resolved and dealt with appropriately
Detailed and up to date knowledge of health and safety practices
UK full current driving licence

Preferred Criteria:

SMSTS qualification
HNC/HND Building Studies qualification or equivalent demonstrated experience
A level 4/5 qualification in Leadership & Management or a willingness to work towards this if required

Benefits:

25 days annual leave plus bank holidays
Annual Fun Day – a company-wide celebration of your hard work
Volunteering leave to support community initiatives
Rewards – discounts on groceries, holidays, eye tests, and more
Family-friendly policies and support