Job Description
Are you a strategic leader with a passion for operational excellence and commercial performance? Do you bring strong experience in repairs and maintenance alongside robust financial oversight? If so, this could be your next move.
Our repairs and maintenance service is expanding, delivering more across our property portfolio as we strive to lead our sector in customer service. We are looking for a Senior Operations Manager to play a pivotal role in ensuring the efficiency, performance and profitability of our response repairs service across London.
You will be accountable for the delivery of a high-quality, customer-focused Response Repairs Service, including oversight of complaint handling. Leading a dedicated and high-performing team, you will ensure services are delivered with a strong commercial mindset while always keeping residents at the heart of decision-making.
This is a role for someone who doesn't accept "the way it's always been done." We want innovation, forward-thinking leadership, and a proactive approach to continuous improvement.
Key Responsibilities
Lead and be accountable for operational delivery of the Response Repairs Service across London.
Drive service excellence, ensuring high-quality outcomes and strong customer satisfaction.
Ensure services are commercially sound, cost-effective and deliver value for money.
Oversee financial forecasting, reconciliation and budget management in partnership with senior leaders and finance colleagues.
Collaborate with internal stakeholders and resident panels to strengthen relationships and service outcomes.
Lead complaint handling processes, ensuring learning and service improvement is embedded.
Foster a culture of performance, accountability and continuous improvement.
Working Arrangements
You will be based in the London office (or main offices) a minimum of three days per week to collaborate closely with colleagues. The remaining two days can be worked flexibly from another office location or from home, depending on operational needs. A flexible and responsive approach is essential.
About the Organisation
We are a large housing provider managing over 58,000 homes and community assets, serving more than 113,000 customers across the South of England.
Our vision is that everyone has the right to a safe, warm, sustainable home in a community where they can belong, grow and thrive.
Over the next decade we are:
Investing significantly in existing homes to improve building safety and energy efficiency.
Delivering thousands of new homes to meet housing demand.
Investing in communities to create opportunity and tackle local challenges.
Strengthening our regional presence to ensure services are visible, accountable and locally connected.
RG Setsquare is acting as an Employment Agency in relation to this vacancy.
