Operations Manager - Repairs

Operations Manager – Repairs
Location: Hemel Hempstead
Sector: Social Housing Repairs & Maintenance
Are you an experienced Contracts or Operations Manager with a proven track record of delivering high-performing reactive repairs services within the social housing sector?
Our client is a well-established national contractor specialising in repairs, maintenance, and refurbishment works across the UK. With a strong reputation built over the last 15 years, they are recognised for delivering exceptional service to housing associations and local authority clients nationwide.
Due to continued growth, they are seeking a Operations / Contracts Manager to lead the delivery of a reactive repairs contract, ensuring excellent customer service, operational efficiency, commercial success, and contractual compliance. This is a pivotal role that combines client relationship management, team leadership, and contract performance oversight.
The Role
As Operations Manager, you will take full responsibility for the successful delivery of a reactive maintenance contract, managing both office-based operational teams and field-based operatives. You will work closely with clients, ensuring service standards are consistently met while driving continuous improvement and profitability.
Key Responsibilities
* Develop and maintain strong relationships with housing association and local authority clients, acting as the primary point of contact.
* Lead the delivery of reactive repairs services, ensuring all contractual obligations, KPIs, and performance targets are achieved.
* Manage and support operational teams including planners, schedulers, supervisors, and administrative staff.
* Oversee workforce planning and resource allocation to maximise productivity and service delivery.
* Drive performance across field-based operatives, focusing on quality, customer satisfaction, productivity, and first-time fix rates.
* Act as the escalation point for operational issues, implementing effective and timely solutions.
* Promote strong collaboration between office teams and the mobile workforce to ensure seamless customer service.
* Monitor operational and commercial performance, identifying trends, risks, and opportunities for improvement.
* Produce and present performance reports to senior leadership teams and client stakeholders.
* Deliver continuous improvement initiatives to enhance service quality and contract efficiency.
* Manage contract budgets, cost control, forecasting, and profitability.
About You
To be successful in this role, you will demonstrate:
* Previous experience as a Contracts Manager, Operations Manager, or similar leadership position within social housing maintenance, repairs, property services, or planned works.
* Proven experience managing reactive repairs contracts within a KPI-driven environment.
* Strong leadership skills with experience managing planners, schedulers, supervisors, and directly employed operatives or subcontractors.
* Excellent client-facing and stakeholder management abilities.
* Commercial awareness with experience managing budgets, forecasts, and contract profitability.
* Strong analytical and problem-solving skills with the ability to use performance data to improve outcomes.
* Outstanding communication skills and the ability to influence stakeholders at all levels.
* A proactive, organised, and customer-focused approach with the ability to perform effectively within a fast-paced environment.
What's On Offer
* Opportunity to join a respected and growing national contractor.
* Key leadership role with significant influence over contract performance.
* Long-term career development and progression opportunities.
* Competitive salary and benefits package