Operations Manager - Repairs

About The Role
What you can expect from us

• We offer a competitive salary of £59,800 per annum 
• 32 days annual leave plus bank holidays a total of 40 days paid holiday per annum which is equivalent to 8 weeks.
• Salary Finance - access both short and long terms loans, plus provides access to a savings facility.
• Opportunity to further increase annual leave with service or though the holiday purchase scheme.
• Immediate entry to our Pension scheme (matched contributions up to 10%)
• A great flexible working environment, with a range of family friendly policies
• Health cash plan with financial benefits and the option to extend to your family.
  Cover includes dental, optical, physiotherapy, 24HR private GP access and much more.
• Paid leave for absence including sickness, maternity, paternity, and adoption leave.
• Access of up to £150 annually through the ‘Learning for life’ scheme
• Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme.
• Develop your career with support and access to training and qualifications.

We are seeking an Operations Manager – Housing Repairs to lead the delivery of our housing repairs service across the Merseyside region. This is a key leadership role with responsibility for achieving all contractual commitments and KPIs, embedding a strong first‑time‑fix culture, and ensuring our workforce is well‑resourced, motivated, and fully supported to deliver an excellent customer experience.
Based from our Watson Building (Liverpool) office, the successful candidate will have direct responsibility for over in house trade colleagues operating across Merseyside and Wirral areas. The role involves working closely within our neighbourhood teams across the region, with occasional opportunities for home working. 
Key Responsibilities 
Delivery & Quality 
Manage the day-to-day repairs teams to deliver quality, customer focused services that provides excellent value for money. Supporting the delivery of a plan and the continuous improvements and efficiency of the services provided.  Ensure effective quality control and quality assurance is undertaken on the work carried out.  
Resources 
Effective management of productivity and work planning systems to ensure the robust use of all resources including supply chain.  Successfully manage resources to deliver the agreed KPI’s and operating plan. Lead the teams to identify where improvements can be gained, providing support to all direct reports on any evolving issues within the service. 
Financial & Value for Money 
Ensure key operational and financial targets are achieved in line with the aims of the business.  Support the identification and implementation of new streams of business or operational areas to ensure Onward Repairs offers maximum value for money for Onward Homes. 
Health & Safety 
Ensuring safe methods of working are adopted, all H & S measures are adhered to and that operatives are suitably qualified and trained to the required standard to deliver the work. 
Systems 
Responsible for appropriate systems and controls that support the delivery of projects, continuous improvement and risks are monitored and managed effectively. 
Management, Leadership and Culture Change 
Manage budgets, resources and priorities of the team ensuring effective and efficient use of resources to deliver agreed performance targets and customer satisfaction.  Drive culture change based on the Onward values. 
Partnership Working  
Identify, build and develop an extensive network of internal and external partnerships to ensure that the   interests of the organisation are represented.  Be an ambassador for the organisation and an advocate for our customers
What skills, knowledge, experience and behaviours are we looking for
Essential 

• Experience of the management of a similar construction trade based maintenance business.  
• Proven ability to deliver a quality customer centred repairs service.

• Commercial knowledge and understanding.  

• Ability to effectively manage productivity, and resource/work planning.  

• Ability to manage an effective supply chain.  

• Excellent communication skills (both written and verbal) with a proven ability to influence senior stakeholders and customers. 

• Experience of managing and leading a team operating to a high level of performance at a similar level within a diverse organisation. 

Qualifications 
Essential: 

• (HNC) in Building or Construction Relevant 
• IOSH Health and Safety qualification and/ or experience.  

Desirable  

• BSC Building and Construction or Level 6 
• CIOB, Chartered Surveyor or Equal and Relevant Qualification.  

• Recognised Trade Qualification.  

About The Organisation
About Onward
Onward Repairs is the in‑house repairs and maintenance service for Onward Homes, keeping customers’ homes safe, secure and well maintained. Our skilled teams deliver responsive repairs, planned works and voids services, combining high standards, strong teamwork and a customer‑first approach. We invest in our people and take pride in making a real difference to our communities.
Onward Homes is one of the largest registered providers of social housing in the Northwest, with 35,000 properties across the region.
We believe that everyone deserves a place to call their own, which is why we’re committed to building 500 new homes each year. We do more than just provide a roof over our customers’ heads, we’re here to make a real difference.
In addition to creating positive spaces for our customers we continuously strive to create a positive and progressive workspace to enable our colleagues to achieve their full potential.
We embrace diversity and strive for diverse teams to create an inclusive culture which enables Onward to thrive and be representative of the communities that we serve. We want to ensure that everybody has an opportunity to be part of our recruitment processes and will therefore make reasonable adjustments to accommodate our candidates. Please let us know if there is anything we can do to assist you with our recruitment process via the email address below.
If candidates have any concerns / questions in relation to the role at any stage of the recruitment and selection process they can contact the HR team on HumanResourcesTeam@onward.co.uk and a member of the HR Team will be in touch.
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