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.