Housing Repairs Operations Manager
£55,542.00 - £70,452.00
Are you an experienced and motivated leader with extensive experience in Repairs and Maintenance? Are you ready to join our team and drive excellence in all aspects of our responsive repairs service? Following the Council's Regulator of Social Housing's C1 rating, we have an exciting opportunity for the right person to make a major contribution to ensuring our continued drive to improve service delivery for the benefit of the Council's residents continues at pace.
As the ERD Operations Manager you will:
Leadership of the in -house, Direct Labour Organisation (DLO) repairs service (with turnover of approximately £5 million per annum) ensuring customer service excellence and achievement of performance KPI targets. Ensure that the requirement to provide a 24/7 service is effectively discharged including the necessary back up emergency support that may be needed to staff outside normal working hours.
Provide leadership, support and motivation to staff in the DLO ensuring that all staff are recruited, trained, managed, appraised and developed effectively in accordance with Enfield Council policies and procedures.
Provide operational leadership to the DLO under, designing operational plans to translate the strategic objectives set by the head of department into tangible operational outcomes and service improvement.
Supports the delivery of commercial objectives as defined by the Head of Repairs and Estates in the line with ERD business plan requirements.
Formulate repairs policy and guidance notes based on legislative, budget and customer demand.
Embed a customer focused approach to continuous service improvement and respond creatively to the needs and aspirations of residents. Promote and encourage resident involvement. Review customer feedback and complaints regularly and use these to improve the service.
Work collaboratively with the Estates Services - Operations Manager and the Repairs, Customer Services, Planning and Feedback Manager to ensure a smooth end to end customer journey for users of the repairs service.
Ensure the Health and Safety culture is embodied in the service. Responsible for complying with CDM 2015 and H&S at works act 1974. and any other relevant legislation.
Manage the team to ensure that complex repairs are coordinated and completed with minimum disruption to the residents.
Carry out and co -ordinate all financial, administrative, performance management, quality assurance and recording tasks in relation to this role and maintain detailed, accurate records of all activities in accordance with legislation and policies and procedures
Ensure that legislation is complied with in respect of building regulations and statutory obligations
Why Join Us?
• Take charge of improving our services, identifying and mitigating budget risks, setting performance standards, and challenging performance shortfalls with pace and efficiency.
• Drive Service Improvements: Implement service improvement plans to enhance the quality of our responsive repairs and project delivery, creating a lasting impact on our residents' lives.
Requirements
Desired Skills and Experience:
• Ability to engage, coach and motivate teams and set clear targets and expectations
• Demonstrable experience of leading and managing technical staff
• Experience of managing and controlling Mechanical and Electrical programmes and delivering successful outcomes
• Significant experience managing high value responsive repairs contracts, responsible for commercial and service quality objectives
• Experience in designing and implementing sustainable change and improvement programmes aimed at trade -based operatives that drive engagement and empowerment
• Knowledge of relevant legislation and regulations pertaining to landlord asset activities.
• Passion for driving excellence in performance and delivering outstanding results.
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