Operations Manager - Repairs and Maintenance

Job Description

Job Title: Operations Manager - Repairs and MaintenanceContract Type: PermanentSalary: £59,285.57 per annumWorking Hours: 35 Hours per weekWorking Pattern: Monday - Friday - Hybrid Location: Camden, LondonIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as an Operations Manager - Repairs and Maintenance
Responsible for the day-to-day management of service delivery and workstream operations across the RPS South Business area to ensure the efficient and effective maintenance of Riverside Group empty homes, across a housing stock or circa 26,000.  The role involves ensuring teams operate to Riverside defined standards and deliver best in class customer service whilst satisfying all safety, quality and cost control standards relating to budget, profitability and resource deployment and full empty home compliance obligations. The role will support the senior management team on the delivery of high standard statutory and non statutory repairs and maintenance activities within Riverside empty homes.   

About you
We are looking for someone with:
•    Building/Surveying related degree or equivalent trade qualification/ experience 
•    Experienced people manager in front line roles
•    Full Driving Licence 
•    Excellent planning, communication and stakeholder management skills

Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
•    Competitive pay & generous pension 
•    28 days holidays plus bank holidays
•    Flexible working options available
•    Investment in your learning, personal development and technology
•    A wide range of benefits

Diversity and Inclusion at Riverside: 
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.  Applications may close before the deadline, so please apply early to be considered

Role Profile
•    Manage and monitor all work undertaken in our reactive works streams across Riverside Property Services, South to all tenures, including general needs, Care & Support, Market Rented properties and any other tenures as required. Undertaking pre and post inspection of void properties and undertaking repairs and ensuring all compliance requirements are met.  Managing a team of first line managers, technical staff and administrative staff, subcontractors and trade operatives (DLO).
•    Monitor progress and completion of works by the Direct Labour Organisation (DLO) and subcontractors within requirements of the service and to the standard of performance, customer service and Health and Safety procedures and compliance requirements.
•    Work closely with the Senior Management team and be operationally and commercially accountable for area of operations 
•    Lead and efficiently communicate to a wide range of stakeholders, including but not limited to, residents, Councillors, consultants, colleagues, team members and Trade Union representatives.
•    Set clear targets and objectives consistent with business expectations to meet service needs and standards, in connection with void repair timescales, lettable standards for example.
•    Assist in the control the costs of such items as operative hours, equipment, vehicles, stock and tools, thus minimising wastage and avoidable expenditure.
•    Assist in the preparation of company and contractual documentation in readiness for invoicing to the client thus contribution consistent cash flow
•    Gain appropriate sign off for expenditure, including the identification of properties for disposal and for extensive refurbishment.  Identify cost effective service delivery options to reduce cost.
•    Management of all aspects of repairs and commercial delivery and contractual performance in line with contractual commitments, and agreed company & client protocols, time frames, budget & cash flow.
•    Ensure compliancy and adherence to, but not limited to, health & safety regulations, statutory compliance, Riverside standard operating procedures & values, quality assurance accreditations. Demonstrate, maintain and monitor the company’s commitment to best practice with legislation, codes of practice & good working practices relevant to all work activities.
•    Management of direct labour resources and supply chain, identifying opportunities to increase productivity and demonstrate savings, working with the group Procurement Team to maximise the benefit of national procurement agreements and new innovation.
•    Adherence to and completion of company & client reporting protocols within required timescales.
•    Cultivate a positive, customer focused culture that is instilled and promoted across all work. Ensure this is actively demonstrated by staff in a professional approach to communicating with all stakeholders, through appearance of sites, company ID, condition of vehicles and the maintenance of high health & safety standards. 
•    Ensure attainment of high levels of satisfaction with performance delivery and that contractual KPI targets are achieved in accordance with agreed standard operating procedures.
•    Manage employees’ performance, coach and develop individual in their roles. Protect all company assets supplied, ensuring applicable HR Policies & Procedures are followed, with assets maintained in a good condition, as per company protocols and report/s made to Manager where damages occur.
•    Cultivate a strong working relationship with Riverside representatives, Sub contractors, service users and local communities, managing client expectation, attending meetings where required, and assisting in business development activities and the preparation of bids.
•    Undertake any other duties required by the company, provide back up to other Managers to cover any absences and attend formal and informal company & client meetings as required.
•    Carry out all tasks related to People Management, including but not limited to, conduct one to ones identifying and implementing any training and development needs, annual appraisals/goal setting and end of year performance reviews along with management of sickness and work attendance.
•    Ensure that all workloads, operative performance and costs are managed. Monitor performance of all Operatives and subcontractors and take appropriate action in cases of under performance, working closely with the Commercial and Contract management teams
•    Foster good relationships with incoming and outgoing residents, addressing any concerns or complaints in a timely and professional manner
•    Collaborate with the management team to develop maintenance strategies, budgets and schedules relevant to workstream as required.
•    Ensure that all Health and Safety requirements are followed, conducting risk assessments as necessary.

Post holders will be required to participate in out of hours Rota for repairs and maintenance services on a regular basis.
 

Person specificationKnowledge, Skills and ExperienceEssential
•    Proven experience in managing a direct labour force and subcontractors coordinating repairs and maintenance in a social housing or property management environment, in accordance with relevant workstream
•    Knowledge of building construction and maintenance,
•    Extensive experience in managing an effective and efficient void repairs service
•    Experience working with contractors and managing performance against SLAs.
•    Strong understanding of health and safety regulations
•    Excellent organizational and time-management skills, with the ability to manage multiple projects simultaneously.
•    Strong communication and interpersonal skills, with the ability to liaise effectively with internal teams, contractors, and tenants.
•    Ability to work under pressure and meet deadlines while maintaining high standards of quality and compliance.
•    Understanding and application of HHSRS
•    Ability to solve problems effectively and efficiently
•    Leadership and people management skills.
•    Ability to write clear and concise reports
•    Attention to detail and a commitment to high quality work.
•    Strong negotiation skills for managing contractors and resources.
•    A proactive approach with a focus on continuous improvement.
•    Full Driving licence 

Desirable
•    Health and safety certification (e.g., NEBOSH, IOSH) 
•    Willingness to participate in ongoing training and professional development