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Job Title: Head of Operations (Responsive Repairs)
Contract Type: Permanent
Salary: £77,775
Working Hours: 35 hours per week, Full Time
Working Pattern: Monday-Friday, Hybrid
Location: London
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter.
The difference you will make as a Head of Operations (Responsive Repairs)
Responsible for leading and managing the Responsive Repairs Service, with direct line management of the Operations Management team to ensure the provision of an effective and efficient repairs service. The role will also be responsible for developing, implementing, and managing an auditable performance matrix to enable the organization to accurately monitor performance across the repair’s delivery model.
The role is senior leadership in nature and will be part of the Repairs and Maintenance senior leadership team. There will be a requirement to work pro-actively and collaboratively with Heads of Service, Planning and Performance, Customer Experience, Compliance and Commercial to ensure continuous improvement is achieved across all workflows and key performance indicators delivered by Riverside Property Services.
The role will be responsible for ensuring all works delivered by the Direct Labour force and subcontractors is to a consistently good standard, representing value for money and excellent customer service.
About You
We are looking for someone who holds a degree in building or surveying, contract management or equivalent and/or extensive experience of working at a senior level within Social Housing Repairs and Maintenance. The Ideal candidate will have knowledge of building construction and common defects in residential housing, and strong experience working with contractors and managing performance against SLAs.
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
* 25 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.
Role Profile
* Manage and oversee a high performing direct labour force and sub-contractor management framework across the directorate by embedding a high-performance culture.
* Ensure the customer experience is central to all activities by adopting a professional manner when communicating with service users, clients, and both internal/external stakeholders.
* Effective line management of the Repairs operations team.
* Provide leadership to the team through effective coaching, mentoring, 121s and team meetings.
* Responsible for ensuring the service complies with all statutory and health and safety regulations.
* Effectively manage and develop the reactive maintenance team.
* Influence decisions to support continuous improvement within the Group.
* Produce and manage the budget for the team.
* Responsible for ensuring team members are inducted and adequately trained.
* Support Senior Manager colleagues to monitor and manage third party contractor performance.
* Produce timely management reports to support service delivery.
* Ensure that there is sufficient capacity within the Repairs operations team.
* Ensure IT systems are operated effectively.
* Ensure repairs are monitored and updated on an ongoing basis.
* Management and oversight of high-profile repairs including complaints and Housing Ombudsman inquiries.
* Work with all line reports and wider team members.
* Ensuring maximum productivity is achieved.
* Effectively manage the use of subcontractors.
* Management of Subcontractors to maximize contract performance against KPI’s.
Post holder will be required to participate in out of hours rota for repairs and maintenance services on a regular basis.
It is a requirement that the role holder holds a current, valid UK driving licence.
Person specification
Essential
* Degree in building or surveying, contract management or equivalent.
* Knowledge of building construction and common defects in residential housing.
* Strong experience working with contractors and managing performance against SLAs.
* Strong understanding of health and safety regulations.
* Management experience of staff and/or teams.
* Good level of IT skills and literacy.
* Highly effective communicator, both oral and written.
* Track record of building effective links with other related departments.
* Detailed knowledge of building services.
* Solution focused and able to grasp technical concepts quickly.
* Experience of managing a significant annual budget.
* Demonstrable track record of managing a maintenance service.
* Strong communication and interpersonal skills.
* Ability to work under pressure and meet deadlines.
* Leadership and people management skills.
* 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.
Desirable
* Ability to design and run a service in line with ‘lean’ principles.
* Experience in managing effective change programmes.
* Knowledge of National Housing Federation Schedule of Rates.
* Experience in the use of IT systems.
* Experience of partnership working.
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