Commercial and Performance Manager - Voids and Lettings

Midland Heart Ltd; Birmingham; Hybrid; GBP 52,000 - 70,000; Full time

Job summary

Midland Heart is seeking an experienced Commercial & Performance Manager to drive improvements across Voids and Lettings. You will balance commercial awareness with operational credibility, analyzing data, challenging contractors and strengthening governance to deliver better tenant outcomes.

You will lead the service performance framework and coordinate improvement plans with operational colleagues, ensuring measurable benefits and robust financial governance.

Qualifications

• Managerial experience in a voids or repairs function within a complex operational environment.
• Strong commercial acumen with experience managing contractor/supplier performance against KPIs.
• Financial governance skills including budget monitoring and forecasting.
• Ability to interpret performance data and translate insight into improvements.
• Influencing and stakeholder management at all levels.

Responsibilities

• Lead the service performance framework for Voids and Lettings, overseeing delivery, financial performance and customer outcomes.
• Drive value for money through repairs and property-related contracts and governance.
• Provide robust financial governance via budget monitoring, forecasting and performance assurance.
• Analyse performance data to identify trends, risks and improvement opportunities.
• Coordinate end-to-end improvement plans with measurable benefits.
• Produce high-quality performance reports and insights for strategic decisions.
• Collaborate with operational teams to coach and influence without direct line management responsibility.
• Build relationships with internal stakeholders and external contractors to foster accountability.

Skills

Voids/Repairs management

Commercial acumen

Financial governance

Performance analysis

Stakeholder influence

Improvement planning

Contract/supplier management

Collaboration

Education

Qualification in contract management/procurement/housing or property services

Job description

We're looking for an experienced Commercial & Performance Manager to help drive improved performance across our Voids and Lettings service.

This is a role for someone who combines strong commercial awareness with operational credibility. You will be equally comfortable analysing performance data, challenging contractors, strengthening financial governance and influencing senior operational colleagues to achieve better outcomes.

Rather than managing the day-to-day operations, you will lead the framework that measures, monitors and improves service performance. Working alongside operational managers, you will provide the insight, challenge and coordination needed to drive continuous improvement across the service.

What you'll be doing:

You will be the driving force behind how we measure success, improve performance and ensure our contractors, finances and operations deliver the best possible outcomes for tenants.

You will:

• Lead the service performance framework, ensuring clear oversight of operational delivery, financial performance and customer outcomes.
• Drive commercial performance and value for money by managing repairs and property-related contracts and contractor performance against contractual obligations, service specifications and governance requirements.
• Provide robust financial governance through budget monitoring, forecasting and performance assurance.
• Analyse performance data to identify trends, risks and opportunities for service improvement.
• Coordinate end-to-end improvement plans, ensuring actions are delivered and measurable benefits are realised.
• Produce high-quality performance reports and insight to support strategic decision-making.
• Work collaboratively with operational teams to coach, influence and constructively challenge colleagues, supporting improved performance without direct line management responsibility.
• Build strong relationships with internal stakeholders and external contractors, to create a culture of accountability and continuous improvement.

About you:

You will bring a blend of commercial, operational and analytical experience, combined with the credibility to influence colleagues at all levels. You will have:

• Demonstrable managerial experience within a voids or repairs function, with a track record of improving performance within a complex operational environment.
• Strong commercial acumen and experience managing repairs or property related contractor or supplier performance against contractual obligations, KPIs and quality standards.
• Sound financial management skills, including budget monitoring, forecasting and delivering value for money.
• The ability to interpret complex performance data and translate insight into practical, measurable improvements.
• Excellent influencing and stakeholder management skills, with the confidence to constructively challenge, coach and support others.
• Experience developing and delivering improvement or recovery plans that achieve measurable results.
• A collaborative approach and the credibility to work alongside operational leaders to improve services and outcomes for tenants.
• A relevant qualification, or equivalent professional experience, in contract management, procurement, housing, construction or property services.

Why join us?

This is an opportunity to make a real impact in a high-profile service area. You will join a team that values collaboration, professionalism and constructive challenge, with the opportunity to shape how performance and continuous improvement are delivered across Voids and Lettings. If you can combine operational understanding with commercial rigour, build trusted relationships and turn performance insight into meaningful improvement, we'd love to hear from you.

Who are Midland Heart?

We're one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.

We are proud to be named in the Sunday Times Best Places to Work list, within the Big Organisations category (The Times).

Interested?

The closing date is 30th September 2026 however we encourage you to apply early as we will regularly review applications during the campaign, and may arrange first stage interviews before the closing date.

We're proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need to be successful in this role.