Housing Repairs Operations Manager (Emergency & Routine)

Mountjoy; Woking; On-site; GBP 42,000 - 64,000; Full time

Job summary

Mountjoy Ltd seeks a conscientious Reactive Repairs Manager with a strong background in housing maintenance to lead emergency, urgent and routine responsive repairs across the Woking Borough. The postholder will supervise Supervisors, directly employed trades and subcontractors to ensure timely delivery and high service standards.

You will work closely with residents and Woking Borough Council, monitoring RAMS, safety compliance and data accuracy in FES, while driving improvements in appointment

Qualifications

• NVQ Level 2 or equivalent in a relevant trade or construction discipline.
• SSSTS Health and Safety or equivalent.
• IOSH Managing Safely or equivalent.

Responsibilities

• Take primary responsibility for the safe, efficient, and timely delivery of emergency, urgent, and routine responsive repairs from initial receipt through allocation, attendance, completion, and closure.
• Manage the daily repairs operation with the Resource Controller, Helpdesk and Supervisors, ensuring work is correctly prioritised, appropriately resourced and delivered within contractual service-level timescales.
• Maintain effective control of work in progress, reviewing emergencies, overdue, approaching target and high-risk orders and taking prompt action to prevent or recover service failures.
• Ensure FES contains accurate and current information, including appointments, operative notes, variations, follow-on works, access attempts, and satisfactory completion evidence.
• Manage the availability, allocation and productivity of directly employed trades and subcontractors, ensuring the correct skills and resources are available to meet routine, seasonal, and peak demand.
• Monitor and improve appointment keeping, first-time completion, productivity, work quality, and customer service, addressing delays, repeat visits, recalls and other performance concerns.
• Maintain effective communication with residents and Woking Borough Council, providing timely updates on appointments, delays, priority cases, operational performance, and recovery actions.
• Ensure Supervisors, operatives and subcontractors work safely and comply with contractual requirements, approved RAMS, permits to work and site-operating procedures; escalated repairs involving significant hazards, vulnerability, disrepair, complaints, or potential Awaab’s Law requirements.
• Line-manage allocated Supervisors and support the recruitment, induction, performance management, coaching and development of employees and subcontractors while promoting a positive health and safety culture.
• Work collaboratively with and provide reciprocal cover for the Planned and Compliance Repairs Manager; participate in the out-of-hours management Rota and deputise for the Contract Manager when required.

Skills

Team leadership

Interpersonal skills

Time management

Health and safety

Microsoft Office

FES knowledge

Problem solving

Communication skills

Education

NVQ Level 2 or equivalent

SSSTS Health and Safety or equivalent

IOSH Managing Safely or equivalent

Job description

Mountjoy Ltd seeks a conscientious Reactive Repairs Manager with a strong background in housing maintenance to lead emergency, urgent and routine responsive repairs across the Woking Borough. The postholder will supervise Supervisors, directly employed trades and subcontractors to ensure timely delivery and high service standards.

You will work closely with residents and Woking Borough Council, monitoring RAMS, safety compliance and data accuracy in FES, while driving improvements in appointment