Mechanical & Electrical Operations Manager
Onward Homes
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Benefits offered by this job
Job summary
Onward Homes is seeking a capable senior leader to deliver a compliant Gas and Electrical service across East/West regions. You will lead DLO teams, ensure high quality customer service, and collaborate across the business for efficient delivery and reporting.
The role requires strong H&S knowledge, budget management, and experience with repairs, maintenance, and regulatory compliance. Onward offers a supportive, flexible environment with progressive policies and benefits.
Qualifications
- Proven ability to lead operational teams delivering high performance and customer excellence.
- Experience managing repairs, maintenance, compliance and construction-related services.
- Skilled in overseeing directly employed operatives and contractors for service delivery.
- Strong track record in statutory compliance programmes within regulated environments.
- Budget management and achievement of operational targets.
- Ability to analyse performance data and drive continuous improvement.
- Sound knowledge of Health & Safety legislation and compliance risk management (Gas Safe/NICEIC).
- Proficient with MS Office and performance systems.
Responsibilities
- Deliver a compliant Gas and Electrical service across designated regions.
- Lead DLO teams to ensure high-quality customer service and efficient delivery.
- Support planning and neighbourhood colleagues on repairs and maintenance.
- Embed performance development and reporting to senior leadership.
- Drive improvements using analytics and performance data to identify trends.
- Ensure excellent customer service in responsive and void repairs.
- Identify trends to align neighbourhood plans with asset management needs.
Skills
Education
Job description
About The Role
- We offer a competitive salary of £59800 per annum.
- 32 days annual leave plus bank holidays a total of 40 days paid holiday per annum which is equivalent to 8 weeks.
- Stream - access both short and long terms loans, plus provides access to a savings facility.
- Opportunity to further increase annual leave with service or though the holiday purchase scheme.
- Immediate entry to our Pension scheme (matched contributions up to 10%).
- A great flexible working environment, with a range of family friendly policies.
- Simply Health cash plan with financial benefits and the option to extend to your family.
Cover includes dental, optical, physiotherapy, 24HR private GP access and much more. - Paid leave for absence including sickness, maternity, paternity, and adoption leave.
- Access of up to £150 annually through the ‘Learning for life’ scheme.
- Access to a wide range of discounts and cash back offers, ranging from retail and automotive to holidays and cycle to work scheme.
- Develop your career with support and access to training and qualifications.
The purpose of the role is to be responsible for delivering a compliant Gas and Electrical service across the designated East or West operational region, including servicing, repairs, testing, and installations. Lead DLO teams to provide a high-quality customer service, working collaboratively across the business to ensure efficient service delivery and effective performance reporting.
- Responsible for the H&S of colleagues, ensure safe methods of working are adopted, all H & S measures are adhered to and that operatives are suitably qualified and trained to the required standard to deliver the work.
- Comply with all current Gas and Electrical regulations and best practice.
- To provide subject matter expertise to Planning and support/neighbourhood colleagues on repairs andmaintenance issues to ensure a joined-up service to customers.
- Embed a robust Performance development framework that can evidence performance against all targets and forms the basis of performance reporting to our senior leadership team.
- Drive continuous improvement across the service using analytics/insight and performance data and identify trends/issues to allow early identification and escalation.
- Be accountable for all aspects of customer service in delivery of Responsive repairs and voids repairs in order to deliver excellent customer service.
- Identify trends in customer behaviour, repairs performance and property repairs issues to ensure that neighbourhood plans and our strategic asset management approach reflect the needs and requirements of customers and the business in relation to property issues.
- Listen to customers, develop good working relationships and provide opportunities for customers to become involved and influence service provision and scrutinise performance at neighbourhood level.
- Resolve complaints and manage high risk cases in line with Policies.
- Manage the budgets, resources and priorities of the team ensuring effective and efficient use of resources to deliver agreed performance targets and customer satisfaction.
- Drive culture change across our values
- Proven ability to lead operational teams, delivering high levels of performance, service excellence, and customer satisfaction.
- Extensive experience managing repairs, maintenance, compliance, and construction-related services.
- Skilled in overseeing directly employed operatives and specialist contractors to ensure effective service delivery.
- Demonstrated success in delivering statutory compliance programmes within highly regulated environments.
- Strong track record of managing budgets and consistently achieving operational and performance objectives.
- Experienced in analysing complex performance data and leveraging insights to drive continuous service improvement.
- Sound knowledge of Health & Safety legislation and a proven ability to identify, manage, and mitigate compliance risks, including Gas Safe legislation certificate and NICEIC
- Proficient in the use of Microsoft Office applications and performance management systems, with strong overall IT capability.
- Educated to A-Level standard or equivalent qualification and experience.
- HNC/HND, Level 4 qualification or equivalent experience in construction, building services, engineering, property maintenance or a related discipline.
- IOSH Managing Safely qualification or equivalent experience.
- Demonstrable knowledge of gas and/or electrical compliance legislation and industry standards.
- Recognised Gas, Electrical or Construction Trade Qualification.
- Degree or higher qualification in a relevant discipline.
- CIOB, CABE, RICS or other relevant professional membership.
- NEBOSH or higher-level Health & Safety qualification
Onward Repairs is the in‑house repairs and maintenance service for Onward Homes, keeping customers’ homes safe, secure and well maintained. Our skilled teams deliver responsive repairs, planned works and voids services, combining high standards, strong teamwork and a customer‑first approach. We invest in our people and take pride in making a real difference to our communities.
Onward Homes is one of the largest registered providers of social housing in the Northwest, with 35,000 properties across the region.
We believe that everyone deserves a place to call their own, which is why we’re committed to building 500 new homes each year. We do more than just provide a roof over our customers’ heads, we’re here to make a real difference.
In addition to creating positive spaces for our customers we continuously strive to create a positive and progressive workspace to enable our colleagues to achieve their full potential.
We embrace diversity and strive for diverse teams to create an inclusive culture which enables Onward to thrive and be representative of the communities that we serve. We want to ensure that everybody has an opportunity to be part of our recruitment processes and will therefore make reasonable adjustments to accommodate our candidates. Please let us know if there is anything we can do to assist you with our recruitment process via the email address below.
At Onward Homes, your application will be reviewed by a human who carefully considers your CV, skills, knowledge and experience as part of our recruitment process. We do not use AI to make hiring decisions.
If candidates have any concerns / questions in relation to the role at any stage of the recruitment and selection process theycan contact the HR team on HumanResourcesTeam@onward.co.uk and a member of the HR Team will be in touch.
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