Reactive Repairs Manager

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 provides maintenance and repair services to residential properties across the Woking Borough area. The workstreams include emergency, urgent and routine responsive repairs, planned works and other maintenance activities instructed by the client.

We are seeking a conscientious, enthusiastic and experienced Reactive Repairs Manager with a positive, solutions-focused approach. Applicants must have a strong background in housing maintenance and repairs, with experience as a supervisor or manager. The postholder must always maintain a professional appearance and attitude and act politely and courteously. All contract employees are required to pass a Disclosure and Barring Service (DBS) check.

KEY 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.

This is not an exhaustive list of duties. Above all, the postholder must be flexible and contribute fully within their capabilities to enable Mountjoy to achieve its contractual and organisational objectives.

SKILLS REQUIRED

• Able to support, coach and motivate a team.
• Possess strong interpersonal skills and communicate professionally at all levels, with the confidence to challenge and be challenged.
• Have an organised approach to work, case management, and time management.
• Able to apply a practical, solutions-focused approach to health and safety.
• Able to use Microsoft Office software and Mountjoy’s job management system, including accurate use of FES and performance trackers.
• Able to record and analyse information, identify trends and address recurrent issues.
• Be a collaborative team player who shares experience and learning.
• Able to work effectively under pressure and deliver work to statutory, contractual, and locally agreed timescales.
• Proactive in identifying and addressing personal development needs.
• Self-managing and self-motivated, with sound prioritisation, judgement, and problem‑solving skills.
• Have sound knowledge of materials, methods and technical standards used in the housing maintenance and construction industry.

QUALIFICATIONS REQUIRED

• NVQ Level 2 or equivalent in a relevant trade or construction discipline (Essential)
• SSSTS Health and Safety or equivalent (Desirable)
• IOSH Managing Safely or equivalent (Essential)

EXPERIENCE

• 2+ years’ experience supervising housing maintenance repairs, planned works or project works (Essential)
• 3+ years’ line-management experience (Essential)
• 5+ years’ relevant trade or housing maintenance experience (Desirable)