Responsive Works Manager

Oxford City Council; Oxford; On-site; GBP 55,000 - 75,000; Full time

Job summary

Oxford City Council is seeking a strategic and hands-on Responsive Works Manager to lead the HRA responsive repairs service. You will drive performance, oversee contractor delivery, and ensure safety, value for money and resident satisfaction across the housing stock.

You'll shape service improvements, align repairs with regulatory standards such as the Housing Ombudsman Code, and collaborate with customer services, digital teams and residents to modernise delivery and strengthen governance.

Responsibilities

• Lead end-to-end responsive repairs journey from initial contact and triage through to completion and learning from complaints.
• Oversee contractor performance, quality assurance and value for money in delivering responsive repairs across the housing stock.
• Drive service improvements to align with regulatory standards and social housing requirements.
• Collaborate with customer services, housing, digital and data teams, and residents to modernise delivery and strengthen governance.

Job description

Oxford City Council has an exciting opportunity for a Responsive Works Manager to lead the operational management and ongoing development of the Housing Revenue Account (HRA) responsive repairs service.

This role is responsible for ensuring that responsive repairs are delivered in a safe, efficient, resident-focused and value for money way across the Council's housing stock.

The post-holder will play a key role in strengthening the Council's client function, ensuring that repairs delivery is effectively managed, performance is properly scrutinised, and that service standards are clear, measurable and consistently achieved.

Reporting within the HRA Operations service, the successful candidate will lead on improving the end-to-end repairs journey, from first contact and triage through to completion, quality assurance and learning from complaints.

The role will work closely with delivery partners, customer services, housing colleagues, digital and data teams, and residents to modernise service delivery, improve communication, and strengthen operational grip.

You will play a key role in driving forward service improvements, ensuring that responsive repairs are aligned to regulatory expectations, including the Social Housing (Regulation) Act 2023, Awaab's Law, Consumer Standards, and the Housing Ombudsman Complaint Handling Code.

We are seeking a confident and experienced operational leader who can combine performance management, contractor oversight, customer focus, innovation, and continuous improvement to deliver a stronger, more accountable repairs service.

Note: All vacancies close at 23:59 on the stated closing date.