Service Delivery Manager

Mears; Caerphilly; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

25 days annual leave

Volunteering Leave

Family friendly policies

Annual Fun Day

Job summary

Celtic Horizons, a partnership between United Welsh Group and Mears Group PLC, is recruiting a Senior Repairs Manager for Caerphilly. The role leads responsive repairs delivery, ensures service standards and customer satisfaction, and drives continuous improvement across teams.

You will manage CIMs, coordinate resources, monitor performance data, and uphold health and safety and contractual obligations while reporting to the Head of Repairs and Voids. A full UK driving licence is required.

Qualifications

• Strong organisational and time-management skills.
• Proven management experience with the ability to motivate, support and develop teams.
• Strong leadership skills with the ability to drive performance and continuous improvement.
• Ability to remain calm under pressure, make effective decisions and resolve issues in a fast-paced environment.
• Full UK driving licence.

Responsibilities

• Oversee the delivery of Responsive Repairs services, ensuring KPIs, service standards and customer expectations are met.
• Lead, support and develop CIMs and their teams, promoting accountability and continuous improvement.
• Manage operational resources, scheduling, workloads, budgets and expenditure to ensure efficient service delivery and value for money.
• Monitor performance data, identify risks and implement improvements to service quality and customer outcomes.
• Ensure compliance with housing legislation, health and safety requirements, safeguarding standards and contractual obligations.
• Oversee quality assurance, inspections, audits and investigations, ensuring issues are addressed promptly.
• Act as an escalation point for complex complaints and service issues, ensuring timely resolutions and improved customer satisfaction.
• Maintain effective relationships with clients, residents, housing officers and external contractors.
• Provide accurate performance reports and recommendations to the Head of Repairs and Voids.
• Support employee relations processes, including performance management, investigations, training and development.
• Promote equality, diversity and inclusion and a positive, collaborative working culture.

Skills

Leadership

Resource management

Team development

KPIs

Job description

Senior Repairs Manager

Annual salary: up to £46,920.20

Location: Caerphilly

Contract: Permanent, Full-time

Salary: £46,920.20 per annum, plus £4,000 car allowance

Hours: Monday to Friday, 40 hours per week, 8:30am-5:00pm

Celtic Horizons is a partnership between United Welsh Group and Mears Group PLC, delivering repairs, maintenance and improvement services to over 6,800 homes across South Wales. The work we do helps keep homes safe, well maintained and in good condition for the people who live in them. Every day our teams are out in the community delivering a range of repairs, maintenance and planned improvement works across local housing.

About the role:

We are seeking an experienced Senior Repairs Manager to lead the effective delivery of our Responsive Repairs and other designated Repairs and Maintenance services.

The successful candidate will provide operational leadership to Continuous Improvement Managers (CIMs) and their teams, ensuring high standards of service delivery, customer satisfaction, compliance and performance. The role will focus on resource management, achieving KPIs, resolving service issues and driving continuous improvement, working closely with the Head of Repairs and Voids to achieve organisational objectives.

Role Responsibilities:

• Oversee the delivery of Responsive Repairs services, ensuring KPIs, service standards, contractual obligations and customer expectations are met.
• Lead, support and develop CIMs and their teams, promoting accountability, effective performance management and continuous improvement.
• Manage operational resources, scheduling, workloads, productivity, budgets and expenditure to ensure efficient service delivery and value for money.
• Monitor performance data, identify risks and implement improvements to service quality, productivity and customer outcomes.
• Ensure compliance with relevant housing legislation, health and safety requirements, safeguarding standards, contractual obligations and organisational policies.
• Oversee quality assurance, inspections, audits and investigations, ensuring issues are addressed promptly.
• Act as an escalation point for complex complaints and service issues, ensuring timely resolutions and improved customer satisfaction.
• Maintain effective relationships with clients, residents, tenants, housing officers, property managers and external contractors.
• Provide accurate performance reports, operational updates and recommendations to the Head of Repairs and Voids.
• Support employee relations processes, including performance management, investigations, training and development.
• Promote equality, diversity and inclusion and a positive, collaborative working culture.

Role Criteria:

• Strong organisational and time-management skills, with the ability to manage competing priorities effectively.
• Proven management experience, with the ability to motivate, support and develop teams.
• Strong leadership skills, with the ability to drive performance, accountability and continuous improvement.
• Ability to remain calm under pressure, make effective decisions and resolve issues in a fast-paced environment.
• Full UK driving licence.

Benefits we can offer you.

• 25 days annual leave plus bank holidays
• Annual Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work!
• Volunteering Leave - Mears supports employees to undertake paid volunteering in the community, in support of our social value commitment.
• Family friendly policies

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.

To drive a Mears vehicle, you must be aged over 21 have held your licence over 3 months and have less than 9 points.

Candidates should be aware that all our roles are subject to relevant Background, Identity & Security checks before commencement of employment.