Service Delivery Manager

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

Benefits offered by this job

25 days annual leave

Volunteering Leave

Family friendly policies

Job summary

Celtic Horizons is a partnership between United Welsh Group and Mears Group PLC, delivering repairs and maintenance services across South Wales. We seek an experienced Senior Repairs Manager to lead Responsive Repairs, drive continuous improvement and ensure high service standards.

You will provide operational leadership to CIMs, manage resources and budgets, and maintain strong client and resident relationships while upholding health and safety, quality assurance and performance reporting.

Qualifications

• Proven management experience leading teams.
• Strong leadership and performance improvement skills.
• Full UK driving licence.

Responsibilities

• Oversee the delivery of Responsive Repairs services, ensuring KPIs and customer expectations are met.
• Lead, support and develop CIMs and their teams, promoting accountability and continuous improvement.
• Manage resources, scheduling, workloads, budgets and expenditure to ensure value for money.
• Monitor performance data, identify risks and implement improvements to service quality and outcomes.
• Ensure compliance with housing legislation, health and safety and contractual obligations.

Skills

Management experience

Leadership

Budget management

Health & safety compliance

Driving licence

Job description

Annual salary: up to £46,920.20 Senior Repairs Manager 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 The closing date for applications is Friday 6th November 2026

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.

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all. We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.

We are the people behind the smile! At Mears we look for people who share our vision and values - to make a positive difference to the communities we serve.

We do this by improving homes, improving communities and improving lives.

We are proud of our business and the opportunities we provide to colleagues working across the UK.

Our Values - Customers / Innovation / Teamwork / Responsibility