Responsive Repairs Delivery Lead

Incommunities; Pennsylvania; On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Car allowance

Pension scheme with employer contrib.

28 days annual leave + bank holidays

Training and qualifications support

Wellbeing site access

Employee Assistance Programme

Cycle to work scheme

Gym discounts

Mindful Employer

Job summary

Incommunities in Bradford, United Kingdom is seeking an experienced Responsive Repairs Delivery Lead to oversee a safe, efficient and high-quality repairs service. The role focuses on enabling teams with the right skills and resources while driving service improvements and strong customer satisfaction.

You will lead office and field-based colleagues, manage performance against KPIs and support a three-year service improvement plan.

Qualifications

• Relevant management qualifications (ILM Level 3, HNC/CMI) and health and safety certifications.
• Full driving license and willingness to travel to sites around the district.
• Right to work in the UK; visa sponsorship not available.
• DBS check is required for the successful candidate.

Responsibilities

• Lead the delivery of responsive repairs service, ensuring safety, efficiency and quality.
• Manage office and field-based colleagues to deliver high-quality, value-for-money service.
• Prioritise service improvements based on customer feedback and reduce complaints.
• Maintain momentum towards the long-term vision while addressing basics.
• Lead service transformation and deliver the three-year improvement plan.
• Monitor and report performance against KPIs using data systems.
• Identify, plan and execute improvement plans with reports and analysis.
• Deliver performance reports to Teams and Senior Managers.
• Develop relationships with external stakeholders and customer groups.

Skills

Team leadership

Customer service

Delivery management

People management

Education

ILM Level 3

HNC

CMI

SMSTS Certificate

Job description

We are looking for an experienced Responsive Repairs Delivery Lead to join our team! This is a key role within the organisation, leading and delivering a safe, efficient, and high-quality responsive repairs service, ensuring teams have the skills and resources to meet objectives and maintain high customer satisfaction. You'll bring a strong track record in service improvement, delivery and people management.

This role is predominantly office / site based.

About us

We are a social housing landlord and one of the largest housing providers in the region with over 22,000 social and affordable homes, mainly in the Bradford district. We employ a talented workforce of nearly 1,000 people.

In 2024 we launched our five-year Corporate Strategy, which runs to 2029. Our purpose is to provide high quality homes, services, and support to our customers, so we've worked with colleagues and customers to find out what's important to them. Our customers sit at the heart of what we do, and our colleagues are the people who'll help us achieve our vision, which is to create the best customer experience to improve everyday lives.

Duties include:

• Lead the delivery of responsive repairs service (including out of hours service) ensuring that the service is efficient, effective and safe and the team have the right skills and resources to achieve objectives.
• Positively lead and rigorously manage office and field based colleagues taking responsibility for delivery of high quality, efficient response maintenance services, driving performance to achieve a high-quality value for money service with high levels of customer satisfaction.
• Putting the customer at forefront of what we do by learning from their feedback, prioritising service improvements and resolving and reducing customer complaints.
• Maintain momentum towards an exciting long-term vision, while fixing the basics
• Lead and support service transformation and delivery of the three-year service improvement plan.
• Management and utilisation of data systems to monitor, report and drive performance against response maintenance KPI's.
• Identify, plan, tender, manage and execute improvement plans, including preparation of reports and analysis.
• Prepare and deliver performance reports to Teams and Senior Managers.
• Undertake project work, researching best practice and developing new initiatives to drive and deliver the viability of the business.
• Provide strong motivational leadership consistently delivering high performance levels and maintaining high levels of colleague engagement.
• Develop and manage positive and constructive relationships with external stakeholders and customer groups.

• Strong track record for delivering an excellent customer experience in relation to responsive maintenanceservices.
• Experience of managing and reporting on performance measures and budgets.
• Ability to lead a team in a high challenge environment through continuous improvement and achieve high levels of colleague engagement
• A relevant management qualificationi.e.ILM Level 3, HNC, CMI and an appropriate construction background and SMSTS - Construction Site Managers Safety Certificate, or other relevant Health and SafetyCertificate.
• An understanding and awareness of the housing and social needs of a multicultural society and of the sensitive complex issues that mayarise.
• A knowledge of housing policy, practice and current legislation and how these impact the delivery of a quality housing managementservice.
• A full driving license is required as you will be required to travel to sites and offices around the district.
• Right to Work in the UK - Visa sponsorship is not available.
• A basic DBS (Disclosure and Barring Service) check will be required for the successful candidate as part of the pre-employment process - Criminal Conviction Checks

• Salary of £58,000 per year plus £1,000 car allowance
• Social Housing Pension Scheme with up-to 10% employer contribution
• 28 days annual leave that increases with service plus bank holidays
• Option to buy and sell annual leave
• Training, development, and qualification opportunities
• Our Hub: our wellbeing and benefits site, with exclusive access to discounts and savings (at over 800 retailers)
• Corporate health scheme membership
• Access to an Employee Assistance Programme
• Cycle to work scheme
• Local gym membership discounts.
• A team of trained Mental Health First Aiders who are available for colleagues to contact for support

Join Our Team!

We're looking for great people to join us! AtIncommunities, we're committed to creating a workplace where everyone feels valued, included, and supported. We actively welcome applicants from all backgrounds, abilities, and experiences—because we know thatdiverse perspectives make us stronger.

Based inBradford, a city known for its rich cultural diversity, we servevibrant communities. As a social housing provider, we're passionate about making a real difference by providingsafe, affordable homesandimproving lives.

Our recruitment process is designed tosupport you every step of the way. If you need any adjustments or assistance, just let us know.

We're proud to be aMindful Employer, committed to mental health and wellbeing. We also hold the 'Committed' Menopause Friendly Accreditation, recognising the importance of support in the workplace.

Ready to make an impact?Come work with us!