Job Title: Operations Manager (Responsive Repairs)
Contract type: Permanent
Working hours: 39 hours per week
About the Role
We’re looking for an experienced and driven Operations Manager (Responsive Repairs) to lead the delivery of high-quality, customer-focused maintenance services across our housing portfolio.
This is a pivotal role where you’ll manage a team of skilled tradespeople, ensuring responsive repairs are delivered efficiently, safely, and right first time. You’ll play a key part in maintaining our properties, protecting long-term asset value and most importantly ensuring our residents receive an excellent service.
This role focuses on day-to-day responsive repairs (not project or void works), with a strong emphasis on operational performance, customer satisfaction and continuous improvement.
Operational Leadership
- Lead and manage a team of trade operatives delivering responsive repairs services
- Work closely with planners to ensure efficient resource allocation and productivity
- Monitor daily performance, ensuring works are completed on time and to a high standard
- Act as a key contact for residents during works in their homes
Drive continuous improvement in service delivery and operational processes
Performance & Service Delivery
- Manage and report on KPIs including right-first-time fixes, customer satisfaction and productivity
- Carry out inspections and ensure quality standards are consistently met
- Resolve complaints and support effective local resolution
People Management
- Provide day-to-day leadership, coaching and support to your team
- Conduct regular 1-2-1s, appraisals and performance reviews
- Lead recruitment, onboarding and development of staff
Promote a positive, motivated and high-performing team culture
Contractor & Budget Management
- Manage contractors and suppliers to ensure quality and value for money
- Monitor budgets, control costs and review financial performance
Ensure compliance with procurement and financial procedures
About you
- Professional qualification in a building, construction, or asset management field (or equivalent experience)
- Proven experience managing teams in a repairs or maintenance environment
- Strong leadership skills with the ability to motivate and manage performance
- Experience managing budgets and delivering against financial targets
- Excellent problem-solving and decision-making abilities
- Strong customer focus with experience handling complex or sensitive situations
About us
We are GSA, we provide affordable homes and services that create a foundation from which people in our communities can thrive.
We own and manage 25,000 homes in diverse communities across the West Midlands and Southwest.
Everyone deserves a home, it’s a place from which we build our future, we thrive at home.
We are proud to play an active role in dealing with the consequences of the housing crisis, by providing affordable homes for people in our communities who need them most.
Often a home is all someone needs, but when our customers need more, we offer a range of services, including care, money advice and coaching to support them.
We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system.
The GSA
We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way.
A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is.
Our five core commitments are:
- We believe our customer is everything
- We are one team.
- We are supportive and caring
- We are business-minded for social purpose
We are curious and ambitious.
You can read more about the GSA Way in our recruitment pack.
Benefits
In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes:
- Trust based flexible working and supportive and friendly teams
- 25 days annual holiday entitlement, increasing to 30 days
- One day off for your birthday
- Opportunity to buy or sell annual leave
- A defined contribution pension scheme GSA matches up to 6% contributions
- We offer a service which provides 24/7 online GP appointments, second medical opinions, health checks, mental health support, 24/7 medical health helpline, wellbeing app, nutrition advice and fitness plans and legal and financial support.
- Access to Blue Light discount card membership
- Confidential Employee Assistance Programme (EAP).
- Cycle to work Scheme
- Eligible for occupational sick pay
How to apply
If this sounds like the exciting new challenge you’ve been waiting for, we’d love to hear from you.
Email your CV to Recruitment.mailbox@greensquareaccord.co.uk or click apply
Now. All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy.
GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the essential eligibility criteria for the role, as detailed in the job description, are guaranteed an interview.
If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.
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