Repairs & Service Quality Manager — £52,599 per annum
We're looking for a Repairs & Service Quality Manager to lead our customer‑focused responsive repairs service at Taff. In this pivotal role, you'll oversee our multi‑trade repairs teams, manage contractor performance, and ensure services meet regulatory standards to deliver real value for money for our customers. You'll use data, KPIs and insight to drive performance and continuous improvement, lead a team of operational specialists, and ensure our homes are safe, well‑maintained and compliant. With responsibility for reactive repairs, voids, budgets and contractor management, you'll play a vital role in shaping a service that truly puts customers first.
What You'll Do
You will be responsible for leading a safe, high performing and customer focused multi‑trade responsive repairs service, ensuring full alignment with organisational priorities and regulatory requirements. You will hold overall accountability for our repairs performance using KPIs, dashboards and data insight to drive improvements. You will effectively manage the reactive repairs budget, overseeing contractor procurement and performance to deliver a value for money service for our customers.
What You'll Bring To The Role
- Lead on the delivery of a safe, high performing and customer focused multi trade responsive repairs service, ensuring services align with organisational priorities and regulatory requirements
- Hold overall accountability for repairs service performance, overseeing the use of KPIs, dashboards and data analytics to drive continuous improvement, inform decision making and provide assurance to senior leadership
- Manage the reactive repairs budget, ensuring effective financial control and value for money services
- Lead the procurement, appointment and performance management of external contractors, ensuring contractual compliance, quality standards, and value for money outcomes for customers
- Lead, manage and mentor the Repairs Team Operational Leads, setting clear direction and standards in line with industry best practice and ensuring robust training and development is in place
- Analyse and interpret data from customer feedback, internal systems and external benchmarking to evaluate service quality, identify trends, manage risk and seek areas for continuous improvement
- Manage our voids service, ensuring timely turnaround, consistent quality standards and effective contractor performance in line with WHQS standards
- Ensure full compliance with health & safety legislation, housing standards and regulatory requirements, providing assurance that systems, processes and controls demonstrate legal and regulatory compliance
- Oversee the delivery of agreed planned and cyclical maintenance programmes within the Repairs function, ensuring integration with wider asset management and WHQS priorities
- Take ownership of escalations, complaints and complex repairs, resolving issues decisively and ensuring learning is embedded to improve customer experience and service delivery
- Manage our out of hours emergency repairs service and participate in our on‑call rota, acting as an escalation point when required
- Lead on internal and external audits and inspections, ensuring actions are tracked and assurance is provided
- Be a leader and role model for colleagues, engaging in organisational projects to improve our services for tenants
- Work collaboratively and in partnership with colleagues across the organisation, providing senior professional advice, challenge and support to enable effective delivery of corporate objectives
We are committed to building a diverse and inclusive workplace that reflects the community we serve, and we actively encourage applications from all backgrounds. Please complete the Equal Opportunities form as part of your application. This information is essential for us to monitor and promote equality and diversity throughout our recruitment process. Your responses will remain confidential and used only for reporting purposes.
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