Repairs & Service Quality Manager TAFF160
Location: Cowbridge Rd E, Cardiff CF5 1JD, UK
Job type: Permanent / Full-time
Sector and subsector: Facilities Management | Maintenance
Annual-fixed salary: £52,599.00
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 multi‑trade repairs teams, manage contractor performance, and ensure services meet regulatory standards to deliver real value for money for our customers.
Responsibilities
- 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.
Qualifications & Experience
• Proven experience leading multi‑trade repair and maintenance teams within a large residential or commercial portfolio.
• Strong knowledge of health & safety, housing, and regulatory frameworks such as WHQS.
• Demonstrated ability to manage large budgets and deliver value for money through procurement and performance management.
• Excellent analytical skills, using data, KPIs and dashboards to drive continuous improvement.
• Strong interpersonal and communication skills with the ability to mentor and develop staff.
• Experience with audit and inspection processes and maintaining statutory compliance.
Equal Opportunity
We are committed to building a diverse and inclusive workplace that reflects the community we serve, and we actively encourage applications from all backgrounds. We aim to guarantee an interview for at least one qualified candidate from an ethnic minority background and for any candidate with a disability who meets the essential criteria for the role.
Closing Date
Tuesday, 19th May 2026 @10 a.m.
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