Operations Manager

Operations Manager – Repairs & Voids (In-House DLO)

Northwest London & Wokingham

Social Housing / Direct Labour Organisation (DLO)

Overview:

Regen Solutions are seeking an experienced Repairs & Voids Operations Manager to lead our in‑house Direct Labour Organisation (DLO), delivering responsive repairs and void refurbishment works across Northwest London social housing stock.

As a key leader within the internal service, you will be responsible for operational performance, direct labour productivity, statutory compliance, and delivering a first‑class, tenant‑focused service that drives value for money.

Key Responsibilities:

• Direct Workforce Management: Lead, motivate, and develop a directly employed workforce of Trades Supervisors and multi‑disciplinary Operatives, fostering a positive, productive internal culture.
• Operational Excellence: Oversee day‑to‑day delivery of responsive repairs and voids, maximizing First Time Fix rates and minimizing void turnaround times (key-to-key).
• Productivity & Resourcing: Manage operative utilisation, Work in Progress (WIP), and material supply chains (e.g., van stocks and merchant partnerships) to ensure optimal internal efficiency.
• Financial Control & Value for Money: Manage operational budgets, monitor job costs, and utilise Schedule of Rates (SOR) to demonstrate the DLO’s cost‑effectiveness compared to external markets.
• Cross‑Functional Collaboration: Work closely with internal housing management, lettings, compliance, and asset management teams to ensure joined‑up service delivery.
• Health, Safety & Compliance: Ensure strict adherence to health & safety regulations, building compliance, and internal safe systems of work across all sites.
• Tenant Satisfaction: Drive high standards of customer care, proactively resolving complaints and using tenant feedback to continuously improve the in‑house service.

Requirements:

• DLO Leadership Experience: Proven track record of managing a social housing repairs and voids service, ideally within an in‑house DLO or direct delivery environment.
• Direct Trade Management: Strong background in managing directly employed tradespeople, managing unionised environments (where applicable), and driving performance culture.
• Commercial & Budgetary Acumen: Experience managing operational budgets with a strong understanding of Schedule of Rates (SOR) and financial tracking.
• Systems & Data Literacy: Familiarity with dynamic scheduling software, mobile working solutions, and housing management systems.
• Customer‑Centric Mindset: A passion for public sector service delivery and improving the lives of residents and communities.
• Qualifications: Relevant technical qualification (e.g., NVQ Level 4/5, CIOB, or equivalent experience) and a current Health & Safety qualification (e.g., IOSH or NEBOSH).
• Licence: Full UK Driving Licence.

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