Job Title: Head of Operations (Responsive Repairs)
Contract Type: Permanent
Salary: £79,524.94
Working Hours: 35 hours per week, Full Time
Working Pattern: Monday-Friday, Hybrid
Location: London

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as a Head of Operations (Responsive Repairs)
Responsible for leading and managing the Responsive Repairs Service, with direct line management of the Operations Management team to ensure the provision of an effective and efficient repairs service.  The role will also be responsible for developing, implementing, and managing an auditable performance matrix to enable the organization to accurately monitor performance across the repair’s delivery model.

The role is senior leadership in nature and will be part of the Repairs and Maintenance senior leadership team.  There will be a requirement to work pro-actively and collaboratively with Heads of Service, Planning and Performance, Customer Experience, Compliance and Commercial to ensure continuous improvement is achieved across all workflows and key performance indicators delivered by Riverside Property Services.

The role will be responsible for ensuring all works delivered by the Direct Labour force and subcontractors is to a consistently good standard, representing value for money and excellent customer service.

About you
We are looking for someone who holds a degree in building or surveying, contract management or equivalent and/or extensive experience of working at a senior level within Social Housing Repairs and Maintenance. The Ideal candidate will have knowledge of building construction and common defects in residential housing, and strong experience working with contractors and managing performance against SLAs.

Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

Competitive pay & generous pension

25 days holidays plus bank holidays

Flexible working options available

Investment in your learning, personal development and technology

A wide range of benefits

Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

Manage and oversee a high performing direct labour force and sub-contractor management framework across the directorate by embedding a high-performance culture including practical risk and opportunity management processes which are simple to apply and really do add value.

Ensure the customer experience is central to all activities by adopting a professional manner when communicating with service users, clients, and both internal/external stakeholders This includes but is not limited to appearance, company ID, maintaining a high standard of Health & Safety requirements.

Effective line management of the Repairs operations team.  You will lead, manage, motivate, engage and support the team to deliver a customer focused service.

Provide leadership to the team through effective coaching, mentoring, 121s and team meetings. Ensure team members understand their role and areas of responsibilities and ensure good practice is shared and adopted as BAU.

Responsible for ensuring the service complies with all statutory and health and safety regulations in respect of directly employed operatives and maintenance contracts

Effectively manage and develop the reactive maintenance team, ensuring it is capable of adapting to change as services evolve.

Influence decisions to support continuous improvement within the Group to ensure a high quality of service by   understanding and analysing the market and trends

Produce and manage the budget for the team, including any in year revisions or amendments, taking into account Value for Money requirements

Responsible for ensuring team members are inducted and adequately trained to fulfil their duties and adhere to internal processes and procedures.  Ensure personal development plans are reviewed regularly.

Support Senior Manager colleagues to monitor and manage third party contractor performance to achieve agreed service levels and KPIs.

Produce timely management reports to support service delivery and meet business requirements.

Ensure that there is sufficient capacity within the Repairs operations team to cover all pre booked and unforeseen absence. And attend informal and formal company & client meetings and training sessions as required.

Ensure IT systems are operated effectively, operatives are using and updating their PDAs appropriately and schedule of rate codes are inputted correctly.

Ensure repairs are monitored and updated on an ongoing basis in relation to job status, including jobs raised booked within target time, cancelled works orders, repairs without appointments, overdue jobs and all follow-on jobs are actioned by the end of each day.

Management and oversight of high-profile repairs including complaints and Housing Ombudsman inquires to ensure prompt resolution.  Taking learning from dissatisfaction to improve service delivery resulting in a decrease in dissatisfaction and increased levels of customer satisfaction.

Work with all line reports and wider team members including, scheduling team leaders, senior managers, supervisors and subcontractors. To ensure an efficient and productive service is delivered to residents to support the attainment and maintenance of high levels of satisfaction in accordance with agreed standard operating procedures.

Ensuring maximum productivity is achieved, with technical understanding underpinning effective resource management.

Effectively manage the use of subcontractors, ensuring that they comply with the Group standards of work performance, customer service and Health & Safety procedures.

Management of Subcontractors to maximize contract performance against KPI’s, minimize default notices and penalties and ensure high levels of quality and customer service to achieve key performance targets and objectives.

Post holder will be required to participate in out of hours rota for repairs and maintenance services on a regular basis.

It is a requirement that the role holder holds a current, valid UK driving licence.

In order to fulfil the requirements of this role, you will be required to work flexibly during the hours of operation.

Person specification

Knowledge, Skills and Experience

Essential

Degree in building or surveying, contract management or equivalent and/or extensive experience of working at a senior level within Social Housing Repairs and Maintenance

Knowledge of building construction and common defects in residential housing

Strong experience working with contractors and managing performance against SLAs.

Strong understanding of health and safety regulations

Management experience of staff and/or teams to achieve high performance targets.

Good level of IT skills and literacy

Highly effective communicator, both oral and written

Track record of building effective links with other related departments, suppliers and customers on a range of technical issues

Detailed knowledge of building services, including whole life cost design

Solution focused and able to grasp technical concepts quickly

Experience of managing a significant annual budget

Demonstrable track record of managing a maintenance service

Strong communication and interpersonal skills, with the ability to liaise effectively with internal teams, contractors, and tenants.

Ability to work under pressure and meet deadlines while maintaining high standards of quality and compliance.

Leadership and people management skills

Attention to detail and a commitment to high quality work.

Strong negotiation skills for managing contractors and resources.

A proactive approach with a focus on continuous improvement.

Desirable

Ability to design and run a service in line with ‘lean’ principles and delivering value for money.

Experience in managing effective change programmes

Knowledge of National Housing Federation Schedule of Rates

Experience in the use of IT systems including mobile working, job management and performance systems.

Experience of partnership working