£73,000 - £81,400 Per Annum
Full Time
Permanent
London, Greater London
Public Sector And Council
Posted 2 hours ago
Expires In 29 Days
Job Description
Our client is seeking a dynamic and experienced leader to take full accountability for delivering a high‑quality responsive repairs service and oversee departmental complaint handling across a diverse housing portfolio. With responsibility for an annual budget of approximately £4 million, you will champion a customer‑focused culture, drive operational excellence, ensure value for money, and lead the strategic development of the service. This is a key leadership role that will shape performance, partnerships, compliance and innovation across the property services function.
Key Responsibilities
- Lead, manage and control an annual budget of circa £4m, working closely with finance and senior leadership on forecasting and financial performance.
- Oversee the delivery of responsive repairs across the London region, ensuring KPIs and performance standards are consistently met and exceeded.
- Build, lead, motivate and develop a high‑performing team, embedding a culture focused on customer satisfaction and continuous improvement.
- Act as the escalation lead for complex complaints, using customer feedback to influence service improvement.
- Ensure compliance with safety legislation, regulatory requirements, policies and best practice across all operational functions.
- Strengthen collaborative relationships with internal teams, contractors, consultants and resident stakeholders.
- Performance‑manage contractors and partners delivering repair services, ensuring quality, productivity and value for money.
- Lead the client function for partnering contractors and maintain strong, effective working relationships.
- Manage and support the out‑of‑hours service, acting as an escalation point when required.
- Oversee responses to Environmental Health Notices and maintain strong relationships with local authorities.
- Ensure full compliance with regulatory and statutory requirements relating to Responsive Repairs, including Health & Safety, Housing Ombudsman expectations and regulatory standards.
- Drive service innovation and identify opportunities for integration, growth and improved customer experience.
- Lead departmental planning, policy development, service reviews and corporate project work.
- Produce high‑quality strategic and operational performance reports for senior leadership.
- Maintain excellent relationships with key external stakeholders including MPs, councillors, emergency services and partner agencies.
- Support annual service charge setting and maintenance contract processes with finance and operational teams.
- Contribute as a key member of the organisation’s emergency and incident response team.
- Proven leadership experience in a similar role within property services, repairs, asset management or housing.
- Strong track record of building and leading high‑performing teams within a customer‑focused environment.
- Extensive commercial and operational experience managing third‑party contractors in a property‑related service area.
- Significant budget management experience at a senior level.
- Demonstrated ability to analyse data, diagnose complex issues and implement effective solutions.
- Strong IT literacy, including experience with repairs management systems, workforce planning and job scheduling tools.
- Excellent stakeholder management skills, with the ability to develop constructive relationships across all levels.
- Health & Safety qualification: IOSH Managing Safely (5‑day) or NEBOSH Construction Certificate (essential).
- Willingness to work toward an Ofqual-recognised qualification in Housing Management (e.g., CIH Level 5) if not already held.
- Must demonstrate and uphold organisational values and behaviours.
- Ability to pass a Basic DBS (Disclosure and Barring Service) check.
Isaac Bonsu
Isaac.Bonsu@voxconsultants.com
02081384125
Division V85
Vox Network Consultants
27 Clements Lane
Greater London
EC4N 7AE
0208 1384125
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