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Job DescriptionRole PurposeOur 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 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.

Requirements

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.

Qualifications & Compliance

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.

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