Head of Maintenance

As the Head of Maintenance, you will take full ownership of the property maintenance function, leading the team to deliver efficient operations and outstanding service. Your role will involve managing maintenance workflows, coordinating with contractors and suppliers, and overseeing key functions such as invoicing, stock control, and compliance. This is a strategic leadership position that calls for exceptional organisational abilities, a solutions-driven mindset, and the capacity to juggle multiple priorities in a dynamic, fast-paced environment.

In addition to driving day-to-day performance, you will ensure strict adherence to compliance standards, manage landlord and client accounts with precision, and guide the team to consistently deliver top-tier results. Your scope will include supervising operational activity, reviewing job quality and cost efficiency, managing budgets, and contributing to the success of wider construction and property initiatives. This pivotal role will involve restructuring the current setup, establishing clear and measurable KPIs across the team and for the role itself, and implementing a transparent performance-based bonus structure. The ideal candidate will bring strong leadership, operational expertise, and a strategic mindset to modernise and optimise our maintenance operations.

Key Responsibilities:

• Department Restructuring & KPI Implementation: Evaluate current team structure, workflows, and resource allocation; implement necessary changes to streamline efficiency and performance. Design and roll out measurable KPIs for individuals and the department, aligned with service levels, job turnaround times, cost control, and customer satisfaction. Collaborate with leadership to design and implement a bonus scheme tied to performance outcomes.
• Operational Oversight: Manage day-to-day maintenance activities, ensuring timely completion of work orders and high-quality outcomes. Coordinate emergency responses and ensure all urgent issues are handled efficiently. Oversee contractor performance, including scheduling of inspections (structural, insulation, drainage) and follow-ups with building control reports. Management of RMG contract. Manage complaints and action in a timely manner.
• Quotations, Invoicing & Financial Oversight: Prepare detailed, accurate quotes for maintenance work and manage all invoicing processes, including CIS and refurbishment-related billing. Ensure accurate processing of landlord deductions and monthly payments to contractors and suppliers. Keep up to date with schedule of rates (Currently version 8). Manage team to ensure SOR's are being used cost effectively across relevant contracts. Monitor and reconcile staff credit card statements, ensuring appropriate allocation of costs to properties and landlord accounts.
• Stock & Job Management: Review completed maintenance jobs for quality, cost verification, and material usage. Approve and manage stock orders, liaising with suppliers for account credit setup and overseeing stock levels for ongoing work.
• Compliance & Licensing: Manage and ensure compliance with HMO licensing, including submission of documentation and maintaining insurance coverage. Schedule and oversee drainage surveys, architectural input, and all relevant building inspections.
• System & Reporting Management: Oversee the property upload process to the STS system and manage follow-ups from inspections. Ensure accurate use of systems such as Salesforce to document inspections, coordinate works, and log communications.
• Contractor & Supplier Relations: Lead the onboarding process for new contractors, ensuring insurance and compliance documentation is in place. Build and maintain strong relationships with suppliers and contractors, ensuring timely payments and adherence to standards.
• Cross-Departmental Support & Team Culture: Collaborate with other departments to support inspections, safety checks, and tenant-related issues. Maintain a culture of service, safety, and compliance, leading by example across all areas of operation. Remain up to date with industry regulations and best practices.
• People Leadership & Development: Inspire and mentor the maintenance team, setting high standards and promoting continuous improvement. Participate in development reviews, support training initiatives, and encourage a learning-oriented environment. Foster a positive, inclusive team culture that values accountability and results.

Skills & Competencies:

• Leadership & Strategy: Proven experience in leading and restructuring maintenance teams in fast-paced, multi-site environments. Demonstrated ability to implement KPIs and link team performance to bonus schemes.
• Technical Knowledge: Solid understanding of property maintenance, building compliance, and housing regulations. Experience managing HMO licensing, inspections, and construction-related operations.
• Financial & Operational Acumen: Strong grasp of budgeting, invoice processing, landlord deductions, and contractor payments.
• Technology & Systems: Proficient in property management tools such as Salesforce, and Field Service systems.
• Communication & Collaboration: Excellent interpersonal and written communication skills; confident liaising with stakeholders at all levels. Effective team leader and cross-departmental collaborator.