Service Manager - Complex Works & Voids in Gateshead

Our Complex Works and Voids Service is responsible for delivering safe, high-quality repairs, refurbishment and property reinstatement for approximately 18,000 Council homes. From managing void turnaround and complex repairs, including damp and mould under Awaab's Law, disrepair cases, Housing Ombudsman interventions and decants, to delivering traded and non-HRA building repairs, this service ensures homes are safe, compliant and ready for occupation. As Service Manager for Complex Works and Voids, you will lead multi‑disciplinary teams delivering responsive and complex works, ensuring excellent customer care, strong compliance, and evidence‑based improvements across all repairs and void operations.

Responsibilities

• Lead the end‑to‑end voids service, ensuring properties are returned to the correct standard within agreed timescales and minimising void loss.
• Plan and deliver complex repair works, including disrepair mitigation, legal case responses and Housing Ombudsman actions, ensuring full compliance.
• Lead the damp and mould service, ensuring accurate diagnosis, timely delivery and compliance with statutory requirements.
• Manage customer journeys for complex repairs, including case management, decants, temporary accommodation and agreed work programmes.
• Lead traded works and non‑HRA repair services, ensuring alignment with commercial objectives, income and customer satisfaction.
• Manage capital and investment programmes, ensuring compliance with commissioning requirements and full cost recovery.
• Build and maintain effective relationships with tenants, leaseholders, elected Members and stakeholders.
• Manage complaints, FOI requests, scrutiny, audits and inspections, using learning to improve services.
• Lead and develop multi‑trade direct labour teams, improving productivity, performance, culture and service quality.
• Commission and manage contractors and specialist services, ensuring procurement compliance, high‑quality delivery and value for money.
• Lead surveying, inspection, planning and scheduling functions to support effective diagnostics, quality and budget control.
• Manage operational risks, resolve complex issues and support service improvement planning and business cases.
• Manage budgets, cost recovery and financial planning, ensuring efficiency and value for money across services.
• Use data and performance insight to evidence service effectiveness and drive continuous improvement.
• Support emergency planning and service resilience arrangements.

Qualifications

• Strong knowledge of complex repairs, void works and building safety, including statutory and regulatory requirements.
• Experience delivering complex operational services within a regulated housing or building environment.
• Proven leadership experience managing multi‑trade teams and driving performance and customer outcomes.
• Strong understanding of building and operational health and safety, including CDM regulations.
• Strong financial awareness, including management of capital and revenue budgets and delivering value for money.
• An approved Level 4 housing management qualification (or willingness to achieve within an agreed timeframe).
• A construction‑related degree or equivalent experience demonstrating the ability to operate at this level.
• Commitment to ongoing professional development in line with housing standards.

Benefits

• Competitive Salary: We offer fair and transparent pay that reflects your skills and experience.
• Outstanding Pension Scheme: Find out what benefits a Local Government Pension provides.
• Generous Annual Leave: Enjoy 28 days of annual leave, rising to 32 days after 5 years (2 of which can be fixed by the Council), plus the option to buy up to 10 extra days.
• Flexible Working Hours: Benefit from up to 26 flexi days per year (subject to business needs), giving you more control over your time.
• Hybrid & Flexible Working: We support a healthy work‑life balance with flexible and hybrid working options.
• Learning & Development: Access a wide range of training, development, and progression opportunities to help you grow your career.
• Health & Wellbeing Support: From discounted gym memberships through our partner GLL to mental health resources, we care about your wellbeing.
• Cycle to Work Scheme: Save money and stay active with our tax‑efficient cycle to work programme.
• Electric & Hybrid Car Scheme: Get behind the wheel of a brand‑new electric or hybrid vehicle through our salary‑sacrifice car scheme in partnership with NHS Fleet Solutions – a cost‑effective, environmentally friendly way to drive (after 12 months service).
• Exclusive Discounts & Salary Sacrifice: Through our VIVUP employee benefits platform, enjoy discounts on shopping, travel, and services – plus salary sacrifice options on white goods, electronics, and more, helping you spread the cost of essential purchases (after 6 months service).