Senior Consultant - Operations Manager Client Services

To support our continued growth, we are looking to employ a Senior Consultant to join our Client Services Operations consulting team. Working with Client organisations, their Housing, Customer and Asset departments to deliver a safe, reliable and efficient services.

Provide visible leadership and management for area teams responsible for delivering high quality services, ensuring all key operational and financial targets are achieved in line with the aims and objectives of the business.

• Lead day-to-day delivery of decarbonisation programmes, assuring milestones, risks, and performance.
• Coordinate multi-disciplinary teams; optimise scheduling, resourcing, and productivity.
• Implement asset/decarbonisation strategy actions and process improvements; embed SOPs and quality checks.
• Produce accurate MI (cost, progress, compliance) and present insights to client leadership.
• Contribute operational inputs to options appraisals, stock investment plans, and mobilisation strategies.
• Coach and mentor Operations Managers (Consultant) and frontline leads to build capability.
• Manage stakeholder relationships, resolve issues/disputes, and maintain escalation discipline.
• Track budgets/spend profiles; identify cost efficiencies and deliver savings initiatives.
• Maintain compliance with health & safety and domain-specific regulatory standards.
• Identify risks/opportunities; maintain action plans and deliver mitigations.

Strong stakeholder management and communication skills. Proficiency in Microsoft Office and project governance tools.

Key Responsibilities

• Lead transformation (or delivery) of assigned Repairs and Planned Maintenance projects and ensure high-quality outcomes within client organisations.
• Ability to mobilise and demobilise services and contracts.
• Plan, Coordinate and Manage DLO Activities.
• Lead the planning, coordination and day to day management of Direct Labour Operatives (DLO) and their associated activities to ensure timely, safe and compliant delivery.
• Plan, Coordinate and Manage Subcontract Activities.
• Lead the planning, coordination and day to day management of sub contractors (SCPs) and their associated activities to ensure timely, safe and compliant delivery.
• Support Complaints, Disrepair and Complex Case Management activities.
• Assist in the management and resolution of customer complaints, disrepair cases and other complex projects, ensuring issues are handled professionally and within required timescales.
• Provide visible leadership and guidance to project teams, ensuring operational and financial targets are met.
• Implement and manage robust business processes that improve service quality and customer satisfaction.
• Manage contract performance and ensure compliance with contractual and regulatory requirements.
• Build and maintain strong relationships with clients and key stakeholders to support strategic objectives.
• Monitor risks and implement mitigation strategies to ensure safe and efficient service delivery.
• Uphold Lumensol values and contribute to a positive, collaborative team culture.

Skills, Knowledge and Expertise

• 3–5 years’ leading R&M Services and/or Planned Investment programme experience. Preference is for both client side and contractor experience.
• Preference is for transformation programme experience.
• Good understanding of Client Services roles and requirements.
• Demonstrable delivery of programme and budget management.
• Strong analytical and problem-solving skills with the ability to interpret complex data and provide actionable insights.
• Excellent communication and interpersonal skills to engage effectively with clients, contractors, and colleagues.
• Ability to lead assigned projects or workstreams and deliver to agreed timelines, budgets, and quality standards.
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Teams) and ability to use data analysis tools effectively.
• Organised, professional, and proactive approach to managing multiple priorities.
• Ability to work independently and collaboratively, providing guidance to junior team members when required.
• Demonstrated ability to follow processes, maintain compliance with policies and procedures, and manage risk effectively.

Benefits

Lumensol offer a generous benefits package which includes 25 days annual leave (plus Bank Holidays), competitive pension scheme, discretionary bonus scheme, Private Health Insurance, and Life Insurance. To aid continued development and foster team working, we also engage our employees in training and strategy days, team updates and core training.