Operations Manager - Repairs in Liverpool

We are seeking an Operations Manager – Housing Repairs to lead the delivery of our housing repairs service across the Merseyside region. This is a key leadership role with responsibility for achieving all contractual commitments and KPIs, embedding a strong first‑time‑fix culture, and ensuring our workforce is well‑resourced, motivated, and fully supported to deliver an excellent customer experience. Based from our Watson Building (Liverpool) office, the successful candidate will have direct responsibility for in‑house trade colleagues operating across Merseyside and Wirral areas. The role involves working closely within our neighbourhood teams across the region, with occasional opportunities for home working.

What you can expect from us:

• Competitive salary of £59,800 per annum
• 32 days annual leave plus bank holidays, a total of 40 days paid holiday per annum (equivalent to 8 weeks)
• Salary finance – access both short and long term loans, plus a savings facility
• Opportunity to further increase annual leave with service or through the holiday purchase scheme
• Immediate entry to our Pension scheme (matched contributions up to 10%)
• Flexible working environment with a range of family‑friendly policies
• Health cash plan with financial benefits and the option to extend to your family; cover includes dental, optical, physiotherapy, 24‑hour private GP access and much more
• Paid leave for absence including sickness, maternity, paternity, and adoption leave
• Access of up to £150 annually through the ‘Learning for life’ scheme
• Access to a wide range of discounts and cash‑cashback offers, ranging from retail and automotive to holidays and cycle‑to‑work scheme
• Development of your career with support and access to training and qualifications

Key Responsibilities:

• Delivery & Quality: Manage the day‑to‑day repairs teams to deliver quality, customer‑focused services that provide excellent value for money. Support the delivery of a plan and the continuous improvements and efficiency of the services provided. Ensure effective quality control and quality assurance is undertaken on the work carried out.
• Resources: Effective management of productivity and work planning systems to ensure the robust use of all resources, including supply chain. Successfully manage resources to deliver the agreed key performance indicators and operating plan. Lead the teams to identify where improvements can be gained, providing support to all direct reports on any evolving issues within the service.
• Financial & Value for Money: Ensure key operational and financial targets are achieved in line with the aims of the business. Support the identification and implementation of new streams of business or operational areas to ensure Onward Repairs offers maximum value for money for Onward Homes and its customers.
• Health & Safety: Ensure safe methods of working are adopted, all health and safety measures are adhered to and that operatives are suitably qualified and trained to the required standard to deliver the work.
• Systems: Responsible for appropriate systems and controls that support the delivery of projects, continuous improvement and ensure risks are monitored and managed effectively.
• Management, Leadership and Culture Change: Manage budgets, resources and priorities of the team ensuring effective and efficient use of resources to deliver agreed performance targets and customer satisfaction. Drive culture change based on the Onward values.
• Partnership Working: Identify, build and develop an extensive network of internal and external partnerships to ensure that the interests of the organisation are represented. Be an ambassador for the organisation and an advocate for our customers.

What skills, knowledge, experience and behaviours are we looking for:

Essential:

• Experience of the management of a similar construction trade‑based maintenance business
• Proven ability to deliver a quality customer‑centred repairs service
• Commercial knowledge and understanding
• Ability to effectively manage productivity, and resource/work planning
• Ability to manage an effective supply chain
• Excellent communication skills (both written and verbal) with a proven ability to influence senior stakeholders and customers
• Experience of managing and leading a team operating to a high level of performance at a similar level within a diverse organisation

Qualifications:

Essential:

• HNC in Building or Construction
• Relevant IOSH Health and Safety qualification and/or experience

Desirable:

• BSC Building and Construction or Level 6 CIOB, Chartered Surveyor or Equivalent and Relevant Qualification
• Recognised Trade Qualification

We embrace diversity and strive for an inclusive culture which enables Onward to thrive and be representative of the communities that we serve. All qualified individuals will receive equal employment opportunities.