Voids Manager

Contract Type: Permanent

Salary: £61,241.99 per annum

Working Hours: 35 hours per week

Working Pattern: Monday to Friday, Hybrid

Location: Camden, London

Role Overview

Responsible for the day-to-day management of service delivery and workstream operations within the RPS South Business area to ensure the efficient and effective maintenance of Riverside Group empty homes, across a housing stock of approximately 26,000. The role involves ensuring teams operate to Riverside defined standards and deliver best‑in‑class customer service whilst satisfying all safety, quality and cost‑control standards relating to budget, profitability and resource deployment and full empty‑home compliance obligations. The role will support the senior management team on the delivery of high‑standard statutory and non‑statutory repairs and maintenance activities within Riverside empty homes.

Responsibilities

• Manage and monitor all work undertaken with void properties (empty homes) across Riverside Property Services, South for all tenures, including general needs, Care & Support, Market‑Rented properties and any other tenures as required.
• Undertake pre‑ and post‑inspection of void properties and ensure all compliance requirements are met.
• Manage a team of first line managers, technical staff, administrative staff, subcontractors and trade operatives (DLO).
• Monitor progress and completion of works by the Direct Labour Organisation (DLO) and subcontractors within the requirements of the service and to the standard of performance, customer service and Health and Safety procedures and compliance requirements.
• Work closely with the Senior Management team and be operationally and commercially accountable for the area of operations.
• Lead and efficiently communicate to a wide range of stakeholders, including but not limited to residents, Councillors, consultants, colleagues, team members and Trade Union representatives.
• Set clear targets and objectives consistent with business expectations to meet service needs and standards, in connection with void repair timescales and lettable standards.
• Assist in controlling costs of operative hours, equipment, vehicles, stock and tools, minimising wastage and avoidable expenditure.
• Assist in preparing company and contractual documentation in readiness for invoicing to the client, ensuring consistent cash flow.
• Gain appropriate sign‑off for expenditure, including identification of properties for disposal and extensive refurbishment.
• Identify cost‑effective service delivery options to reduce cost.
• Manage all aspects of repairs and commercial delivery and contractual performance in line with contractual commitments and agreed company & client protocols, time frames, budget & cash flow.
• Ensure compliance and adherence to health & safety regulations, statutory compliance, Riverside standard operating procedures & values, quality assurance accreditations.
• Demonstrate, maintain and monitor the company’s commitment to best practice with legislation, codes of practice & good working practices relevant to all work activities.
• Manage direct labour resources and supply chain, identifying opportunities to increase productivity and demonstrate savings, working with the group Procurement Team to maximise the benefit of national procurement agreements and new innovations.
• Adhere to and complete company & client reporting protocols within required timescales.
• Cultivate a positive, customer‑focused culture that is instilled and promoted across all work.
• Ensure this is actively demonstrated by staff in a professional approach to communicating with all stakeholders, through site appearance, company ID, vehicle condition and maintenance of high health & safety standards.
• Ensure attainment of high levels of satisfaction with performance delivery and that contractual KPI targets are achieved in accordance with agreed standard operating procedures.
• Manage employees’ performance, coach and develop individuals in their roles.
• Protect all company assets supplied, ensuring applicable HR policies & procedures are followed, with assets maintained in good condition, as per company protocols and reports made to Manager where damages occur.
• Cultivate a strong working relationship with Riverside representatives, subcontractors, service users and local communities, managing client expectations, attending meetings where required, and assisting in business development activities and the preparation of bids.
• Undertake any other duties required by the company, provide backup to other Managers to cover any absences and attend formal and informal company & client meetings as required.
• Monitor performance against Void workstream specific requirements and produce performance reports.
• Carry out pre‑, work‑in‑progress and post‑inspection of works within void properties ensuring right‑first‑time and delivery of quality standards.
• Carry out all tasks related to People Management, including but not limited to, conduct one‑to‑ones, identify and implement training and development needs, annual appraisals/goal setting and end‑of‑year performance reviews along with management of sickness and work attendance.
• Ensure that all workloads, operative performance and costs are managed.
• Monitor performance of all operatives and subcontractors and take appropriate action in cases of under‑performance, working closely with the Commercial and Contract management teams.
• Foster good relationships with incoming and outgoing residents, addressing any concerns or complaints in a timely and professional manner.
• Collaborate with the management team to develop maintenance strategies, budgets and schedules relevant to workstream as required.
• Ensure that all Health and Safety requirements are followed, conducting risk assessments as necessary.
• Post holder will be required to participate in out‑of‑hours rota for repairs and maintenance services on a regular basis.

Person Specification

Essential

• Proven experience in managing a direct labour force and subcontractors coordinating repairs and maintenance in a social housing or property management environment, in accordance with relevant workstream.
• Knowledge of building construction and maintenance.
• Extensive experience in managing an effective and efficient void repairs service.
• Experience working with contractors and managing performance against SLAs.
• Strong understanding of health and safety regulations.
• Excellent organisational and time‑management skills, with the ability to manage multiple projects simultaneously.
• Strong communication and interpersonal skills, with the ability to liaise effectively with internal teams, contractors and tenants.
• Ability to work under pressure and meet deadlines while maintaining high standards of quality and compliance.
• Understanding and application of HHSRS.
• Ability to solve problems effectively and efficiently.
• Leadership and people‑management skills.
• Ability to write clear and concise reports.
• Attention to detail and a commitment to high quality work.
• Strong negotiation skills for managing contractors and resources.
• Proactive approach with a focus on continuous improvement.
• Full driving licence.

Desirable

• Health and safety certification (e.g., NEBOSH, IOSH).
• Willingness to participate in ongoing training and professional development.

Benefits

• Competitive pay & generous pension.
• 28 days holidays plus bank holidays.
• Flexible working options available.
• Investment in learning, personal development and technology.
• A wide range of benefits.

Diversity and Inclusion

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview. This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are ethnically diverse and demonstrate you meet the minimum criteria for the role, you will be guaranteed an interview.

Application Notice

Applications may close before the deadline, so please apply early to be considered. Attach a current CV and covering letter.