Operations Manager in London

To lead, motivate, and manage a team of Repairs Planners and Schedulers to ensure the effective, efficient, and commercially viable dispatch of responsive repairs, voids, and planned maintenance works. The role is directly responsible for driving operative productivity, optimizing travel time, maximizing "First Time Fix" ratios, and ensuring that Hyde's residents receive an exceptional, timely repairs service that meets regulatory and internal KPIs.

Key Responsibilities

• Team Leadership: Direct line management of a team of Repairs Planners / Schedulers and Lead Schedulers. Responsible for performance management, training, setting daily targets, and conducting regular 1-to-1 reviews.
• Workforce Optimisation & Resource Planning: Oversee the dynamic scheduling system (typically Opti-time, DRS, or integrated NEC Housing systems) to maximize the daily productivity of field operatives and multi-trade supervisors.
• KPI Management: Take full accountability for scheduling-related Key Performance Indicators (KPIs), including: Appointments kept vs. missed, Average time to complete emergency and routine repairs, Reduction in jeopardy alerts and unallocated jobs, Jeopardy management (intervening before a job misses its SLA).
• Stakeholder Liaison: Act as the critical operational link between the Customer Contact Centre (where repairs are logged), Field Supervisors, and Area Managers to resolve scheduling conflicts, trade capacity issues, or emergency surges.
• Data Analysis & Continuous Improvement: Monitor historical job data and volume trends to forecast future resource demand. Adjust scheduling templates, trade boundaries, and appointment slots accordingly to eliminate service bottlenecks.
• System Integrity: Ensure Planners are maintaining accurate real-time data within the housing management system, minimizing administrative errors, and ensuring jobs are correctly closed or rescheduled with clear audit trails.

Person Specification: Experience & Skills Required

• Social Housing Experience: A proven track record of managing a high-volume scheduling, planning, or logistics desk within a Housing Association, Local Authority, or Social Housing Maintenance Contractor.
• People Management: Demonstrated experience leading and developing office-based administrative or planning teams. Ability to manage performance and defuse high-pressure situations.
• Technical Knowledge: Advanced operational experience using specialized dynamic scheduling software (e.g., Kirona DRS, Opti-time, Totalmobile) alongside standard Housing Management Systems (NEC Housing/Northgate, Capita, etc.).
• Commercial Acumen: Strong understanding of job costing, trade productivity metrics, schedule of rates (SOR codes), and how planning efficiencies directly impact the wider operational budget.
• Communication: Exceptional communication skills with the ability to manage the competing demands of back-office planners, frustrated tenants, and field-based tradespeople.

Typical Benefits Packages (Historical Data)

• Salary Range: Usually ranges between £45,000 – £58,000 per annum (depending on the location/London weighting and experience).
• Perks: Hybrid working 3 days in office 2 home working model, generous employer pension contribution (up to 6% double contribution), car allowance scheme, private healthcare package options, and 28+ days of annual leave.