Social Housing Operations Manager in Harrow

B2B Commercial & Social Housing Operations Manager Location: Harrow, London Salary: £35,000–£45,000 DOE Job Type: Full-time, Permanent | Office-based About the Role We are recruiting for an experienced Operations Manager to join a growing plumbing, heating and building services company in Harrow. This is a hands-on management position overseeing office-based operations across social housing maintenance contracts and B2B commercial clients. You will manage teams, coordinate repairs and maintenance services, monitor operational performance and ensure excellent service delivery. Key Responsibilities * Manage and support customer service, scheduling and operations teams. * Oversee reactive repairs, planned maintenance (PPM) and commercial works. * Monitor engineer schedules, outstanding jobs and follow-on works. * Ensure housing association SLAs and KPIs are consistently achieved. * Manage escalated customer complaints and client relationships. * Oversee quotations, purchase orders, costs, WIP and invoicing. * Produce operational reports and monitor performance using Excel. * Improve processes and ensure smooth day-to-day operations. * Liaise with engineers, contractors, housing associations and commercial clients. * Participate in an out-of-hours escalation rota. Requirements * Previous operations or team management experience within social housing repairs, property maintenance, facilities management or building services. * Experience managing scheduling, customer service or repairs teams. * Good understanding of reactive maintenance, PPM and plumbing, heating or M&E services. * Strong knowledge of SLAs, KPIs and operational performance. * Excellent communication, leadership and problem-solving skills. * Commercial awareness, including quotations, costs and budgets. * Strong Microsoft Excel and reporting skills. * Full UK driving licence