Operational Support Manager (Repairs)

Are you an individual who thrives in a fast-paced and dynamic environment, who is dedicated to maintaining the smooth operation of Reactive Maintenance work? If so, then the Guinness Partnership are seeking an Operational Support Manager to join our London based team on a permanent, full-time basis.

Our company ethos is to improve people\’s lives by providing decent, safe, and high-quality homes and services. Help us to serve this mission by joining our crucial repairs team.

Reporting to the Regional Head of Service, the successful candidate will lead the operational planning and coordination of the Repairs and Maintenance Team in London.

We operate a hybrid working model which requires employees to work in the office for three days per week with the remaining two being from home.

Key Responsibilities:

• Effective management: Managing the planning and administration team to ensure customer service standards are achieved through the planning and co-ordination of the region\’s Responsive Repairs.
• Team support: Supporting and developing a team of planners and coordinators to ensure that the regional teams receive an excellent service.
• Data compliance: Ensuring that data is updated in a timely and consistent manner and that quality audits are conducted for planning and system updates.
• Diary management: Ensuring effective management of the regional operative diaries ensuring that all specialist materials are available to support reduced travel and first-time fix rates.
• GDPR Compliance: Ensure that all customer data is processed in compliance with GDPR regulations.
• Commercial Coordination: Work closely with the Regional Commercial Team regarding subcontractors, purchase orders, and variation orders to ensure continued value for money and that commercial procedures are followed.

Role Criteria:

Essential:

• Proven experience of delivering a high-quality service in a customer-focused environment.
• Experience of leading, managing, developing and motivating teams to work within agreed performance targets.
• Proven ability to work methodically, follow agreed procedures and accurately record data and information.
• Ability to work in a fast-paced environment and under pressure.
• Experience of working with scheduling software.
• Excellent organisational, time management, and delegation skills.
• An understanding of diagnosing repairs and defects and ordering repairs.

Desirable:

• Experience of working with scheduling tools or similar software (DRS/Plentific/Total Mobile).
• Previous experience of working in a scheduling or Responsive Repairs team, in the Social Housing sector.
• An understanding of Awaab\’s Law and HHSRS hazards.

If you’re interested in joining us and would like to apply for this role, please review the role profile to view all of the key responsibilities and to ensure you meet the essential criteria.

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