Service and Maintenance Operations Manager

3 weeks ago

Glasgow, United Kingdom Scottish Federation of Housing Associations Full time

Managing a small staff team, the Repairs Manager will be responsible for the delivery of a best value response repairs service, ensuring reporting and administrative compliance with legislative and regulatory standards and best practice. Fostering a proactive team culture that delivers a customer-centred service, demonstrates ownership, accountability and ensures the successful delivery and achievement of operational and performance standards.
The successful candidate will be performance driven, and will demonstrate role flexibility, proficient IT skills, excellent communication, multi-tasking and interpersonal skills. A relevant qualification in repairs/maintenance/construction is essential along with extensive experience in a response repairs role. The Repairs Services Manager will demonstrate effective team leadership, resource planning and be a positive ambassador for promoting a culture of quality, responsive customer service and engagement.
Driving excellent customer services, managing service satisfaction and mitigating complaints.
Leading Response Repairs Services, including: tenant repairs, common repairs, void management, termination of tenancy, decanting, medical adaptations and alterations and improvements.
Leading the preparation of procurement business cases in compliance with procurement strategy and authority levels, ensuring timely preparation of work specifications and tenders / evaluations, to meet project planning and governance objectives.
Leading the appointment of relevant consultants, development of service agreements / contract, and performance. Matrix management with Tenancy Services Manager to train, develop and support frontline services staff to deliver frontline repairs service.
Effective management and support of Repairs Services team, including annual performance reviews, SMART Team Plans, regular Planning & Supervision Sessions.
Supporting Repairs Services Team to work in compliance with delegated authority levels, and operational implementation of procurement strategy.
Monitoring and reviewing contractors and contracts for compliance, probity, best value and service quality.
Developing and implementing effective repairs management strategies / initiatives / KPIs/ PIs/ policies / procedures, mitigating risk and demonstrating compliance with governance, legislative and regulatory requirements.
Leading risk assessment, performance and compliance reporting and preparation of MC/ governance reports.
25 days annual leave and 15 public holidays (pro rata for part time)
• Defined contribution pension scheme
• Death in Service Benefit
• Flexible working practices including flexi time, enhanced occupational maternity, paternity and shared parental leave
• Cycle to work scheme
• Voluntary Health Cash Plan
• annual service commitment award, long service award and additional festive leave
• Professional development & training opportunities
For further information, please visit our website -
Glasgow West Housing Association is a Living Wage Employer.

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