Contracts Manager

Job Title: Responsive Repairs Manager

Location: Dorset

Contract Type: Permanent, Full Time

Reporting to: Operations Manager

About Us

Elite South Ltd is a dynamic building services contractor delivering responsive repairs, void refurbishment, multi-trade maintenance and planned works across social housing, local authority and private sector clients. We pride ourselves on delivering high-quality workmanship, an excellent customer experience and safe, compliant services.

Role Overview

We're looking for an experienced Responsive Repairs Manager to lead the delivery of a social Housing contract covering Repairs, Voids and Minor Works. You will be the operational lead for all reactive activities – ensuring work is completed safely, to quality, on time and within budget; resources are well deployed; contractors and direct labour operate efficiently; and customers (residents, leaseholders and clients) receive a positive service experience.

You'll combine strong leadership, knowledge of maintenance operations, customer-focus and commercial awareness to drive service performance and continuous improvement.

Key Responsibilities

• Lead and manage the delivery of the repairs service across the contract region: allocation, scheduling, monitoring and completion of repairs.
• Oversee internal workforce and external contractor performance, ensuring right-first-time delivery, void key to key times, adherence to health & safety, compliance and quality standards.
• Manage budgets, cost control, resource planning and performance metrics (KPIs such as time to complete, customer satisfaction, re-works, cost per repair).
• Drive strong customer satisfaction: maintain clear communication with customers, manage expectations, handle escalations and complaints, and implement lessons learned.
• Collaborate with stakeholders – clients (housing providers, local authorities), suppliers, site teams – to ensure service meets contractual requirements, let standards and operational targets.
• Promote and embed safe working practices, ensure compliance with CDM, HSE, Asbestos Regulations, and other relevant legislation.
• Lead on continuous service improvement: review processes, identify efficiencies, monitor trends.
• Provide line‐management and leadership to supervisors/teams: coaching, performance management, absence management, training requirements.
• Support emergency and out-of-hours call-out arrangements as required to ensure the service is responsive and resilient.

Person Specification

Essential:

• Significant experience (preferably 5+ years) in a Reactive Maintenance management role within social housing, local authority or contracting environment.
• Proven track record of delivering high-volume repair and void services, managing direct labour and contractors.
• Strong knowledge of building services, maintenance operations, trades, health & safety, compliance and quality assurance.
• Commercial awareness: budgeting, cost control, resource planning, KPI monitoring and reporting.
• Outstanding customer focus with ability to lead and manage customer communications, service escalations and stakeholder relationships.
• Excellent leadership, people-management and communication skills.
• Full UK driving licence and willing to travel across sites.

Desirable:

• Experience working in legal disrepair cases, damp & mould mitigation.
• Trade qualification or construction/maintenance related qualification (e.g., NVQ, HNC, CQMS).
• Experience working with contract management systems, maintenance scheduling software and performance dashboards.

What We Offer

• A key role in a growing, ambitious company committed to quality and customer service.
• Competitive salary DOE (to be discussed at interview) plus benefits and bonus package.
• Opportunity to shape and improve the responsive repairs service, influence process and deliver tangible improvements.
• Collaborative, friendly environment where your contribution will be valued and recognised.

How to Apply

If you're ready to step into a central, high-impact role with Elite South Ltd and help us deliver excellence, please send your CV and a covering email outlining how you meet the key responsibilities and person specification.

Job Type: Full-time

Pay: From £45,000.00 per year

Benefits:

• Company car
• Company pension

Work Location: Remote