Operations Manager Heating Services

CHP are an award winning, people focused organisation based in Chelmsford, Essex, and we are hiring. We have been providing more homes for people unable to rent or buy privately since March 2002 and we aim to build a home a day - 365 new homes per year.

We are looking for an **Operations Manager (Heating Services)** to join us to be responsible for leading on all operational delivery for the repairs, servicing and installation of heating systems to meet business objectives, including repairand service quality, monitoring productivity, service delivery costs, financial return and performance for the CHP portfolio across all geographical areas. You will be responsible for delivering a fully compliant, customer-centric service, collaborating effectivelyacross all parts of the CHP organisation to drive brilliant, and constantly improving, customer resolutions.

There couldn't be a more exciting time to join CHP as we are currently experiencing three times the growth of the industry average. Whilst our customers are at the heart of everything we do, we also aim to make sure our people are happy and healthy, so theycan provide the best services.

Our commitment to our people has been recognised for a number of prestigious awards. In 2018 and 2020 we were ranked a Top 100 Not-For-Profit Organisation to Work for by the Sunday Times and named a Top 25 Housing Association by 24housing magazine. We area voluntary living wage employer and accredited as a Disability Confident Employer.

**Requirements**:
**Key relationships**
- Reports to Head of Operations
- The post holder has the following direct reports:

- Heating Services supervisors
- Whilst the heating services team grows, there may be instances where direct reports are different, such as heating engineers, until supervisors are recruited.

**What you'll be doing**
- Accountable for the maintenance, servicing and replacement of heating systems in all eligible CHP homes, ensuring compliance with health and safety regulation at all times.
- Provide effective line management and strategic direction to the Heating Services operational team.
- Acting as a proactive people manager to lead and motivate a diverse team to deliver excellent customer focused services, resulting in high levels of customer satisfaction.
- Responsible for the recruitment, performance management and development of the team in line with CHP policies, creating a culture which focuses on customer excellence and delivering a value for money (VfM) based, continuously improving, integrated service.
- Oversee and ensure safe working practices in line with CHP's Health and Safety policy are adhered to and continuous improvement with regard to developing a strong health and safety (H&S) culture.
- Lead the budgeting and forecasting process, ensuring delivery and submission of budget and forecasts.
- Audit and quality assure works across all aspects of the Heating Services (e.g. servicing, breakdown, renewals) to ensure that work is delivered in a high standard, professional, customer focused and efficient way.
- Ensure that all repairs and maintenance are effectively managed across all of our areas in line with CHP Repairs Policy, and that they are fully compliant in order that compliance, service performance and customer service levels are met.
- Lead resource management and optimisation between the Heating Services to ensure that CHP priorities can be met in an efficient and effective way.
- Manage compliance and regulatory checks across all of our heating systems stock, working alongside Building Safety and Corporate Health and Safety to ensure compliance is achieved.

**What we are looking for**

**Qualifications**
- NVQ Level 3 / Craft Certificate in Domestic plumbing or relevant trade qualification
- Oil engineering related accreditations - OFTEC 10-101, 10-105E, 10-600A
- Gas related qualifications - Domestic: ACS, CCN1, CENWAT, CKR1, HTR1, HWSS1
- Gas Safe Registered

**Experience, knowledge and skills**
- Commercially aware, with excellent contract management and budget control skills.
- Demonstrable experience of delivering compliance requirements in a high regulated environment
- Knowledge and practical experience from within housing, property services or repairs and maintenance sectors demonstrated at a similar level.
- Strong managing and motivational skills with the ability to demonstrate strategic partnerships whilst empowering and engaging highly productive teams.
- A reputation for driving business value and optimising customer outcomes in order to exceed performance targets.
- Demonstrable experience of effective management of an operating budget of +£3 million per annum.
- Expert knowledge, understanding and implementation of a housing zero carbon strategy.

**Benefits**
- The salary for this post will be £54,000 Per Annum
- 25 days annual leave per annum, plus bank holidays and 3 extra days between Christmas and New Year.
- 37 hours per week - employees may be able to work flexibly by agreement with their line manager, taking account of business need. We operate a hybrid working policy at CHP.
- Competitive pension scheme
- Healthcare cash plan
- Learning and development opportunities

We value our people and listen to feedback to ensure we are a great place to work and are able to attract and develop the careers of the best talent in the market.