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Senior Operations Manager - Repairs

Yorkshire Housing
Yorkshire, Agile
£57,620 plus £2,000 car allowance per annum
Closing date
1 Nov 2021

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Homes and Asset Management, Asset management, Facilities management, Maintenance / Repair, Project management, Technical services
Salary Band
£30,000 to £60,000, £50,000 - £59,999
Full Time
Organisation Type
Housing association / RP
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Job Details

If you’re a dynamic Senior Operations Manager who has extensive experience in managing a Property Services (Homeworks) team and are ready to take on your next challenge, then maybe this role is what you’ve been looking for.

  • You’ll play a key role in shaping and driving the future of Yorkshire Housing 

  • You can work around the region, when and how you want with our hub, home, roam approach. No need to pick a job you can commute to over the one you really want.   

  • It’s a role with meaning, so you’ll be making a real difference to thousands of customers’ lives with what you do.  


So, what’s this  role all about then? 

We are looking for a dynamic Senior Operations Manager to be the operational  lead on the day to day operations of our  Repairs Team. Your main duties will be the leading a team of senior managers undertaking the  operational delivery of in-house repairs, maintenance and investment and compliance services.  You will work not only to deliver these services, but work with the team to drive service  improvements to ensure customer satisfaction is at the heart of what we do.   


You will also: 

  • Collaborate with colleagues across the wider business to develop and implement joined up operational plans that deliver our Business Strategy.  

  • Take the lead on responding to escalated issues and complaints, working with the team to reduce customer dissatisfaction. 

  • Direct and monitor the performance of external contractors, to ensure that Yorkshire Housing customers receive a high-quality seamless repairs service no matter who is delivering. 

  • Work with the Head of Repairs and Investment Delivery to develop an operational plan and embed strategic objectives. 

  • Provide timely reports and commentary as required to support governance, performance management and the effective co-regulation of our service delivery through committee that hold us to account for performance 

  • Drive and embed a culture of continuous improvement and change. 


And what about us?  

You might think of Yorkshire Housing as ‘just’ a housing provider, but we’re so much more than that. Yes, we own and manage nearly 20,000 homes (and counting) across Yorkshire and make it possible for current and future customers to have a place they’re proud to call home, but we’re also all about making a positive difference in people’s lives. We are transforming our business by investing in people, processes and technology to deliver a consistently great experience for our customers. This role is one of a group of new leadership role that have been created to make this happen. 

Pssst. One of our values is ‘Be Yourself’. We’re passionate about inclusion and we’d love to hear from people from diverse backgrounds for this role. 


The stuff that sets you apart 

You’ll have: 

  • Operational management experience of directing and delivering customer service functions, particularly in a repairs, compliance, voids and investment setting. 

  • A credible and articulate leader and people manager, with experience of inspiring teams towards shared goals and delivering excellent service and high performance.  

  • Knowledge and understanding of the policy issues and practical challenges facing the housing sector, and the regulatory and legal frameworks we operate within. 

  • Know what it takes to build trusting relationships with key stakeholders. 

  • Driven by excellence in customer care and ensuring customer satisfaction in day to day operations and also when things don’t go to plan  


What’s in it for you?

In return we offer £57,620 plus £2,000 car allowance for a 35 hour week with 25 days annual leave (raising annually to 30 days) plus Bank Holidays. 

We also provide a fantastic reward package to suit everyone –a variety of amazing discounts via PerkBox, a great Healthcare cash plan called Health Shield and a contributory pension scheme where we will match your contributions up to 9%!  As well as our great benefits and a fantastic work environment, we’re absolutely a company that cares about its employees and its customers. 


We also promote a flexible working culture, as long as these fit in around the needs of your role. So you don’t need to take a day off to do that parent child reading class or take your pet to the vets or to do both! But talk it over with your manager, to make sure it fits in around what you need to do and meet business needs. 


The finer print 

Please review full requirements on the attached role profile 

If you are applying for this role internally you must inform your current line manager. 

This is agile position and in line with our hub, home and roam strategy, you do need to be able to commute around Yorkshire regularly for face to face collaboration and to meet business requirements.


We are Yorkshire Housing by name and Yorkshire is our focus. We own and manage nearly 20,000 homes – and are developing thousands more.


Our vision is making it possible to have a place you're proud to call home


You might think of Yorkshire Housing as ‘just’ a housing provider, but we’re so much more than that. We’re here to make a positive difference in people’s lives. So, as well as owning and managing nearly 20,000 homes (and counting) across Yorkshire, we also:


  • Offer money and tenancy coaching  
  • Help older customers live at home independently  
  • Adapt homes to match the needs of our customers   
  • Carry out repairs and replace items before things go wrong  
  • Provide antisocial behaviour support  
  • Get involved with work in the community  



Our five priorities that will help us achieve our vision are:


Great Customer Experience 


We’ll listen to customers and use what we know about them to shape our services. Oh, and we’ll provide extra support where it’s needed. 




Homes and Places to be Proud of  


We’ll create homes that people want to live in. 


- Quality  


- Safety 


- Affordability 


We’ll also be kind to the planet and aim to be one of the first UK housing associations to stop using gas heating and hot water systems.






We’ll deliver 8,000 new homes by 2030. They will be energy efficient, sustainable and affordable to live in. We’ll also refresh our Help to Buy and social and affordable rented options. 


We’ll achieve these priorities by focusing on being:  




Employer of Choice 


We’ll lead the way and make a name for ourselves as an employer. We’ll give you the right support and tools to succeed, plus a package full of benefits.




Strong, Resilient and Innovative Business 


We’ll invest in all the right things, from our ICT to our people. This will make us stronger, helping us to make a difference to our customers and be a business that people want to work for and with. 


Find Us
0113 825 6000
The Place
2 Central Place
West Yorkshire
LS10 1FB
United Kingdom
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