Social Housing Operations Manager

B2B Commercial & Social Housing Operations Manager

Location: Harrow, London Salary: £35,000–£45,000 DOE Job Type: Full-time, Permanent | Office-based

About the Role

We are recruiting for an experienced Operations Manager to join a growing plumbing, heating and building services company in Harrow.

This is a hands-on management position overseeing office-based operations across social housing maintenance contracts and B2B commercial clients.

You will manage teams, coordinate repairs and maintenance services, monitor operational performance and ensure excellent service delivery.

Key Responsibilities

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Manage and support customer service, scheduling and operations teams.

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Oversee reactive repairs, planned maintenance (PPM) and commercial works.

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Monitor engineer schedules, outstanding jobs and follow-on works.

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Ensure housing association SLAs and KPIs are consistently achieved.

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Manage escalated customer complaints and client relationships.

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Oversee quotations, purchase orders, costs, WIP and invoicing.

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Produce operational reports and monitor performance using Excel.

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Improve processes and ensure smooth day-to-day operations.

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Liaise with engineers, contractors, housing associations and commercial clients.

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Participate in an out-of-hours escalation rota.

Requirements

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Previous operations or team management experience within social housing repairs, property maintenance, facilities management or building services.

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Experience managing scheduling, customer service or repairs teams.

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Good understanding of reactive maintenance, PPM and plumbing, heating or M&E services.

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Strong knowledge of SLAs, KPIs and operational performance.

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Excellent communication, leadership and problem-solving skills.

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Commercial awareness, including quotations, costs and budgets.

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Strong Microsoft Excel and reporting skills.

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Full UK driving licence