Reactive Repairs Manager

Reactive Repairs Manager

We provide maintenance and repair services to residential properties across the Guildford Borough area. Our workstreams include emergency, urgent and routine responsive repairs, planned works and other maintenance activities instructed by the client.

We are seeking a conscientious, enthusiastic and experienced Reactive Repairs Manager with a positive, solutions-focused approach. Applicants must have a strong background in housing maintenance and repairs, with experience as a supervisor or manager. The postholder must maintain a professional appearance and attitude and act politely and courteously at all times.

All contract employees are required to pass a Disclosure and Barring Service (DBS) check.

Key Responsibilities

• Take primary responsibility for the safe, efficient and timely delivery of emergency, urgent and routine responsive repairs from initial receipt through allocation, attendance, completion and closure.
• Manage the daily repairs operation with the Resource Controller, Helpdesk and Supervisors, ensuring work is correctly prioritised, appropriately resourced and delivered within contractual service-level timescales.
• Maintain effective control of work in progress, reviewing emergencies, overdue, approaching-target and high-risk orders and taking prompt action to prevent or recover service failures.
• Ensure the job management system contains accurate and current information, including appointments, operative notes, variations, follow-on works, access attempts and satisfactory completion evidence.
• Manage the availability, allocation and productivity of directly employed trades and subcontractors, ensuring the correct skills and resources are available to meet routine, seasonal and peak demand.
• Monitor and improve appointment keeping, first-time completion, productivity, work quality and customer service, addressing delays, repeat visits, recalls and other performance concerns.
• Maintain effective communication with residents and Guildford Borough Council, providing timely updates on appointments, delays, priority cases, operational performance and recovery actions.
• Ensure Supervisors, operatives and subcontractors work safely and comply with contractual requirements, approved RAMS, permits to work and site-operating procedures.
• Escalate repairs involving significant hazards, vulnerability, disrepair, complaints or potential Awaab’s Law requirements.
• Line-manage allocated Supervisors and support the recruitment, induction, performance management, coaching and development of employees and subcontractors while promoting a positive health and safety culture.
• Work collaboratively with the Planned and Compliance Repairs Manager and provide reciprocal cover when required.
• Participate in the out-of-hours management rota and deputise for the Contract Manager when required.

This is not an exhaustive list of duties. Above all, the postholder must be flexible and contribute fully within their capabilities to support the achievement of contractual and organisational objectives.

Skills Required

• Ability to support, coach and motivate a team.
• Strong interpersonal skills with the ability to communicate professionally at all levels and confidently challenge and be challenged.
• Organised approach to work, case management and time management.
• Practical, solutions-focused approach to health and safety.
• Proficient in Microsoft Office and job management systems, including accurate use of performance trackers.
• Ability to record and analyse information, identify trends and address recurring issues.
• Collaborative team player who shares experience and learning.
• Ability to work effectively under pressure and deliver work to statutory, contractual and locally agreed timescales.
• Proactive approach to identifying and addressing personal development needs.
• Self-managing and self-motivated, with sound prioritisation, judgement and problem-solving skills.
• Sound knowledge of materials, methods and technical standards used within the housing maintenance and construction industry.

Qualifications

• NVQ Level 2 or equivalent in a relevant trade or construction discipline – Essential
• IOSH Managing Safely or equivalent – Essential
• SSSTS Health and Safety or equivalent – Desirable

Experience

• 2+ years’ experience supervising housing maintenance repairs, planned works or project works – Essential
• 3+ years’ line-management experience – Essential
• 5+ years’ relevant trade or housing maintenance experience – Desirable