Our client is a large local government organisation and looking for an experienced Head of Service to join their repairs department

You will

Deliver all aspects of a responsive housing repairs service including the improvement of empty homes. Includes surveying, works diagnostics, scheduling, contractor management and customer care. Lead service area and work as part of Housing Service Management team.

• Lead and manage the responsive repairs service, ensuring high-quality, timely, and cost-effective delivery of day-to-day repairs and maintenance.
• Develop and implement operational strategies to improve service performance, customer satisfaction, and value for money.
• Oversee service delivery against key performance indicators (KPIs), including response times, completion rates, first-time fix, and tenant satisfaction.
• Ensure compliance with all relevant legislation, regulations, and health and safety standards (e.g., housing standards, H&S compliance).
• Manage budgets effectively, including forecasting, cost control, and identifying efficiency savings without compromising service quality.
• Lead, motivate, and develop multidisciplinary teams, including managers, supervisors, operatives, and contractors.
• Commission and manage external contractors and suppliers, ensuring robust contract management and performance monitoring.
• Drive continuous improvement initiatives, including digital transformation, process optimisation, and service redesign.
• Act as the senior point of escalation for complex complaints, disrepair cases, and high-risk issues.
• Collaborate with other departments (e.g., asset management, housing management, customer services) to deliver a seamless service.
• Ensure strong customer focus, embedding a culture of excellent service delivery and responsiveness to tenant needs.
• Produce and present performance reports to senior leadership, boards, or committees.
• Lead on risk management within the service, identifying and mitigating operational and reputational risks.
• Ensure effective resource planning, including workforce planning, scheduling, and demand management.
• Oversee emergency and out-of-hours repairs services, ensuring resilience and responsiveness.
• Champion equality, diversity, and inclusion within the service and ensure fair access to repairs services.

PLEASE NOTE THIS ROLE IS INSIDE SCOPE OF IR35

THIS ROLE IS HYBRID