Senior Operations Manager

Job content

The opportunity

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 allowancefor 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.