Job Introduction
What you’ll do
As a Repairs Operation Lead, you'll lead the delivery of complex disrepair cases, making sure they are managed effectively, resolved in line with legislative requirements and deliver the best possible outcomes for residents. You'll oversee a team of property professionals, managing the end-to-end disrepair process while maintaining a strong focus on resident experience, safety and compliance.
This role combines technical expertise with strong leadership and customer service skills. You'll work closely with contractors, consultants and colleagues across the organisation to manage high-risk cases, resolve escalations, build effective relationships and drive continuous improvement across NHG's dedicated repairs service.
How you’ll do it
- Lead a team responsible for managing disrepair cases, ensuring high standards of performance, quality and customer service.
- Oversee property inspections, ensuring reports, condition records and supporting evidence are completed accurately.
- Manage contractors, consultants and resources to ensure disrepair projects are delivered on time, within budget and to the required standard.
- Monitor disrepair performance, trends and risks, using data and insight to identify improvements and support strategic decision-making.
- Work collaboratively with operational, assets and places teams to reduce disrepair risk, share learning and improve service delivery.
- Support the management of escalated and high-risk cases, ensuring residents remain informed and that appropriate actions are taken quickly.
- Contribute to budget forecasting, performance reporting and the development of effective monitoring and quality assurance processes.
The ideal candidate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.
Essential:
- Experience in managing a high-performing team within repairs or disrepairs.
- Experience of managing contractors and strong stakeholder management
- Experience managing complex cases, escalations or service issues through to resolution.
- Strong customer focus, with the ability to balance resident needs with operational priorities.
- Good understanding of relevant legislation, statutory requirements and regulatory obligations relating to repairs and disrepair.
- Ability to interpret performance information, identify trends and drive improvements.
Desirable:
- Recognised HND technical qualification e.g. building surveying or member of CIOB
- Relevant building management qualification
- DEA/FRA assessor trained
What’s in it for you?
Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.
Benefits include:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
- Interest free loans - season ticket loan, tenancy deposit loan, and training loan
- Cycle to work scheme.
- Life Assurance x 4 annual salary
All about us
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and 10,000 more in our pipeline and we employ around 1,800 employees.
For more information on what we do and what makes us different please visit:https://group.nhg.org.uk/careers/
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.
To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/
Selection Process
Step 1: If you are interested, please send your application now!
Step 2: Successful candidates will be invited to interview and assessment
Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk.
Should a redeployee apply for this role, their application will be considered before any others.
This post is exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to this post will be conditional upon the receipt of a satisfactory response to a Basic check via Disclosure and Barring Service (DBS).
NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.
