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

• Manage and support customer service, scheduling and operations teams.
• Oversee reactive repairs, planned maintenance (PPM) and commercial works.
• Monitor engineer schedules, outstanding jobs and follow‑on works.
• Ensure housing association SLAs and KPIs are consistently achieved.
• Manage escalated customer complaints and client relationships.
• Oversee quotations, purchase orders, costs, WIP and invoicing.
• Produce operational reports and monitor performance using Excel.
• Improve processes and ensure smooth day‑to‑day operations.
• Liaise with engineers, contractors, housing associations and commercial clients.
• Participate in an out‑of‑hours escalation rota.

Requirements

• Previous operations or team management experience within social housing repairs, property maintenance, facilities management or building services.
• Experience managing scheduling, customer service or repairs teams.
• Good understanding of reactive maintenance, PPM and plumbing, heating or M&E services.
• Strong knowledge of SLAs, KPIs and operational performance.
• Excellent communication, leadership and problem‑solving skills.
• Commercial awareness, including quotations, costs and budgets.
• Strong Microsoft Excel and reporting skills.
• Full UK driving licence

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