Thorn Baker Facilities Management
Contracts Manager
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Contracts Manager - Responsive Repairs & Voids
All potential candidates should read through the following details of this job with care before making an application.
Location: North & East London
Salary: £50,000 - £60,000 per annum + Company Vehicle/Allowance + Benefits
Contract: Permanent, Full Time
Hours: 40 hours per week + participation in an out-of-hours emergency/on-call rota
About The Company
This is an exciting opportunity to join an established and growing integrated Facilities Management business with over 20 years' experience in the industry. The business works across a range of sectors including housing associations, build-to-rent, student accommodation, healthcare and residential estates, delivering everything from property maintenance and responsive repairs through to cleaning, grounds maintenance and specialist services.
They have built a strong reputation around being people-focused, responsive and, importantly, doing what they say they are going to do. They are also not afraid of technology. With their own digital platforms, real-time reporting and a real focus on using data to improve service delivery, they are continually looking at smarter ways of working rather than simply doing things because "that's how we've always done it".
They currently manage 300+ sites and have a strong focus on client retention, quality and long-term relationships.
The Opportunity
They are now looking for an experienced Contracts Manager to take ownership of a busy Responsive Repairs, Maintenance & Voids contract across North and East London. This is a hands-on operational role where you will be responsible for the day-to-day running and performance of the contract, leading a multi-trade delivery team and ensuring residents receive a service that is safe, efficient and, importantly, right first time. You will be managing trade operatives alongside schedulers, pricing and customer liaison, so this is definitely a role for someone who enjoys being close to the operation and isn't afraid to get stuck in.
The Role
As Contracts Manager, you will have overall responsibility for the delivery and performance of the contract, including:
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- Managing the end-to-end delivery of responsive repairs and void works across multiple trades
- Ensuring emergency, urgent and routine repairs are completed within agreed timescales
- Managing the operative workforce and resources against fluctuating demand
- Working closely with schedulers to ensure appointments, capacity, materials and workload are effectively managed
- Managing complex repairs, escalations, complaints and disrepair cases
- Ensuring a strong resident-first approach, including appropriate support and communication for vulnerable residents
- Leading, motivating and developing a team of trade operatives and support staff
- Managing recruitment, inductions, training, performance and toolbox talks
- Monitoring contract KPIs and SLAs, identifying areas of underperformance and taking corrective action
- Preparing performance reports and attending regular client contract review meetings
- Managing contract expenditure including labour, materials, vehicles and subcontractor costs
- Ensuring works are correctly priced and valued against the Schedule of Rates (SOR)
- Maintaining strong health & safety, quality and compliance standards
- Managing post-inspections, quality checks and right-first-time performance
- Ensuring accurate and complete data is captured across all systems
- Supporting mobilisation, including TUPE where required
- Identifying opportunities for continuous improvement and efficiencies
- Acting as the day-to-day point of contact for the client and maintaining a strong working relationship
The contract is a high-volume, demand-led service delivering several thousand repairs each year, ranging from emergency make-safe works through to routine repairs and void properties.
About You
We are looking for an experienced Contracts Manager with a strong background in responsive repairs, property maintenance, voids or a similar environment.
You Will Ideally Have
- Proven experience managing a responsive repairs and/or voids contract
- Experience within social housing, housing associations, local authorities, property services or facilities management
- A strong track record of delivering against KPIs and SLAs
- Experience managing multi-trade operatives and operational support teams
- Strong knowledge of building repairs, trade operations and SOR pricing
- Commercial awareness with experience managing budgets, costs and contract margins
- Experience dealing with resident complaints, escalations and complex repairs
- Knowledge of damp, mould and disrepair would be advantageous
- Experience of contract mobilisation and/or TUPE would be beneficial
- Good understanding of health & safety, CDM, safeguarding and relevant compliance requirements
- Strong communication and relationship-building skills
- Excellent organisational and resource-planning abilities
- Confidence using data and management information to drive performance
- Experience using job management, scheduling or CRM systems
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Qualifications
- A relevant trade, construction, housing or management qualification such as HNC/HND, CIH or equivalent experience would be desirable.
- IOSH, SMSTS or an equivalent health & safety qualification is preferred, although a willingness to obtain this will be considered.
- NEBOSH, asbestos awareness and damp & mould/HHSRS training would also be advantageous.
- A full UK driving licence is essential.
What's on Offer?
- £50,000 - £60,000 per annum
- Company vehicle or vehicle allowance
- Company Benefits
- Permanent, full-time position
- 40 hours per week
- Hybrid/agile working alongside office and field-based responsibilities
- The opportunity to take genuine ownership of a high-profile repairs and maintenance contract
- The chance to lead and develop a dedicated operational team
- A growing, forward-thinking FM business with a strong focus on people, technology and service delivery
If you are an experienced Contracts Manager with a background in responsive repairs, voids, social housing or property maintenance and you're looking for a role where you can genuinely make a difference to contract performance, residents and your team, I'd love to hear from you.
Apply today for further information and a confidential discussion about the role.
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