Operational Support Manager

Our Repairs and Maintenance teams play an important role in delivering our vision of providing great homes and great service. They offer vital support, ensuring that our homes are safe, warm, and dry, and where everything works; Places where our residents are proud to live. 

We are looking for an Operational Support Manager to join our team in Oldham on a full time, permanent basis.

About the role
Reporting directly to the Head of Service for Disrepair, you will provide leadership and operational oversight to a dedicated team, ensuring the robust and compliant management of HHSRS cases in line with Awaab’s Law Regulations.

What we are looking for
We are a customer-focussed organisation, so we know that how we do things is just as important as what we do. You will not only be an experienced manager, but you will also have great customer service skills and a willingness to go the extra mile to get the job done.

Key Responsibilities:

• Provide oversight to ensure the timely and effective management of all HHSRS CRM cases, ensuring full compliance with Awaab’s Law statutory timeframes and internal KPIs, while coordinating closely with regional operational teams to ensure all required works are efficiently planned and delivered.
• Oversee the accurate maintenance of case records across all relevant systems, ensuring information is up to date, auditable, and reflects case progression, actions taken, and adherence to legal response deadlines.
• Lead the team in delivering clear, proactive, and customer‑focused communication to residents, ensuring they are fully informed about identified issues, planned remedial actions, schedules, and expected completion timeframes.
• Ensure all customer data is processed and managed in strict compliance with GDPR requirements, embedding transparency, accountability, and strong data‑governance practices within the team.
• Ensure all written, electronic, and telephone enquiries are addressed within agreed service standards and legislative timeframes, and that all interactions are accurately recorded and reflected within CRM systems.
• Implement, monitor, and continuously improve Health and Safety controls, ensuring robust arrangements are in place to protect residents and staff, particularly where damp, mould, and related hazards present immediate risks.
• Oversee the identification, escalation, and reporting of safeguarding concerns, ensuring all issues are handled in line with organisational policies and that timely, appropriate interventions are triggered.

Skills / Experience

 Essential:

• Proven experience of delivering high quality services in a customer focused environment.
• Experience of leading, managing, developing, and motivating teams to work within agreed performance targets.
• Proven ability to work methodically, follow agreed procedures and accurately record data and information.
• Proven experience of developing services in consultation with customers and stakeholders.
• Ability to work in a fast-paced environment and under pressure.
• Experience of working with scheduling software.
• Experience of working with sub-contractors.
• Excellent organisational and time management skills.
• Microsoft office including Word and Excel.
• Demonstrate the Guinness Behaviours.

    Desirable:

• Experience of Housing and Repairs background

Essential Qualifications

• Educated to A level or equivalent level of competence.

If you are interested in joining us and would like to apply for this role, please review the role profile to view all of the key responsibilities and to ensure you meet the essential criteria.

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