Operation Support Manager - Maternity Cover

Operation Support Manager

£39,000 - £40,000

Feltham

13 Months Maternity Cover

Hours
- Mon
- Friday 7.30am - 4.00pm

Lampton Services is a division of the Lampton Group of companies, a Local Authority Trading Company wholly owned by the London Borough of Hounslow (LBH). The business is split into three distinct entities, Recycle 360, Green space 360 and Coalo.

We provide a range of services, commissioned by LBH, for residents in the borough. From collecting recycling and waste, to maintaining parks, repairing and upgrading homes to managing allotments, Lampton Services is at the heart of the Hounslow community working every day to make it a great place to live. We also have a number of commercial teams, providing specialist services to businesses with any surplus we make through these activities being returned to the council for investment locally.

Businesses engaging our services can be assured that they are contributing true social value to our community.

Operational Support Services are continuing to develop, and this role plays a key part in supporting the effective delivery of our planned, reactive, adhoc and commissioned work streams.

The Operational Support Manager will lead and coordinate the operational support function, overseeing planning and administration functions to ensure services are delivered efficiently, compliantly and to a high standard.

You will manage a team for the coordination of planned programmes, ad-hoc commissioned works and day-to-day operational activity from instruction through to completion, ensuring workloads are planned effectively, priorities are managed and communication with residents, leaseholders and clients remains clear and proactive.

Working collaboratively with internal teams, contractors, suppliers and clients, you will build strong working relationships that support effective service delivery, performance management and customer satisfaction.

You will oversee the administration, planning and tracking of repairs, maintenance and planned works across the housing portfolio, ensuring jobs are accurately raised, monitored and communicated through internal systems and the CRM.

You will ensure that operational data, case management and performance information is maintained accurately within systems to support reporting, compliance, complaint resolution and continuous service improvement.

• Lead and manage the day-to-day Operational Support function, ensuring planners, leasehold administrators and support staff deliver effective administrative and operational support services in line with business requirements, contractual obligations and service standards.
• Provide line management, leadership and support to planners, and operational support staff, including regular one-to-one meetings, performance management, wellbeing support, absence management, coaching and workload prioritisation.
• Act as the primary operational point of contact for internal stakeholders, clients, leaseholders, contractors and suppliers, ensuring enquiries, issues and escalations are managed effectively and resolved in a timely manner.
• Work closely with Heads of Service, Service Managers and operational teams to support the efficient delivery of planned, reactive and commissioned work programmes.
• Monitor team performance, workloads and service delivery, producing accurate management information, KPI reports and operational updates to support performance monitoring and decision-making.
• Lead the coordination commissioned and non-core commissioned works and operational activities
• Oversee the effective management of complaints and customer communications through the CRM or Gov Serv system, ensuring timely responses, accurate record keeping…