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Bristol, Bristol City (On-site)
£37,000 - £40,000 per year
Full-time
Temporary (12)

Actively Interviewing

This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!

Job description

About We Care Home Improvements (WECHI) 

​WE Care Home Improvements (WECHI) is a well-established home improvement agency dedicated to helping older, disabled and vulnerable people live safely, independently and with dignity in their own homes. Working across Bristol, Bath & North East Somerset (B&NES) and Gloucestershire, we deliver vital minor adaptations, ramp installations and handy person services funded by commissioners as well as self-funded customers.

We are now seeking a dynamic and experienced Head of Handy Person Operations to lead our Customer Service and Maintenance Technician teams. Reporting directly to the CEO, this is a pivotal leadership role with overall accountability for service delivery, operational performance and growth across our Handy Person contracts. You will ensure seamless coordination between frontline support and technicians on the ground, shaping an outstanding customer experience from first contact to job completion.
 

​Abou the role 

What you'll do 

  • Lead and manage the Customer Service Team (including the Deputy) and Maintenance Technician Team, ensuring high performance and collaboration.
  • Oversee the effective delivery of minor adaptation services across Bristol and B&NES, and the ramp service in Gloucestershire, meeting commissioner requirements and service standards.
  • Manage end-to-end workflow between customer service and technicians, ensuring timely scheduling and efficient job completion.
  • Take ownership of service performance, financial targets (cost, income, volume) and budget management, monitoring and explaining variances.
  • Drive continuous improvement, resolving operational and health & safety challenges alongside the Head of Service Delivery and Senior Technical Officer.
  • Oversee risk assessments, method statements and staff training to ensure safe, compliant working practices.
  • Own and manage key operational systems (including EPIX), phone system settings, stock control, fleet compliance (DVLA checks, insurance, MOTs) and supplier relationships.
  • Lead pricing reviews and ensure best value from suppliers and partners.
  • Manage complaints from start to resolution, ensuring a positive customer outcome.
  • Represent WECHI at commissioner meetings and stakeholder events, maintaining strong relationships with partners including housing associations and commissioners.
  • Lead data collection, ED&I reporting and performance analysis to inform business planning and growth.
  • Identify and develop new Handy Person service opportunities, supporting regional growth and innovation.

Who we're looking for

  • An experienced operational leader with a track record of managing service delivery teams.
  • Strong financial and commercial awareness, with experience managing budgets and performance targets.
  • A confident communicator who can build effective partnerships with commissioners, stakeholders and suppliers.
  • Highly organised, with the ability to manage multiple operational priorities while maintaining attention to detail.
  • A collaborative leader who motivates and supports teams to deliver high-quality, person-centred services.
  • Committed to health & safety, compliance and continuous improvement.
  • Passionate about delivering services that promote independence, wellbeing and dignity.

​​Why join us?

  • Make a tangible difference in the lives of older and vulnerable people across our region.
  • Be part of a collaborative, supportive and flexible work environment where your leadership truly matters.
  • Help shape and grow an essential community service with real impact.
  • Receive a competitive salary (£37,000 – £40,000 depending on skills and experience) plus generous benefits and development opportunities.
  • Work directly with senior leadership, influencing strategy and service innovation.

​Additional information​​

  • To download the full Job Description and Person Specification: Head of Handy Person Operation JD_2025.pdf
  • ​To apply, please submit your CV and a supportive statement (not more than two pages) telling us why you are the right person for this role.
  • Application deadline: Sunday 15 March 2026 (11:30pm)
  • Please note: We reserve the right to close this advert early if sufficient suitable applications are received. Shortlisting will take place on a rolling basis, and early applications are strongly encouraged.
  • Interviews: Week commencing 16 March (mid-end week) and beginning of week commencing 23 March.

Disclaimer: ​We Care Home Improvements is unable to offer sponsorship or take over the sponsorship of employment visas at this time. All applicants must have the permanent right to work in the UK without restriction.

Application resources
Organisation
WE Care Home Improvements View profile Organisation type Non Charity Employer Company size 51 - 100
Posted on: 18 February 2026
Closing date: 15 March 2026 at 23:30
Job ref: HOHPO2026
Tags: Customer Service, Governance / Management