Matthew Cooke
Rotherham
Summary
Senior operations leader with 25 years of experience in social housing, specialising in end-to-end voids management and largescale repairs service transformation. Demonstrated success in reducing void turnaround times, enhancing customer satisfaction, and leading high-performing teams across multiple regions focused on improved productivity.
Expertise in strategic planning, budget management, and performance reporting, with a proven ability to influence senior stakeholders and ensure operational consistency.
Recognised for building strong relationships and driving sustainable improvements aligned with corporate objectives and contract targets.
Overview
29
29
years of professional experience
Work history
Senior Operations Manager
Fortem
, Stratford
2025.02 - Current
- Senior Operations Manager leading the end‑to‑end delivery of a multi‑million‑pound repairs and voids service across the Orbit contract in the Midlands, ensuring performance, quality and operational excellence.
- Accountable for driving performance improvement across voids and repairs, ensuring optimised turnaround times, robust cost control, high service quality, and strong customer satisfaction scores.
- Manage senior operational teams and ensure delivery against KPIs and contractual obligations.
- Build and maintain strong client relationships, acting as a key operational lead focusing on both operational performance and internal ready to let targets.
- Use performance data and insight‑driven metrics to shape strategic decision‑making, optimise productivity, and strengthen the effectiveness of internal delivery teams and supply chain partners.
- Lead responsibility for budget oversight and subcontractor expenditure, driving regional profitability through strong financial management and partnership working with commercial colleagues
- Lead senior leadership site visits, overseeing comprehensive health and safety audits and providing assurance on inspection quality across operational sites.
- Drive and support the delivery of our contractual social value programme, ensuring it remains targeted, high‑impact, and fully aligned with delivering tangible benefits for customers and the wider communities we serve.
- Serve as an active mentor and coach within Fortem’s leadership programme, promoting skills development and supporting the introduction of new talent to strengthen capability across the construction sector.
- Drove a 25% reduction in work‑in‑progress repairs through improved workflow management, performance oversight and operational efficiency.
- Delivered a 15% reduction in subcontractor reliance by improving void delivery performance, enhanced in‑house team productivity resulting in a reduction of 4 FTE, and increased service quality to 98.9% customer satisfaction
Operations Manager
Fortem
, North West
2019.04 - 2025.02
- Managed multi‑contract operations across Onward, Great Places, Johnnie Johnson and Sanctuary, ensuring consistent, high‑quality service delivery across all portfolios.
- Held full responsibility for performance across voids, repairs and estates services, driving operational excellence and service improvement.
- Delivered sustained improvements in void turnaround times and repairs performance, contributing directly to operational efficiency and customer outcomes.
- Identified bottlenecks, implemented solutions, increased productivity.
- Analysed performance metrics, identified areas for improvement in operations management.
- Streamlined supply chain processes to reduce procurement cycle time.
- Created a collaborative work environment for positive team dynamics across client/contractor.
- Reduced overhead costs through efficient resource allocation and budget management.
- Played a key role in reducing rent loss by strengthening void processes and turnaround management.
- Led teams through all stages of the contract lifecycle, including mobilisation, steady‑state delivery, transformation and demobilisation.
- Acted as the senior operational lead during contract closure, working closely with directors to ensure a smooth, compliant and risk‑free exit.
- Led the integration and TUPE transfer of teams into other contracts, ensuring a seamless transition, legal compliance and positive colleague experience, while maintaining service continuity.
- Achieved TSM repair satisfaction scores consistently above 90%, demonstrating strong performance and customer confidence.
- Designed and implemented training to further develop staff based on business goals.
Supervisor / Mobilisation Lead
Fortem
2016.01 - 2019.04
- Drove productivity, quality improvements and enhanced performance across voids and repairs teams.
- Played a key role in mobilising new contracts, overseeing team onboarding and embedding robust operational processes.
- Developed team capability, coaching colleagues into leadership pathways and strengthening succession planning.
- Established strong, trusted client relationships during the early phases of contract delivery.
Plumber/Superviser
Fortem/Wilmott Dixon
, Rotherham
2010.01 - 2016.01
- Delivered responsive repairs and planned works across housing contracts
- Progressed into supervisory responsibilities, supporting operational delivery and compliance
- Undertook additional responsibilities including WIP management, safety inspections, and out-of-hours service delivery
- Recognised through internal awards and nominations for performance and contribution
Plumber
Rotherham Metropolitan Borough Council
1997.01 - 2010.01
- Completed an apprenticeship, achieving NVQ Level 2 & 3 in plumbing.
- Supported delivery of repairs, voids, and planned works across social housing stock.
- Guided apprentices in achieving successful qualifications and career progression.
Education
NVQ Level 3 - Plumbing
Apprenticeship
RotherhamNVQ Level 2 - Plumbing
Apprenticeship
RotherhamGCSEs -
English,Math,Science
RotherhamSkills
- Emergency first aid (Level 2)
- Asbestos awareness and non-licensable works
- Legionella awareness
- Manual handling
- Face fit testing
- Cat and genny training
- Service excellence training
- Management training
- Regulatory compliance knowledge
- Supply chain modelling
- Risk mitigation techniques
- Crisis resolution
- Data analysis and interpretation
- Leadership competence
- P and L management
- KPI development and tracking
- Logistics management
- Capacity planning
- Employee development
- Financial Forecasting
- Process mapping
- Budgetary control
- Operational oversight
- Performance monitoring
- Strong communication
- Procurement expertise
- Cost-reduction strategies
- Deadline-driven
- SOP's
- Training and mentoring
References
References available upon request.
Timeline
Senior Operations Manager
Fortem
2025.02 - Current
Operations Manager
Fortem
2019.04 - 2025.02
Supervisor / Mobilisation Lead
Fortem
2016.01 - 2019.04
Plumber/Superviser
Fortem/Wilmott Dixon
2010.01 - 2016.01
Plumber
Rotherham Metropolitan Borough Council
1997.01 - 2010.01
NVQ Level 3 - Plumbing
Apprenticeship
NVQ Level 2 - Plumbing
Apprenticeship
GCSEs -
English,Math,Science