Repairs and Maintenance Manager

Recruiter
Look Ahead Care and Support
Location
UK
Salary
Competitive
Posted
30 May 2019
Closes
09 Nov 2019
Ref
1142689862
Sector
Charity
Contract Type
Permanent
Hours
Full Time
Recruiting a Repairs and Maintenance manager to join our Customer Services Department!
GBP 43,500 per annum, 35 hours per week, plus 25 days Annual Leave, Pension Scheme, staff discounts, healthcare and more.
Look Ahead Care and Support is a specialist regulated housing association and provider of tailor-made care, support and accommodation services to people with a wide range of needs, including mental health, homelessness and complex needs, care leavers and young people. The organisation owns and manages a mixed portfolio of properties across London, South East and the Home Counties.
The Role:
Reporting directly to the Head of Customer Services you will be responsible for the leadership and management of our Repairs and Maintenance service and Customer Contact Centre:
- Reactive Repairs and voids maintenance
- Post Inspection
- Repairs Administration and satisfaction
- Customer Contact Centre
As well as, day to day operational and contract performance management of our repairs and maintenance contractors.
You:
- Proven track record of delivering high performing repairs and maintenance services
- Foster a culture of "First time resolution" and "Fix"
- Customer focused and models excellence and can-do-attitude
- Formal technical qualification in building construction or surveying i.e. NVQ, HNC, HND, or comparable experience/CSCS card
- Knowledge of regulatory and statutory compliance regulation
- Experience of contractor and supplier performance management and Key Performance Indicators (KPI's)
- Commercially astute and driven by strong sense of social purpose aligned with Look Ahead's vision and values
The full job description and person specification is included below.
Recruitment Process:
The closing date for this role is 12th May and applicants must include a supporting statement of no more than 1 side of A4.
Telephone interviews will take place on the 15th and/or 21st May and formal panel interviews will take place on the 28th May.
Please note that we have the right to close any vacancy before the advertised closing date if we have received a high number of applications.
If your application for this role is unsuccessful, but we feel that you would be suitable for another role, we may contact you to discuss alternative opportunities. If this occurs you would not need to submit another application for the alternative role.
Job Overview:
Look Ahead Care and Support own and manage a mixed portfolio of properties across London and the Home Counties. The organisation accommodates customers with a range of support needs.
Customer Contact Centre
The Repairs & Maintenance Manager is responsible for delivering a "first point of contact" service for customers, staff, commissioner, stakeholders and members of the public. Fostering a culture of first time resolution for enquiries, requests and complaints, linking customers with relevant departments and duty staff.
Reactive Repairs and Voids
Delivering a responsive and high quality repairs, voids and post inspection service within the agreed budget through to completion. Overseeing the day to day performance of contractors, delivering against KPI's, value for money, quality and customer and Landlord satisfaction.
Acting as a super-user and optimising the teams use of the organisations housing management system to track the end to end, customer contact, repairs and voids process; ensuring data accuracy and integrity.
Managing relationships with contractors, monitoring quality of work and matching and authorising contractor invoices.
Working closely with business leads across operations, housing, customer experience, finance, Health & Safety and asset management to achieve targets and deliver integrated seamless service for customers
Key Responsibilities:
Customer Service
- Foster a culture of " first time resolution", "first time fix" "excellent customer Service" and "Can do attitude"
- Deliver against customer service standards and KPI's
- In conjunction with the Head of Customer Services develop, implement, monitor and report against customer service standards
- Develop and manage business continuity plans and service forecasting e.g. bad weather, business cycle e.g. rent increases etc.
- Respond to all complaints and compensation claims received in relation to the repairs service, in accordance with Look Ahead's policy and procedure
- Develop positive relationships across the directorate and wider organisation and ensure approach is in alignment with the mission, vision, and strategic objectives
- Conduct customer repair satisfaction checks/ surveys, post inspection to ensure value for money
Management & Leadership
- Undertake management of allocated staff ensuring that clear targets are set and regularly reviewed.
- Support skill development within team. Manage performance as required and support any recruitment
- Ensure the service has robust processes, procedures and controls in place- review in response to feedback, incidents and service development plans
- Ensure appropriate cover across all functions; call handling, repairs, voids, inspection and invoice administration
- Investigate and report on service failures and serious incident and identity and implement lessons learnt
- Provide data, information and reports as requested by the Customer Experience Director., Head of Customer Services and the wider business
- Keep up to date (self and team) with legislation and best practice and system changes.
- Attend internal and external meetings or forums to promote Customer Services Department
- Reviewing and implementing Repairs and Maintenance Policy
- Working in partnership with Asset management colleagues to ensure a seamless joined up service
Responsive Repairs & Voids & Post Inspection
- Receive and action maintenance requests for owned, managed or leased properties to include reactive repairs. Monitoring the progress of works orders to including updating, varying, and completing work orders
- Ensure repairs and voids process are updated on CX housing management system at each stage accurately and efficiently
- Ensure that all Health & Safety, statutory and regulatory requirements are met in respect of any repairs and maintenance work undertaken
- Accountable for repairs and voids orders raised, updates and variations, progress updates through to invoice and payment. Ensure full congruence between orders, invoices and payments
- To ensure that Look Ahead's Void procedure and policy is adhered to and properties meet the lettable and living standard
Performance, Contract Management & Value for Money
- Support the management of effective contract compliance :assume day to--day contractor management for reactive repairs and voids; working with the Head of Asset Management
- Prepare and attend contractor contract meetings- collate and produce reports and follow up on actions
- To ensure that all IT systems and databases are updated regularly to provide current and relevant data and work within broader data governance policies
- To be responsible for void and reactive repairs expenditure against budget. Ensure that budgets are regularly monitored, update future anticipated expenditure and assisting in the preparation of budgets.
- Ensure repairs and voids are turn-around within policy timescales and budget envelopes
- Ensure value for money is delivered across all allocated contracts
- To manage the Out of Hours service and be take and deal with issues that cannot be dealt with by the external out of hours service provider
This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead.
Person Specification:
- Approachable and open behaviour
- Highly organised, can work with clear timeframes and good attention to detail
- Passion for collaboration and enjoys working as part of a team
- Creative thinker with a strong problem solver approach
- Contributes to ideas, suggestions that improve the quality of service
- Self motivated and resilient
- Customer -focused
- Inspires trust and confidence of multiple stakeholders
- Flexible and adaptable to suit different people and situation
- Respects, models and promotes confidentiality, fairness and integrity
- Understand technical and complex information
Skills, Knowledge and Experience:
Essential:
Skills & Experience
- Experience of working in a customer focused service environment
- Proven track record of delivering maintenance/reactive repairs and voids programmes/ inspecting and reviewing works and leading multidisciplinary team
- Formal technical qualification in building construction or surveying i.e. NVQ, HNC, HND, or comparable experience/CSCS card
- Experience of managing performance of contractors, consultants, and other agencies and staff
- Experience of budget preparation/ monitoring/applying operational controls and delivery within budget
- Excellent interpersonal skills and the ability to communicate well with customers , external agencies both verbally and in writing
Knowledge
- Good working knowledge of H&S and fire safety in relation to property management and repairs
- Knowledge of regulatory and statutory compliance regulation with being a social landlord
- Understanding of schedule of rates (SOR)
- Knowledge of Building Regulations, British Standards, Approve code of practice, CDM regulations and Health & Safety legislation
Leadership/ Management
- Experience of managing diverse teams and technical staff (3 years +)
- Ability to lead, motivate and supervise staff to achieve targets in pressured environment
- Working collaboratively with other departments to offer a seamless and quality services
Performance
- Experience of interrogating and analysing data/ reports to drive performance, service improvements and resource management
- Strong performance management skills, able to challenge contractors and ensure compliance with contract targets
- Willingness to work outside of normal office hours if necessary
Skills
- Strong IT skills and use of maintenance data bases
- Ability to diagnose issues quickly and effectively whilst working in the best interest of the tenant and Organisation
- Ability to impart technical knowledge to non technical team members an d colleagues as part of their development
Desirable:
- Approved Health & Safety qualification i.e. NEBOSH etc
- Understanding of supported housing/social housing, including regulation
- A Full UK Driving Licence

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