Department: Assets
Reports To: Head of Assets
Directly Responsible For: Coordinator – Assets
Hours: 37
Overall team / department purpose
- The Asset team is responsible as Landlord for investment, repairs and maintenance of our business’s homes and communal spaces.
- The team headed up by the Manager – Assets (Repairs & Maintenance) is responsible for the delivery of our business’s responsive, gas and electrical repairs services.
- The team headed up by the Manager – Assets (Facilities Management) is responsible for non-compliance related facilities management (FM) services and estates services activity.
- This involves the provision of technical and quality assurance related surveys to enable the highest levels of customer service to be achieved.
Key role priorities
- This role has overall responsibility for the contract management of facilities management services in communal spaces and commercial properties.
- This involves ensuring the effective management of our approach to facilities management services to meet or exceed our obligations in compliance with the Neighbourhood and Community Standard (2015) and associated Estates Services Policy.
- The holder is responsible for ensuring that all facilities services are completed on target against all key performance indicators and that the FM budget is controlled and effectively managed.
- The holder is also required to conduct trend analysis and regular reviews of schedule of rates usage to ensure delivery is providing value for money and to ensure that the team are providing expert surveys and customer service is of the highest standard.
Key working relationships
- The role line manages the Coordinator – Assets and is required to work with colleagues across the Property and Customer Insight Directorates and to interact with other teams as appropriate.
- External to our business, the holder is required to work with a range of stakeholders and partners, these include external experts, sub-contractors and suppliers.
The holder is also required to lead on customer enquiries, complaints and MP enquiries relating to the service area.
Main duties & responsibilities
- Effectively contract manage facilities services by monitoring performance of Livv Maintenance and any other contractors instructed to undertake works on behalf of our business.
- Prepare specifications and schedules and programmes of work; Issue works orders and monitor quantity, progress and quality of works on site.
- Be responsible for the accuracy of the FM matrix to ensure the correct service charge billing to customers.
- Manage the billing related to all utilities and council tax.
- Manage the delivery of a range of building surveying inspections to ensure the accurate and cost-effective diagnosis of repairs defects and the works required to rectify them.
- Use quality assurance survey information to identify trends and evidence projects to tackle any areas under performing.
- In conjunction with Risk & Insurance, co-ordinate surveys for property related insurance claims.
- Take the lead on all relevant facilities related complaints; work with the Customer Feedback, Planning and Customer Insight teams to ensure that complaints are handled within target timescales and to a satisfactory conclusion for customers.
- Act professionally and responsibly as a representative of our business when dealing with third party and customer enquiries.
- Assist in the review of all repairs related policies and procedures.
- Ensuring that customer complaints relating to Property are adequately investigated and resolved, that response time targets are met, and that learning from complaints is recorded and used to continually improve service delivery and the customer experience – including working collaboratively with other teams and directorates to achieve these aims where necessary
- Complete any other tasks as commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
- All KPIs relating to facilities services and property surveying meet or exceed target.
- Facilities service delivered on budget and with demonstrable Value for Money.
- All complaints dealt with within timescales and with a minimum number of complaints escalated to stage 2.
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re open to feedback at all times, as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague and third-party data
- is guided by our policies, procedures and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
E - Essential criteria / D - Desirable criteria
Education & Qualifications
HND/HNC or equivalent in relevant field or recognised trade qualification / or equivalent relevant experience (E)
Membership of relevant professional body (e.g. CIH, RICS, IWFM, CIOB) (D)
Evidence of continuous professional development (D)
Experience
Contract managing a facilities service on budget and to agreed timescales (E)
Monitoring spend and accurately profiling budgets to reflect service delivery (E)
Monitoring performance of projects or programmes of works relative to Key Performance Indicators (E)
Dealing with customer complaints at an operational level and successfully resolving them (E)
Working with contractors - monitoring and attaining high performance (E)
Use of relevant systems including assets, housing management and procurement (E)
Managing a team of property surveyors working in a social housing environment (D)
Working in social housing environment in a contractor or client capacity (D)
Skills, knowledge & ability
Successful use of business analysis techniques to identify trends in the repairs service to improve processes (E)
Ability to resolve customer complaints in collaboration with the contact centre and partner contractor teams (E)
Strong interpersonal, relationship building and supervision skills. Ability to foster solid internal and external working relationships at all levels (E)
Ability to investigate and produce plans to resolve any underperformance in relation to key performance indicators (E)
Excellent communication skills, both written and verbal, to internal and external stakeholders (E)
A good understanding of the issues and challenges facing the social housing sector (D)
Personal characteristics
Confident to have difficult conversations with contractors on issues relating to performance and timescales (E)
Ability to make difficult decisions and remain calm under pressure (E)
A methodical and consistent approach, driven by producing work of a high standard with great attention to detail (E)
Strong organisation and planning skills and able to prioritise work to ensure high quality and cost effective delivery to agreed target dates (E)
Driven to achieve results and to continually improve upon delivery (E)
Embraces collaboration with other Group functions and partner contractors (E)
Other
Ability to travel independently (E)
Flexible approach to hours worked (E)
Please click here for further details about our commitment to Equality, Diversity & Inclusion