Department: Facilities Management & Environmental Services
Reports To: Head of Facilities Management (FM) and Environmental Services
Directly Responsible For: Supervisors – Environmental Services
Resource Scheduler – Environmental Services
Hours: 40
Overall team / department purpose
- The Environmental Services Team is responsible for the delivery of a flexible customer facing service that ensures that our business’s neighbourhoods and communal properties are safe, kept to a high standard, compliant and the service is continually improved and maximises value for money.
- This includes the delivery of all applicable statutory and non-statutory compliance and servicing tasks and acting as a focal point for customer engagement at communal properties, proactively reporting on their condition and taking ownership of any remedial actions required.
Key role priorities
- This role is responsible for ensuring the effective delivery of Environmental services, enabling our business to maintain high standards and provide services that meet the expectations of customers.
- This involves the coordination of teams of Environmental Service Operatives (ESOs) to meet all agreed targets, statutory obligations and mandatory health & safety, regulatory and security standards; escalating the risk of non-compliance in a timely manner to ensure mitigating actions can be implemented.
- The role requires the dynamic leadership of the team to deliver its ongoing programme of services and the provision of a reactive service for risk remediation. The manager will maintain a flexible approach to resolving emerging challenges as they arise, through the close liaison with the Assets & Compliance teams for the prioritisation of expenditure.
- The holder is required to ensure that all services are delivered safely, in line with Group requirements, efficiently within budget and to the required standard of quality, adding value at every opportunity.
Key working relationships
- The role directly line manages the Environmental Services Team Supervisors and the Resource Scheduler and has overall responsibility for the Environmental Services team.
- The holder is required to work closely with colleagues across the Property and Customer Insight Directorates.
- External to our business, the holder is required to work with a range of stakeholders and partners, these including external experts, sub-contractors, customers and suppliers.
Main duties & responsibilities
- Manage the Environmental Services team to meet all agreed targets across all Livv Housing Properties and Group offices, with an evidence led approach to compliance and the effective delivery of minor repairs and risk remediation.
- Ensure the delivery of clearly demonstrable value for money services that are maintained within agreed budgetary parameters.
- Regularly review operational productivity and structure the team to maximise performance and efficiency in delivery of the services
- Provide financial performance updates and financial forecasts on a monthly basis to ensure clarity of expenditure and budgetary risks.
- Assist the Head of FM and Environmental services in contributing to the preparation of annual budgets and the investment plan requirements for Communal properties and Group offices, providing evidence-led recommendations.
- Establish a successful and experienced team through the coaching and development of all team members.
- Ensure compliance with all aspects of Health & Safety legislation and internal H&S Management Systems across the team, including in training development and continuous improvement, focusing on the eradication of injuries at work.
- Ensure compliance with all aspects of our business’s Quality Management Systems and business processes across the function.
- 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.
- Assist the FM contracts and compliance team in the management of permits to work and supervising contractor activity on site where applicable.
- 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
- Effective and efficient management of the Environmental Services Team and any use of contractors.
- Delivery of all agreed targets for FM / Environmental Services services across all properties and Group offices.
- Delivery of targeted levels of customer satisfaction through the effective cleanliness and maintenance of communal properties.
- All services provided within agreed budgetary parameters and with evidenced Value for Money.
- Evidenced continual improvement across the delivery of all services and managed contracts, including developments specifically in response to feedback received.
- Compliance achieved across all commissioned compliance areas.
- Monthly performance reported in a timely and accurate manner to inform broader Directorate and Group planning.
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/NVQ4 in a relevant discipline or equivalent relevant experience (E)
Evidence of continuous professional development (E)
IOSH / NEBOSH Managing Safety qualification (E)
Membership of Relevant Professional Body (e.g., IWFM, CIH, CIOB) (D)
Experience
Managing facilities management related contracts (E)
Managing contract budgets and cash flows (E)
Managing operational teams to deliver high performance (E)
Negotiating subcontractor / supplier contracts (E)
Mobilisation of operational contracts (E)
Liaison with internal and external stakeholders to manage neighborhoods (E)
Working with contractors - monitoring and attaining high performance (E)
Working in a similar role in a social housing organisation (D)
Coaching and developing team members (D)
Skills, knowledge & ability
Understanding of cash forecasting and budgetary control (E)
Ability to review operational productivity and implement corrective methods to increase performance (E)
A good understanding of relevant health and safety and broader compliance requirements in relation to facilities/environmental service provision (E)
Excellent communication skills, both written and verbal, to internal and external stakeholders (E)
Ability to use IT systems as appropriate to role and to analyse business critical data to identify issues, successes and trends for reporting (E)
A good understanding of the issues and challenges facing the social housing sector (D)
Personal characteristics
A customer focused strong leader who communicates with clear direction and takes responsibility for own and team outputs (E)
Ability to organise and prioritise work to meet agreed targets and deadlines, ability to delegate effectively and build a cross functional resilient team (E)
Embraces collaboration with other business sections, partners and stakeholders (E)
Proactive commitment to continuous service improvement (E)
Other
Must have own transport (E)
Flexible approach to hours worked (E)
Please click here for further details about our commitment to Equality, Diversity & Inclusion