Department: Responsive Repairs
Reports To: Contract Manager – Responsive Repairs and Small Works
Directly Responsible For: No direct reports
Hours: 40
Overall team / department purpose
- The Responsive Repairs & Small Works team is responsible for the delivery of a flexible customer focused responsive repairs service that encompasses day to day repairs and more complex multi-trade repairs.
- The team ensures that all Group properties are kept to a safe, high standard in line with customer requirements, contract specifications and /or Service Level Agreements and that this service is continually improved upon to be most effective as well as being efficient whilst maximising value for money.
Key role priorities
- This role is responsible for the provision of support to the Contract Manager - Responsive Repairs and Small Works and Property Managers - Responsive Repairs and Small Works, to ensure all aspects of this service are delivered on time. This is done by coordinating actions across teams and providing information on tasks that are approaching deadlines for delivery, with the aim of ensuring a timely delivery of repairs to customers and communicating where there are unavoidable delays.
- This also involves reviewing progress on all responsive repairs via the Housing Management system and liaising with the resource schedulers and sub-contractors to ensure jobs are scheduled and completed on a timely basis.
Key working relationships
- The role does not have direct reports and is predominantly required to interact with members of the Responsive Repairs team, ensuring that activities are coordinated so that team objectives and timelines can best be met.
- The holder is also required to liaise with colleagues across our business as required, including to ensure processing of transactions on time to ensure accuracy of repairs records.
- External to our business the holder is required to interact directly with customers and sub-contractors.
Main duties & responsibilities
- Support the delivery of responsive repairs within the agreed timeframes detailed in the Repairs Policy through the coordination of activities across the contract area.
- Regularly review progress of responsive repairs to ensure all jobs are completed on time by escalating jobs approaching deadlines to the appropriate Property Manager.
- Liaise with sub-contractors to ensure that repair dates have been agreed with customers.
- Undertake system housekeeping to ensure cancellation of superseded and duplicate jobs.
- Co-ordinate completion of responses to customer complaints in accordance with the CQC requirements.
- Liaise with customers to ensure they are aware of reasons for unavoidable delays (e.g. sourcing of parts or specialist contractors).
- Respond to enquiries, requests or problems raised by customers to ensure Property managers have provided feedback via meetings, email, letter or telephone.
- Liaise with the Property Services Team and sub-contractors to ensure invoices are processed on a timely basis.
- Continuously aim to provide the best possible customer experience.
- Work closely and effectively with other teams across our business and external partners to improve services and support to customers.
- 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
- Directly contribute to the delivery of routine responsive repairs within 28 days through the coordination of resources and information.
- All supplier invoices processed within 7 days of job completion.
- Coordinate all complaints within targets identified in the complaints policy and ensure all enquiries / communications are dealt with in a timely and effective manner.
- All relevant systems kept continually up to date and accurate.
- Customers kept up to date wherever appropriate.
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
5 GCSEs (Grade 4 or above) including English and Maths or equivalent relevant qualification/experience (E)
NVQ Level 3 or equivalent in a relevant subject (D)
IT/Word Processing Qualification (D)
Experience
Planning, scheduling and organising in a customer focused environment (E)
Dealing with enquiries, including resolution by telephone (E)
Use of Microsoft Office / other relevant software packages (E)
Working in a relevant environment, e.g., property maintenance / social housing (D)
Use of appropriate Housing Management Systems (D)
Skills, knowledge & ability
Ability to organise and prioritise work, including to tight deadlines (E)
Effective verbal and written communication skills with internal and external stakeholders (E)
Good problem-solving skills (E)
Ability to develop effective working relationships with a broad range of internal and external stakeholders (E)
Ability to suggest ways in which service delivery could be improved (E)
Ability to use relevant systems to record, input and extract data (E)
Knowledge of building maintenance technologies and challenges (D)
A good understanding of the issues and challenges faced by social housing customers (D)
Ability to follow financial processes (D)
Personal characteristics
Confident and resilient to work independently and self-motivated to take ownership for assigned tasks (E)
Approachable and highly customer focused (E)
Willingness to be proactive in contributing to the continuous improvement of a quality service (E)
Other
Flexible approach to hours worked (E)
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please contact us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please visit here to read more about Livv inclusive and our approach to equality and inclusion.
Disability Confident
The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.
We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.
Data Protection
We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.
For full details please see our Job Applicant Privacy Policy
If you require any additional support when completing your application, please contact us