Department: Empty Homes
Reports To: Contract Manager – Empty Homes
Directly Responsible For: Operatives
Overall team / department purpose
- The Empty Homes team is responsible for the refurbishment of properties to our business’s Empty Homes standard in accordance with the contractually agreed timescales and budget.
Key role priorities
- This role is responsible for the operational management of Empty Homes refurbishment for our business.
- This involves the provision of an efficient and effective service whilst ensuring that Health & Safety standards are maintained.
Key working relationships
- The role directly line manages Operatives and is required to directly contribute to the development of a high performing team that meets and exceeds set objectives.
- The holder is required to work closely with the Contract Manager to understand and deliver the highest standards of performance and to lead by example to create a culture of customer excellence and responsibility.
- The role liaises with subject matter experts across the Property Directorate to ensure consistent standards are delivered in all homes.
- The role also involves working with other teams across our business, particularly including Assets, Customer Insight, Health & Safety and Finance
- External to our business, the holder is required to coordinate work at site level, liaising with customers, materials providers and managing sub-contractors as appropriate.
Main duties & responsibilities
- Regularly visit sites to ensure properties are refurbished to the required standard within the agreed timeframes.
- Be responsible for managing the team’s performance, implementing and embedding working practices that enhance customer experience.
- Meet or exceed agreed customer satisfaction levels and provide continual innovation and improvements for the overall customer experience.
- Where appropriate manage sub-contractors to achieve on time delivery.
- Ensure each operative is utilised to optimise productivity/profitability against targets.
- Ensure that all relevant business objectives are managed, and all contractual obligations met.
- Identify and mitigate real and potential risks to team outputs by informing the Contract Manager – Empty Homes and updating the risk register where appropriate.
- Ensure pre and post inspections of works are undertaken, and data is updated accurately and in a timely manner.
- Identify any structural or technical issues that require specialist support and escalate to the relevant Contract Manager.
- Identify and mitigate real and potential risks by following group processes.
- Coach, mentor and develop apprentices and ensure that operatives are also coaching and supervising apprentices.
- Ensure that relevant information regarding all aspects of compliance is provided to relevant parties in a timely manner in respect of current legislation, regulations and Group policies.
- Provide regular updates on performance to the Contract Manager – Empty Homes and deputise in their absence where appropriate.
- Ensure compliance with all aspects of Health & Safety legislation and internal Health & Safety management systems, embedding a safe work environment.
- 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 management and coordination of team and sub-contractors where appropriate, ensuring that all resources are managed to achieve the most effective and efficient service and with works being planned and scheduled so as to be completed to specified standards and within agreed budgets and timescales.
- Contracts delivered to budgeted turnover and margins and with all contractual obligations met.
- Continual review of team productivity, ensuring targets are achieved.
- Works completed on a ‘right first time’ basis; defect works against original survey kept within a 5% tolerance level.
- All key performance indicators met or exceeded in line with contract measures.
- All incidents, near misses, non-compliance and potential risks identified and reported in an appropriate and timely manner.
- Ky to Key times met or exceeded and with evidence of ongoing service improvements.
- Data reporting on performance provided in a timely and accurate manner.
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
NVQ Level 2/3 or equivalent in a trade (E)
Site Management Safety Training Scheme (SMSTS) (E)
Evidence of continuing professional development (D)
Team supervision qualification relevant to role or equivalent experience (D)
Experience
Supporting, coaching and developing a team to deliver quality led services (E)
Auditing performance and quality of team members (E)
Carrying out a range of inspections, including surveys to deliver different work elements (E)
Management and control of budgets (D)
Skills, knowledge & ability
Good verbal and written communication and interpersonal skills, including the ability to develop effective working relationships with own and other teams as well as external relationship management (E)
Ability to complete pre and post work inspections on works ordered for contracts (E)
Understanding of profit and loss in respect of works being completed (E)
Ability to identify and make improvements to the performance of service delivery by the team (E)
An understanding of practical Health and Safety supervision, delivering accident-free environments (E)
Ability to bring a commercial awareness to team activities (E)
A good understanding of the issues and challenges faced by the social housing sector (D)
Personal characteristics
Takes ownership & accountability for own role and for team outputs; driven to achieve results and continually improve upon delivery (E)
A methodical and consistent approach, driven by producing work of a high standard with great attention to detail and with a highly customer focused approach (E)
Strong organisational, time management and planning skills to prioritise work to deliver to agreed deadlines, including working under pressure (E)
Willingness to be proactive in the continuous improvement of a quality service (E)
Other
Flexible approach to hours worked (E)
Full UK driving license required and company vehicle provided (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 email 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