Department: Assets
Reports To: Manager – Assets (Facilities Management)
Directly Responsible For: No direct reports
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 is responsible for co-ordinating repairs and facilities services activity and the provision of support to the Manager – Assets (Facilities Management) and Manager – Assets (Repairs & Maintenance) in respect of our business’s communal and commercial spaces.
- This involves effectively managing the work items, scheduling customer appointments, co-ordinating energy and council tax billing and providing information in support of FM performance monitoring and facilities services.
- The holder is required to keep accurate records of FM costs and services, photographic survey evidence and HHSRS (Housing, Health + Safety Ratings System) issues raised from stock condition surveys.
Key working relationships
- The role involves the co-ordination of activity across the Assets team (repairs maintenance and facilities) and is required to work with colleagues across the Property and Customer Insight Directorates and to interact with other teams across our business as appropriate.
- External to our business, the holder is required to co-ordinate customer enquiries, complaints and MP enquiries relating to the service area and to interact with other external stakeholders, including when attending meetings and in making payments of bills.
Main duties & responsibilities
- Co-ordinate repairs, facilities and estate services activity by ensuring all work items are actioned, monitored, updated and completed.
- Raise jobs and purchase orders and administer the process of procuring services, ensuring the budget can be effectively monitored and services are delivered in line with Financial Regulations.
- Co-ordinate appointments for surveys and inspections, ensuring customers are kept informed and the optimum number of surveys are completed daily.
- Ensure the FM matrix is up to date and accurate, including adding new properties or services as required.
- Ensure the timely processing of all council tax and utility bills.
- Support the Head of Assets, Manager – Assets (Repairs & Maintenance) and Manager – Assets (Facilities Management) in collating budget and performance related data that can be used to accurately report performance and spend.
- Ensure that data from all surveying activity is accurate, up to date and saved in the correct locations.
- Arrange, attend and take minutes in contract management meetings with internal and external stakeholders.
- 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
- Works items actioned and completed on time.
- Optimum number of surveys completed to make best use if available resources.
- All works raised and paid for in accordance with Financial Regulations.
- Customer enquiries and complaints handled in a timely and appropriate manner, escalating as required to ensure resolution.
- FM matrix and other relevant data continually kept accurate, up to date and in our systems.
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)
Experience
Attending meetings, taking minutes and arranging diaries for future meetings (E)
Working with excel and other Microsoft packages to manage, monitor and record key information (E)
Working in a customer focused post, dealing with enquiries and sharing information (E)
Use of relevant systems including assets, housing management and procurement (E)
Working within a social housing environment, engaging in facilities or asset related activity (D)
Working as part of a team managing the delivery of repairs, maintenance and facilities services (D)
Skills, knowledge & ability
Ability to adhere to strict timescales when undertake a variety of activities (E)
Ability to present information in a clear and usable format (E)
Ability to manage appointment schedules for multiple surveyors in a busy and target led environment (E)
Strong communication skills, both written and verbal, to customers, internal and external stakeholders, including the ability to handle customer complaints, escalating appropriately (E)
Ability to work independently while staying organised and motivated to complete set tasks (E)
A general knowledge of facilities management and repairs service requirements in a social housing environment (D)
Ability to use financial systems/processes in line with Financial Regulations (D)
Personal characteristics
Able to demonstrate ability to work on own initiative as well as part of a team (E)
A highly customer focused approach (E)
A methodical and consistent approach, driven by producing work of a high standard with great attention to detail (E)
Good organisation and planning skills and be able to deliver to agreed target dates (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