Department: Planned Works
Reports To: Programme Manager – Planned Works
Directly Responsible For: No direct reports
Hours: 40
Fixed Term Contract until 31/07/2026
Overall team / department purpose
- The Planned Works team is responsible for the delivery of planned maintenance and investment programmes across our business’s homes in accordance with Service Level Agreements.
- This includes replacement of components on a cyclical basis, improvement programmes and delivery of works designed to enhance compliance with safety standards or improve environmental performance.
- Projects are delivered via the use of a range of specialist external sub-contractors.
Key role priorities
- This role is responsible for acting as a first point of contact for customers, including introducing the site team, contractor and proposed works via letter and thereafter ensuring the best possible customer experience during delivery.
- This involves projecting a positive image with all customers and acting as the liaison between customers and operational teams, contributing to continuous improvement by providing feedback to teams regarding on site customer experience.
Key working relationships
- The role holder is required to regularly interact with team members and with other teams across our business, in particular Assets and Customer Insight.
- External to our business, the holder is required to liaise with customers and contractors on a daily basis, arranging appointments and developing strong customer relationships to ensure trust and confidence in the team and Group.
Main duties & responsibilities
- Coordinate between operational colleagues and customers to achieve programme deadlines and meet customer expectations.
- Carry out customer feedback surveys (internal and external), order materials when required and gather necessary contract information from within and outside of our business as appropriate.
- Accurately deal with all enquiries / complaints to resolution within agreed timescales, relaying outcomes and information to customers and the operational team as appropriate.
- Organise and represent our business at customer open days and customer/community events.
- Assist in the collation of project documentation in accordance with contract arrangements.
- Distribute and collect contract surveys and other documents to and from customers in accordance with contract arrangements, ensuring accurate input to the relevant database and highlighting any specific customer information which can be used to tailor the service accordingly.
- Support the team as required with administration support, including the preparation of letters and other correspondence for 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
- Maintain accurate records, recording customer involvement, customer profiling and intelligence information and sharing this with operational teams in a timely manner to improve and enhance service delivery.
- Deal with all enquiries / communications in a timely and effective manner and resolve all complaints within targets identified in the complaints policy.
- Complete and record the required number of customer surveys in line with operational team requests.
- Complete one case study per annum for each contract that demonstrates Value for Money and commitment to communities.
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
Dealing with enquiries in a customer facing environment (E)
Resolving queries through a range of different forms of communication (E)
Working as an effective team member (E)
Use of relevant IT systems (D)
Experience in a social/housing/similar environment (D)
Skills, knowledge & ability
Good communication and interpersonal skills, including the ability to interact effectively with colleagues, customers and contractors/other external contacts (E)
Ability to deal with challenging behaviour, both face to face and by telephone with tact and diplomacy (E)
Ability to use relevant IT systems (E)
Good organisational skills (E)
Ability to consider and suggest ways in which improvements could be made to service delivery (E)
An understanding of the issues and challenges faced by customers in the social housing sector (D)
Knowledge of innovative ways of customer involvement and the use of intelligence to predict and inform customer behaviour (D)
Personal characteristics
A highly customer focused approach (E)
Able to operate using own initiative as well as being an effective team player, being confident to work with minimal supervision and under time pressure to meet targets where appropriate (E)
Strong attention to detail (E)
Able to and confident in representing our business credibly with a range of internal and external stakeholders to instill trust and confidence in the service being provided and to develop and maintain effective customer / working relationships (E)
Willingness to contribute to the development of a continuously improving service (E)
Other
Flexible approach to hours worked (E)
Ability to travel independently to other locations (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