Department: Facilities Management & Environmental Services
Reports To: Property/Contract Manager – Contracts & Compliance
Directly Responsible For: No direct reports
Hours 39
Fixed Term: 3 Month Period
Overall team / department purpose
- The Facilities Management (FM) Contracts & Compliance team is responsible for the delivery of a flexible customer facing facilities management (FM) service that ensures that our business’s neighbourhoods and communal properties are safe, kept to a high standard and is compliant.
- This includes the delivery of all applicable statutory and non-statutory compliance tasks through an appropriately appointed supply chain, proactively reporting on the condition of communal assets and taking ownership of any remedial actions.
- The team also leads on controlling the access of third parties to communal properties through permit to work arrangements.
Key role priorities
- This role provides a support service to enable the delivery of compliant FM services, to maintain statutory landlord duty at all times.
- This involves the coordination of all compliance related activity in respect of FM works, providing relevant information and completing/collating all relevant documentation.
- Any risk of non-compliance is escalated promptly.
Key working relationships
- This role is required to work with colleagues across the Property and Customer Insight Directorates and to interact with other teams as appropriate.
- External to our business, the holder is required to interact with customers, contractors and with other external stakeholders, including regulated authorities.
Main duties & responsibilities
- Co-ordinate all Facilities Management works delivered by third parties in all Group buildings and relevant external contracts that deliver Statutory Inspections and routine planned preventative maintenance / audits, ensuring that all work completed is compliant and documentation is present and stored correctly.
- Monitor compliance activities that are nearing their due dates and ensure all third parties can fulfil statutory deadlines.
- Produce reports to senior management, indicating where properties are at risk of coming out of compliance.
- Manage own activities to accurately deal with all enquiries / complaints to resolution within agreed timescales – escalating where necessary and relaying outcomes and information to customers and the operational team.
- Co-ordinate recommendations on remedial works with relevant team members, providing reports to the Manager and leadership team.
- Co-ordinate all enquiries about tree works to ensure contractor is appointed and customers are informed of progress.
- Liaise with the Property Access team to assist contractors with accessing properties.
- Ensure all compliance activities are planned in and completed in line with statutory requirements and commissioned standards.
- Ensure all relevant servicing, inspections, assessments and audits are accurately recorded on the Asset management systems and c365.
- Process utilities bills, order materials, manage purchase orders and raise invoices for FM works.
- Ensure customers are informed of works being undertaken in communal areas and their homes.
- Demonstrate a commitment to support apprentices where appropriate.
- Complete any other tasks commensurate with the level and nature of the post as delegated by the role’s line manager.
Key measures of success
- FM works delivered by 3rd parties are effectively and efficiently coordinated, ensuring appropriate documentation and processes are in place and all statutory duties are met.
- Accurate, evidenced and up to date management information and performance reporting is available at all times.
- All works are raised and paid for in accordance with Financial Regulations.
- Enquiries and complaints are managed in an effective, efficient and timely manner and customers are kept updated in a timely and appropriate manner about any works being completed.
- All relevant documentation and systems are continually kept accurate and up to date.
Any non-compliance or risks identified are escalated in a timely and appropriate 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
5 GCSEs (Grade 4 or above) including English and Maths or equivalent relevant qualification/experience (E)
Membership of relevant professional body (e.g. CIH, RICS, IWFM, CIOB) (D)
Evidence of continuous professional development (D)
Experience
Working in an administration or customer services role (E)
Managing a busy schedule to ensure that all activities are completed within set timescales (E)
Use of relevant systems including assets, housing management and procurement (E)
Organising workloads for teams and/or contractors (E)
Coordinating and resolving compliance related enquiries and activities (D)
Working in a facilities management or ideally in a compliance team / environment (D)
Working within a social housing environment engaging in tenancy enforcement or compliance related activity (D)
Skills, knowledge & ability
Ability to organise, plan and prioritise work to meet strict deadlines and agreed target dates whilst undertaking a variety of activities (E)
Strong verbal and written communication skills, being able to communicate effectively with internal and external stakeholders (E)
Strong interpersonal skills, both within and outside of our business, including the ability to develop effective working relationships (E)
Ability to use relevant computer packages and systems, including managing, recording and interrogating IT systems for key information and Microsoft Office (E)
Ability to support other team members where appropriate, e.g. Apprentices (E)
Ability to deal with a range of customer enquiries/complaints, escalating as appropriate (E)
Ability to record and present information in a clear and usable format (E)
Numerical skills and ability to process payments and follow financial processes (E)
Ability to recommend changes to processes to improve them (D)
Personal characteristics
Confident to work with minimal supervision and to regularly interact with a range of internal contacts and customers (E)
A strong communicator, including making difficult decisions and remaining calm and resilient under pressure; driven to achieve results (E)
A methodical and consistent approach, driven by producing work of a high standard with a clear customer focus and strong attention to detail (E)
Strong organisation and planning skills, including ability 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