Department: Repairs & Maintenance - within Empty Homes
Reports To: Contract Manager – Repairs & Maintenance
Directly Responsible For: Operatives
Hours: 39 (Fixed Term Contract for 12 months)
Overall team / department purpose
- The Repairs & Maintenance are responsible for the delivery of a flexible, accountable and customer focused repairs, legal disrepair and maintenance service, that encompasses day to day repairs and more complex multi-trade repairs, including compliance activities and repairs.
- The team ensures that all business 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 so as to be most effective as well as being efficient whilst maximising value for money.
- the teams are responsible for the effective delivery of Responsive Repairs, Small Works, Damp & Mould and Empty Homes.
Key role priorities
- This role is responsible for the delivery of quality repairs and maintenance services to our customers' homes with a strong focus on safety, regulatory compliance, housing standards and customer satisfaction, while maintaining financial controls and ensuring all activities are delivered within agreed budgets and performance targets.
- The work can be complex in nature and needs to be managed in accordance with strict timeframes set out in our business’s processes and procedures. The works will be assessed, and delivery of the works will be resourced through a combination of Livv operatives and third-party sub-contractors.
- This involves the delivery of an efficient and effective service that consistently meets operational needs, while upholding the highest standards of Health & Safety to ensure a safe and compliant working environment.
Key working relationships
- The role directly line manages Operatives and Resource Schedulers engaged in delivering repairs and maintenance works. The role is required to directly contribute to the development of a high-performance team that meets and exceeds objectives set. Allocation by trades may vary from time to time to meet customer demand.
- 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 also involves working with other teams across our business, particularly including Surveyors, other Assets colleagues, the Contact Centre and Customer Insight Colleagues.
- External to our business, the holder is required to co-ordinate work at site level, liaising with customers and managing sub-contractors as appropriate. They are assisted in this by the Coordinators and Resource Schedulers.
Main duties & responsibilities
- Manage and control the delivery of excellent customer service standards by leading team performance and embedding best practices that enhance customer experience whilst ensuring commercial awareness in all activities.
- Monitor and validate customer satisfaction benchmarks, implementing continuous improvements and innovative solutions to elevate the overall customer journey.
- Direct and manage the performance of direct colleagues and sub-contractor teams, ensuring achievement of key performance indicators.
- Manage team performance and produce weekly plans and programmes to ensure that sub-contractors are utilised efficiently so as to optimise productivity/profitability against commercial targets.
- Ensure each operative is utilised to optimise productivity/profitability against targets.
- Ensure and maintain full compliance with business objectives and contractual obligations through effective management and oversight
- Provide robust financial and administrative support by ensuring effective monitoring, and reporting of budgetary spends, enabling cost control and compliance with our business and regulatory requirements
- Support and advise the Contract Manager – Repairs & Maintenance in budget oversight and contract management, ensuring effective planning, monitoring and reporting for all contracts and projects.
- Analyse and validate reports & surveys to ensure specifications and quotations align with financial regulations
- Identify, assess and mitigate operational risks by enforcing adherence to business processes and compliance frameworks
- Monitor and maintain quality standards through pre and post inspections of works, timely data updates, regular audits (QA, vehicle and H&S) in line with business requirements
- Lead and contribute to the resolution of complex or recurring damp issues by and identifying root causes and implementing effective solutions across multiple properties.
- Conduct sites visits to validate that refurbishment works meet the required standard within agreed timeframes.
- Identify and escalate any structural or technical issues that require specialist support and escalate to the relevant Contract Manager.
- Coach, mentor and develop apprentices and ensuring operatives actively support skills development and knowledge transfer.
- Ensure and validate compliance with legislation, regulations and internal policies, providing timely updates to relevant stakeholders.
- Report and communicate performance updates to the Contract Manager and deputise in their absence where appropriate.
- Implement and embed Health & Safety compliance across all operations, maintaining a safe and compliant working 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 optimal allocation of resources, adherence to schedules, and delivery of works to specified quality standards within agreed budgets and timescales.
- Contracts delivered within approved budgets and targeted profit margins and with contractual obligations fully met and validated.
- Continuous monitoring and review of team productivity, implementing corrective actions to ensure performance targets are consistently achieved or exceeded
- Achievement of ‘right first time’ delivery; maintaining defect works within a minimum 5% tolerance against original surveys.
- All key performance indicators achieved or exceeded in line with contractual and business objectives.
- Proactive identification, reporting, and mitigation of all incidents, near misses, and potential risks in a timely and compliant manner.
- Customer experience safeguarded and enhanced through active management of operative behaviour, including on-site conduct and compliance with driving standards between locations.
- Accurate and timely submission of performance data and reports, ensuring transparency and informed decision-making
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 relevant trade (E)
Site Management Safety Training Scheme (SMSTS) (E)
Evidence of continuing professional development and willingness to engage in further specialist training (E)
Experience
Management and supervision of a team to deliver quality led services to a diverse range of customers (E)
Contract management and commercial success of turnover and gross margin target delivery for repairs and maintenance teams(E)
Auditing performance and quality of team members (E)
Management and control of budgets (E)
Carrying out a range of inspections, including surveys to deliver different work elements (E)
Supporting, coaching and developing a team to achieve a positive work culture (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 (D)
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 reactive 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 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