Department: Assets
Reports To: Manager – Assets (Repairs & Maintenance)
Directly Responsible For: No direct reports
Hours - 37pw
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 the provision of professional technical services to support the delivery of all repairs, maintenance and investment works for our business.
- This includes carrying out priority surveys to identify potential health and safety risks, legal and insurable damage, providing specifications of complex works identified as part of property surveys and advice and guidance to customers on issues relating to property maintenance and repairs complaints.
- Any non-compliance is escalated appropriately.
Key Working Relationships
- The role does not have any line management but 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 liaise with customers in their homes, including investigating and supporting with customer enquiries and complaints and MP enquiries relating to the service area and to work with external experts, sub-contractors and suppliers.
Main duties & responsibilities
- Provide specifications of complex works identified as part of property surveys, liaising with specialists as and when required.
- Work items actioned, monitored, updated and completed.
- Carry out a range of inspections, including Section 11 disrepair, damp and mould and any surveying services to ensure delivery of the different programmes of work being undertaken.
- Prioritise surveying activity to ensure that health and safety risks and insurable damage are dealt with promptly.
- Work with our business’s appointed contract/service providers to facilitate constructive contractual relations and the effective implementation of work programmes in customers’ homes.
- Discuss options and agree schedules of choice items with customers as appropriate.
- Assist with the preparation of documentation, specifications, descriptions of work, drawings and sketches required to ensure that work is carried out correctly on all properties; undertake inspections of work in progress and on completion to ensure that it is carried out to the required standard.
- Assist with the preparation of estimates for the valuation of work to “Right to Buy” dwellings and actual costs of completed work as required.
- Ensure reliable data is available across our business and for future Investment plans by keeping our business’s data up to date.
- Ensure that all KPIs and actions are completed each month in line with agreed timescales.
- Assist the Managers – Assets (Repair & Maintenance) and Manager – Assets (Facilities Management) in the reviewing, planning and setting of budgets and target or appropriate programmes/services in line with agreed timescales.
- 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
- Specifications for complex works provided within timescales
- Works items actioned and completed on time.
- Customer satisfaction measures are met or exceeded
- All monthly KPIs achieved.
- All relevant documentation and data kept continually accurate, up to date on 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
HND/HNC or equivalent in relevant field or recognised trade qualification or equivalent relevant experience (E)
Membership of relevant professional body (e.g., CIH, RICS, IWFM, CIOB) (D)
Evidence of continuous professional development (D)
Experience
Proven experience undertaking a variety of property surveys and scheduling required works using NHF schedule of rates or equivalent (E)
Managing a busy schedule to ensure that all activities are completed within set timescales (E)
Dealing with complex repairs surveys that relate to a variety of different landlord obligations (disrepairs claims, HHSRS issues, complaints etc.) (E)
Working with contractors to monitor performance, escalating any areas of underperformance as required (E)
Face to face experience dealing with customers and discussing potentially challenging topics in an empathetic way (E)
Use of relevant systems including assets, housing management and procurement (E)
Skills, knowledge & ability
An understanding of a Landlords repairing obligations under section 11 of the Landlord and Tenant Act 1985 (E)
Excellent communication skills, both written and verbal, to customers, internal and external stakeholders (E)
Strong interpersonal and relationship building skills. Ability to foster solid internal and external working relationships at all levels (E)
Ability to manage personal workload to ensure that any peaks in demand are consistently met (E)
Ability to undertake a variety of building surveys and provide clear feedback / recommendations to internal partners and customers alike (E)
Personal characteristics
Confident to work on independently using own initiative as well as part of a Surveying team and with external experts/providers (E)
Embraces collaboration with other business sections and partner contractors (E)
A highly customer focused, methodical and consistent approach, driven by producing work of a high standard with great attention to detail (E)
Able to demonstrate organisation and planning skills and be able to deliver to agreed target dates (E)
Other
Full UK driving license is required and a company vehicle can be provided (E)
Agile Working
We operate an agile working policy, with colleagues expected to work from the office a minimum of one day per week, or more depending on business needs. For this specific role, working arrangements may vary — we recommend discussing expectations with the hiring manager during the interview process
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