Head of Repairs in Gillingham

My client is a leading Housing Association who have a newly created role within their repairs business. They are seeking an experienced leader who can spearhead the department and deliver exceptional service to its customers.

Core accountabilities

• Have overall responsibility for compliance and timely delivery of Health & Safety, financial and operational requirements in line with best practice and legal framework.
• Strategically plan, organise and manage the business resources to maximise performance and resident satisfaction levels, meeting company targets.
• Develop and maintain processes for continual improvement.
• Maintain and promote effective relationships at all levels, focusing on staff performance and better service for residents, with a focus on delivering a great customer experience, the best value and establishing the best operating practices.
• Recruit, motivate and retain the best people, creating complimentary teams with development and succession plans and a culture of employee empowerment.
• Encouraging a workplace with a strong sense of ownership and where people go the extra mile, focused on continual improvement and providing a great customer experience.
• Provide optimum levels of leadership, encouragement and training in order to support and help others achieve results and meet their targets.
• Creating a network of contracts across various disciplines.
• Maintaining and developing effective relationships, an effective communicator at all levels.
• Have overall responsibility for the delivery of contract KPIs and continually seek improvement in operational delivery, working closely with colleagues to listen to and understand resident feedback and how we can learn from it to improve services.
• To be proactive and energetic, seeking to get things done and, at the same time, deal with a variety of tasks and wide-ranging responsibilities and accountability.
• Promote social responsibility and community engagement by working closely with colleagues to understand resident and community priorities.
• Provide solutions in situations involving new and unexpected - overcome problems as well as provide direction for others.
• Actively engage with and support the resident engagement framework, working with colleagues and residents to review and continuously improve services. This will include attending a range of resident meetings/events.
• Ensure that we work to mitigate any issues before they become complaints. Where complaints do arise, ensure the team responds in line with Housing Ombudsman requirements and company policy, ensuring the focus is on empathy, good communication, prompt resolution and effective delivery of outcomes.
• Ensure the team is focused on delivering a great customer experience and adheres to the key principles of our customer experience approach: listening and learning, information and communication, always improving and the right tools for the job.

Other Key responsibilities

• Financial responsibility for approximately £11.5m. Skills in analysing trends, building forecasts, and ensuring financial efficiency within the repairs service.
• Ensuring value for money.
• Reviewing subcontractors contracts to ensure retain, manage and ensure compliance.
• Be innovative and work with others across the business to promote the business.

GENERAL

• To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
• Recognise, respect, and promote the different roles and diversity of individuals.
• To actively contribute towards the key performance indicators and professional standards.
• Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
• To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
• To participate in training, attend other meetings, and staff events as required.
• Be an effective leader of your team, presenting a positive impression of your section and the group.
• Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
• Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
• Maintain awareness of budget requirements and value for money while delivering your role.
• Consider and highlight any risk to the organisation or individuals whilst delivering your role.
• Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
• This role will involve visiting other offices and stock, and you will be required to have your own car and a full driving licence.

What you need to do now

If you're interested in this role, click apply now to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.