Manager - Repairs and Maintenance in Knowsley

Join to apply for the Manager - Repairs and Maintenance role at Livv Housing Group. This range is provided by Livv Housing Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

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 is responsible for the delivery of our business’s responsive, gas and electrical repairs services, non-compliance related facilities management and estate services activity. This involves the provision of technical and quality assurance related surveys to enable the highest levels of customer service to be achieved.

This role has overall management responsibility for their team, including the provision of leadership, guidance and support to team members and management of the repairs budget. This involves the effective management of our approach to repairs and maintenance to meet or exceed our obligations under Decent Homes Standard and to ensure a high quality, comfortable and safe environment for our customers in their homes.

The holder is responsible for ensuring that all day-to-day repairs & FM services are completed on target against all key performance indicators and that the responsive repairs & FM budgets are controlled and effectively managed. The holder is also required to conduct trend analysis and regular reviews of schedule of rates usage to ensure delivery is providing value for money and to ensure that the team are providing expert technical surveys and customer service is of the highest standard.

Key working relationships

The role directly line manages the Surveyor - Quality Assurance; Surveyors – Assets and Surveyor – Damp Work and is required to work with colleagues across the Property and Customer Insight Directorates as well as with the Risk & Insurance team interacting with other teams as appropriate. External to our business, the holder is required to work with a range of stakeholders and partners, these include third party professionals, sub-contractors and suppliers. The holder is also required to lead on customer enquiries, complaints and Member of Parliament enquiries relating to the service area.

Effectively contract manage repairs and maintenance services by monitoring performance of Livv Maintenance and any other contractors instructed to undertake repairs on behalf of our business. Manage the delivery of a range of building surveying inspections to ensure the accurate and cost-effective diagnosis of repairs, defects and the works required to rectify them. Manage our approach to hazards using the Property Hazard Management Policy, ensuring a pro‑active service and performance measures are adhered to. Ensure that any capital component works are referred to the Manager – Asset Investment for them to be delivered as part of a planned programme. Manage and prioritise any actions identified as part of the HHSRS (Housing, Health + Safety Ratings System) section of stock condition surveys. Use quality assurance survey information to identify trends and evidence projects to tackle any areas under performing.

Effectively contract manage facilities services by monitoring performance of Livv Maintenance and any other contractors instructed to undertake works on behalf of our business. In conjunction with Risk & Insurance, co‑coordinate surveys for property related insurance claims. Ensure that surveying resource is used to meet demands across the asset team and provide cover in other teams as and when required. Act professionally and responsibly as a representative of our business when dealing with third party and customer enquiries. Assist in the review of all repairs related policies and procedures. Ensure that customer complaints relating to Property are adequately investigated and resolved, that response time targets are met, and that learning from complaints is recorded and used to continually improve service delivery and the customer experience – including working collaboratively with other teams and directorates to achieve these aims where necessary. 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

• All KPIs relating to repairs and maintenance services and property surveying meet or exceed target.
• Repairs service delivered on budget and with demonstrable Value for Money.
• All complaints dealt with within timescales and with a minimum number of complaints escalated to stage 2.

Livving our values

• 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

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

• Contract managing a day to day repairs service on budget and to agreed timescales (E).
• Monitoring spend and accurately profiling budgets to reflect service delivery (E).
• Monitoring performance of projects relative to Key Performance Indicators (E).
• Dealing with customer complaints at an operational level and successfully resolving them (E).
• Working with contractors - monitoring and attaining high performance (E).
• Use of relevant systems including assets, housing management and procurement (E).
• Managing a team of property surveyors working in a social housing environment (D).
• Working in social housing environment in a contractor or client capacity (D).

Skills, knowledge & ability

• Ability to keep up to date with relevant legislation/regulations/best practice and HHSRS for stock condition surveys (E).
• Successful use of business analysis techniques to identify trends in the repairs service to improve processes (E).
• Ability to resolve customer complaints in collaboration with colleagues across the business (E).
• Strong interpersonal, relationship building and supervision skills. Ability to foster solid internal and external working relationships at all levels (E).
• Ability to investigate and produce plans to resolve any underperformance in relation to key performance indicators (E).
• Excellent communication skills, both written and verbal, to internal and external stakeholders (E).
• A good understanding of the issues and challenges facing the social housing sector (D).

Personal characteristics

• Confident to have difficult conversations with contractors on issues relating to performance and timescales (E).
• Ability to make difficult decisions and remain calm under pressure (E).
• A methodical and consistent approach, driven by producing work of a high standard with great attention to detail (E).
• Strong organisation and planning skills and able to prioritise work to ensure delivery to agreed target dates (E).
• Driven to achieve results and to continually improve upon delivery (E).
• Embraces collaboration with other Group functions and partner contractors (E).

Other

• Ability to travel independently (E).
• Flexible approach to hours worked (E).

Deadline: Sunday 11 January

Seniority level: Mid‑Senior level

Employment type: Full‑time

Job function: Management and Quality Assurance

Industries: Non‑profit Organizations and Housing and Community Development