Technical Supervisor (Communal Heating)

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as a Technical Supervisor (Communal Heating): As a Communal Heating Technical Supervisor, you will play a pivotal role in overseeing gas servicing, installations, PPM and reactive maintenance repairs, in the context of delivering a first-class, customer-focused service for heating, hot water, water booster/sump/storm/sewage pumps, associated electrics, BMS, and alternative technologies systems, working closely with the wider property services team.

About you: We are looking for someone who has:

• Gas Safe Registration
• ACS Qualifications - COCN1, CODNCO1, CIGA1, ICPN1, TPCP1/TPCP1A
• Level 2 or 3 NVQ in Plumbing and Heating/BPEC or LCL equivalent
• Unvented hot water G3, Water Regs WRAS, Part L

Proven Experience in:

• Supervising a team of field communal heating engineers, including scheduling, training, and improving performance.
• Delivering gas servicing, installation, and reactive maintenance services.

Why Riverside? One Housing is part of Riverside, we're a housing association with a difference enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you'll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside: We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Your role will be essential in implementing robust quality control and assurance measures, ensuring that gas servicing, repairs, and installations are carried out effectively, meeting both regulatory requirements and customer expectations. Through proactive leadership, you will support, coach, and develop your team, creating a culture of continuous improvement and accountability.

You will also work closely with internal and external stakeholders to enhance service performance, optimise resource allocation, and implement best practices across all communal heating and hot water related works. Your ability to assess risks, manage priorities, and deliver exceptional service will directly contribute to Riverside's commitment to providing safe, efficient, and customer-focused housing services.

Key Tasks:

• Overseeing Gas Safe certification and reporting.
• On occasions carry out inspection, testing and certification of gas installations.
• Lead and manage the installation, refurbishment/upgrade, PPM, servicing, and repairs of heating, hot water, water booster/sump/storm/sewage pumps, associated electrics, BMS, and alternative technologies systems.
• Effective line management of the Communal Heating Field Team, including gas engineers. You will lead, manage, motivate, engage and support the team to deliver a customer focused service.
• Carry out regular 1-2-1s, team meetings and toolbox talks, in line with group standards and expectations.
• Responsible for ensuring all works are allocated and completed to time, and quality standards, through supervising operatives.
• Customer focused, delivering a cost-effective service to our residents.
• To be at the forefront and ensuring that directly employed and sub contracted staff operate according to our Health and Safety procedures and processes at all times.
• Responsible for carrying out pre inspections and ordering the correct quantity and materials and post inspections of works ensuring a high standard of all completed works.
• Managing DLO and sub-contractors ensuring that they adhere to KPIs, SLAs, quality and cost requirements.
• Responsible for the delivery of an installation service that complies with all legislative, regulatory and Riverside requirements in respect of directly employed operatives and maintenance contracts.
• Ensure compliance with the Smoke and Carbon Monoxide Alarm (Amendment) Regulations 2022.
• Maintaining and managing the qualifications of gas operatives, ensuring they remain fully certified and competent to undertake gas-related work.
• Develop and maintain effective KPIs to ensure time, quality, cost and customer service standards are met.
• Process all activities in association with tasks/works electronically. This includes, but not limited to, worksheets, timesheets, photographic evidence of works before / during / after, certification, van stock replenishment, booking of annual leave, vehicle inspections, safeguarding issues, risk assessments and method statements.
• Develop and produce written reports and analysis for Management in respect of the outputs of the service.
• Investigate and resolve complaints (both informal and formal) and expressions of dissatisfaction with the service. Respond to customers within our published service standards, both verbally and in writing. Analyse and capture lessons learned, share them with the senior management team and wider administrative team, review processes to avoid similar occurrences, and arrange additional training if required.
• To protect Riverside's liability for disrepair.
• Regularly represent the service at residents' meetings.
• Post holder will be required to participate in out of hours rota for repairs and maintenance services on a regular basis.

Person specification:

Knowledge, Skills and Experience:

• Essential: Gas Safe Registration
• ACS Qualifications - COCN1, CODNCO1, CIGA1, ICPN1, TPCP1/TPCP1A
• Level 2 or 3 NVQ in Plumbing and Heating/BPEC or LCL equivalent
• Unvented hot water G3, Water Regs WRAS, Part L
• Proven Experience in: Supervising a team of field communal heating engineers, including scheduling, training, and improving performance. Delivering gas servicing, installation, and reactive maintenance services. Providing technical support and resolving escalated technical issues. Ensuring compliance with health and safety procedures and processes. Working knowledge of measured term contracts and schedule of rates. Managing subcontractors to adhere to quality and cost requirements.

Skills:

• Excellent communication and leadership abilities.
• Strong organisational and problem-solving skills.
• Proficiency in IT, including Microsoft Office and Outlook.
• Strong leadership and management skills.
• Ability to motivate others and lead change.
• Ability to work under pressure in a fast-paced environment.
• Strong complaints management experience.
• A passion for delivering excellent customer service.
• Ability to drive productivity and enhance performance.
• Demonstrates financial awareness for cost effectiveness, able to calculate budgets, cost, and time.
• Ability to find innovative ways to resolve problems.
• Experience working in the social housing/property sector.
• Proven track record of problem solving, identifying and resolving issues promptly.
• Good time management, planning and organisational skills.
• Strong customer experience ethos.
• Full UK Driving Licence.

Desirable:

• Proven track record of gas safety management in a mixed economy DLO/contractor social housing context.
• Health and Safety qualifications IOSH/SMSTS/SSSTS.
• Domestic Gas Qualifications- CCN1, CENWAT, CKR1, HTR1, CPA1.
• Essential Electrics or equivalent, Part P.
• Microgeneration Certification Scheme (MCS) accreditation: Solar Thermal, Heat Pumps and CHP.
• Level 4 Certificate in Gas Safety Management in Social Housing.
• Professional Membership of a relevant industry body (e.g. IGEM).