Neighbourhood Services Operative

Job Title: Neighbourhood Services Operative

Overall Purpose of Job

To provide a high quality and customer focused neighbourhood based service to tenants, ensuring that internal and external communal areas are maintained to the agreed Neighbourhood Standard. To undertake minor repairs, general maintenance and environmental projects.

• Permanent Position
• £23,936.54 annually
• Health Scheme
• Pension
• Training and development

Main Responsibilities

• To ensure all communal areas and estates are kept free of hazards and minimise the risk to any person by undertaking regular checks of neighbourhoods and communal areas, including fire alarm checks and snow/ice clearance.
• To be responsible for the categorising the risks and hazards found, deciding the timescale for remedial action and ensuring the completion of the work.
• To carry out jobs for our tenants in accordance with company policies and procedures and H&S legislation. These tasks can include, but are not limited to; general maintenance, painting & decorating, gardening tasks, environmental project delivery & moving/delivering an assortment of materials.
• To programme and provide things such has replacement fobs to our tenants and master fobs to ongo staff within the agreed timescales.
• To continually assess the neighbourhoods for remedial works including remedial works to trees, paths, fencing and communal areas.
• To have regular contact and communicate effectively with tenants and maintain a visible neighbourhood based service that meets the needs of our tenants and achieves its targets and objectives.
• To coach. Mentor and supervise apprentices, volunteers and those on work experience as required.
• To highlight and carry out neighbourhood based services to improve the appearance of them and local environments.
• To undertake initial investigations into neighbourhood based tenancy breaches as required and provide photographic evidence and comprehensive reports to other colleagues.
• To provide assistance at any community development events hosted by Ongo as required.
• To work with other Ongo teams and external agencies to find solutions to neighbourhood based problems.
• To assist with the management of other neighbourhood based services such as grounds maintenance and undertake minor repairs if appropriate.
• Ensure the cleanliness, security & safety of internal communal areas to an agreed standard and timescales. Under the direction of the Neighbourhood Services Supervisors and Team Leaders ensure that specification requirements are met, this includes; o Cleaning, disinfecting halls, landings and other publicly used internal areas. o Sweeping and litter-picking, bin disinfecting and emptying o Mopping / vacuuming of floors, stairs, landings and walkways, work-surfaces. o Removal of ingrained dirt from all surfaces. o Periodic deep cleaning of communal areas to an agreed frequency.
• Provide cleaning services to ongo facilities, buildings & properties in line with contract specification requirements.
• To carry daily vehicle and equipment checks and ensure that they meet all legislative requirements.
• Be responsible for tools & equipment.
• Neighbourhood Operatives may be required to work outside normal office hours, at weekends and on Bank Holidays to provide support to tenants, and to ensure that designated footpaths are kept clear of snow and ice. They may also be required to support community events outside normal office hours. In these situations, the operative will be paid or given time in lieu, and we will endeavour to give as much notice as possible in instances where these situations arise.
• To undertake any other duties and responsibilities commensurate to the grading of the post as considered appropriate by management.

Creativity & Innovation

• The post holder would be expected to be creative and innovative to resolve neighbourhood based problems.
• Using own initiative to create, pilot and put in to place more effective and efficient ways of working whilst taking into account customer satisfaction, VFM and the impact on the organisation.
• The post holder would think of solutions without the need for assistance from others for problems in their day to day activities.
• To provide a front-line service and point of contact with tenants and members of the public, and where possible, deal directly with or signpost any identified problems.
• Ensure jobs are carried out in a safe, clean and secure manner.
• When carrying out general practical tasks as required.

Contacts & Relationships

• The post holder would act as an initial point of contact with tenants/residents, other members of the public, other organisations and contractors and, where possible, deal directly with any enquiries depending on the complexity of the issue.
• The post holder will have regular contact with other members of the Neighbourhood Services team including Planners, Supervisors, Team Leaders & Managers.
• Contact with key residents to ensure we promote the neighbourhood services team, whilst also proactively improving customer relations and identifying estate improvements.
• The post holder would handle difficult and potentially aggressive customers when communicating decisions and undertaking their daily tasks.
• Customer Experience and Tenancy Services staff.
• Representatives from local statutory and voluntary organisations.
• You will be expected to work with volunteers and trainees on a day to day basis.

Decision Making - Discretion

• Ability to make timely and effective decisions.
• Prioritising workload to meet deadlines.
• Deal effectively with day to day issues making decisions on how to resolve operational issues and when to involve others.
• Have a proactive problem solving approach to work.
• Have an understanding of the need to allocate resources effectively.
• In liaison with the service managers to identify, prioritise and carry out programmes of work to improve the neighbourhoods.
• Discretion with regard to how day to day tasks are undertaken and empowerment to try different approaches as required.

Decision Making - Consequences

• Impact on customer satisfaction and the reputation of Ongo in maintaining its neighbourhoods.
• Decisions made could impact the budgetary spend and the ability to deliver a VFM service for Ongo.
• With regard to H&S and risks to individuals and others whilst carrying out their daily tasks.
• The ability to meet the KPI's set out and delivery of an excellent service.
• Environmental impact - risk that the environment is harmed if tasks such as weed killing are not completed in the correct manner.
• Related to not reporting issues that may have a negative impact on the reputation of the service area and the organisation.

Responsibility for Resources

• Any vehicle used by the post holder to carry out their duties.
• Personal equipment such as mobile phone, safety equipment and power tools.
• Cleaning equipment, tools and supplies.
• Key holders for premises used by others such as Probation and Tenant and Resident Associations.

Work Demands

• Ability to work flexible and on occasions outside of normal working hours.
• Prioritisation of tasks that achieves the completion of tasks against set deadlines.
• The ability to mange and adjust to conflicting deadlines.
• The ability to mange conflicting priorities such has those related to high demand, such has adverse weather situations.
• The post holder must be able to work unsupervised.
• Must have a full clean driving licence.
• Must be willing to undertake manual handling and other Health and Safety training.

Physical Demands

• Daily routines involving walking, lifting and carrying including heavy items.
• Some working at height will be required.
• Physical effort will be present for the majority of the working day.
• Use of specialist equipment which at times will involve substantial physical effort.
• Those associated with a general maintenance role.
• Use of power tools and other equipment as required.

Working Conditions

• The post holder will work within Ongo tenants' properties, both externally and internally and on occasions in a normal office environment.
• The majority of the post holder's time will be spent within a residenti