Property Support Services Manager

Job Title: Property Support Services Manager

Overall Purpose of Job

To manage directly the Logistical & Support Manager, Works Planners and Administration teams to ensure the effective and efficient deployment of trades and related administration duties required from the activities of the Maintenance and Empty Homes Teams.

The management and monitoring of ICT systems that will ensure the provision of robust information to the properties teams that allows performance of both the team and individuals to be managed effectively.

Develop, formulate and organise the business processes and procedures ensuring the delivery of a quality management system.

To be an integral part of the Maintenance management team delivering excellent service to our tenants.

FULL DRIVING LICENCE REQUIRED

We offer all our employees a great package of benefits too, including:

• Competitive salary £50,815.88 which is bench marked against other employers
• Enrolment on our Aviva pension scheme (9.5% employer contribution)
• 30 days holiday (plus extra days off for Bank Holidays/Birthdays)
• Health care scheme
• Flexible/agile working, plus the option to work from home if your role allows
• Enhanced maternity/paternity pay
• Continual professional development including management development.
• A dedicated health and wellbeing programme (access to a variety of support and free benefits)
• Time out of work to carry out volunteer opportunities

Main Responsibilities

• Directly manage the Logistical Support Manager to ensure that the operational processes and activities within the Maintenance Service deliver an excellent outcome for tenants and colleagues.
• Direct management of the Works Planners for reactive repairs and empty homes properties to ensure that appointments are made in a timely manner and that tenants receive a ‘right first-time service'.
• Through the Logistical Support Manager, identify areas of service improvement across the Maintenance Service, and ensure that the Administration team carry out all necessary administrative tasks relating to the delivery of an effective property service.
• Engage with the Maintenance Operations Managers and the Head of Maintenance and Building Safety to develop timely and accurate reports that allow the continual improvement of the Maintenance Service.
• Responsible for the tenant recharge process, including the timely production of accurate recharge invoices to tenants
• Responsible for the supplier invoice approval process, including defining and deliver of the process to ensure full financial governance is delivered.
• Lead in the development, updating, implementation and storing of processes and procedures within the Properties Directorate.

• To act as the systems expert within the Maintenance Service (QLx, DRS, First Touch, etc). Provide support through coaching to staff in order for them to carry out their daily duties.

• Act as liaison in with ICT in all matters relating to the specification, provision and ongoing development of computer systems used by the Maintenance Service, including upgrades and system testing.
• To be responsible for organising, monitoring & managing any project work linked to sytems or processes
• Act as the Contract Lead for the Ongo Homes Materials Contract across the Ongo Group, liaising with and representing all stakeholders in Contract Management Meetings, ensuring the the Materials Supplier meets all contractual metrics.
• Ensure that the procurement of vehicles for the Maintenance Service is carried out in a timely and cost effective manner and that all vehicles meet current legal requirements.
• To oversee the day to day condition of the fleet with respect to damage, van stock, vehicle checks and driver behaviour and that this information is cascaded to the relevant line managers as required.
• To effectively monitor the works carried out by the in house teams and contractors in terms of performance targets, quality, cost, productivity
• Work closely with the Customer Relations team to introduce a lessons learnt initiative that improves service delivery.

• Co-ordinate and act as lead contact for the tenant consultation streams

Knowledge, Skill & Experience Required

• Experience of managing and motivating individuals and teams.
• Ability to influence other team members and apply cross function working.
• Excellent IT skills.
• Experience & knowledge of dynamic work scheduling systems.
• Ability to identify possible improvements and implement as required.
• Proven experience in developing processes to maximise VFM and efficiency
• Ability to work under pressure to achieve challenging deadlines
• Experience of change mangement and its processes.
• Experience of procurement and its associated processes.
• Excellent time management and organisational skills
• Customer focussed approach
• Knowledge and experience of dealing with tenants and other stakeholders.
• Excellent analytical skills
• Excellent knowledge and understanding of creating accurate and clear reports, interrogating databases.
• Excellent knowledge of working with ICT systems to generate comprehensive performance reports.
• Experience of setting, monitoring and improving performance against targets.
• Experience of working with in house and contractors delivering maintenance services.
• Excellent communication skills.
• Full driving licence.