Our Repairs Services teams are responsible for the provision and delivery of high quality, effective and responsive
repairs to our customers, residents, homes and communities. As Contracts & Performance Manager (M&E), you will
oversee a high quality responsive repairs service delivered across multiple contracts, ensuring a professional
customer experience to our residential and commercial customers and clients, support our contractors in day-to-day
delivery of our services, and ensure we are receiving value for money.
Key Responsibilities
Contract Management & Performance
- As day-to-day and operational client lead, manage multiple M&E contracts and contractors, managing and monitoring performance and ensuring KPI's around responsive repairs are being met, implementing performance management measures where they are not met, and creating and monitoring servicing programmes where required
- Lead on regular meetings with contractors to resolve any outstanding issues swiftly and innovation in service delivery is continuously improved
- Assist with the procurement of new servicing and maintenance contracts, including undertaking the transition of contracts, contractors, and data following the end of contracts through to the implementation of newly procured contracts, mobilising new contractors and providing accurate asset information
- Regularly report on performance, KPI's and analyse performance trends
- Carry out regular analysis of types of repairs being carried out with the aim of reducing responsive repairs and/or informing future planned maintenance programmes
- Work with our Assets, Sales and Development Teams to ensure on going maintenance needs are captured, considered and addressed
- Take part in annual service charging and budgeting process, and monitor budgets associated with mechanical and electrical to ensure we are achieving VFM. Authorise excluded works and variations
- Represent the organisation on M&E and Responsive Repairs matters, building links and networks with key partners and stakeholders
Staff Management
- Overseeing the work of the team, ensure high standards of performance are delivered throughout the team through effective training, support and monitoring and the investigation of complaints, including improving services from lessons learnt
- Carry out monthly one to ones and yearly appraisals to identify any training and support issues
- Lead on recruitment as required, ensuring staff are provided with an induction programme and are fully trained on the organisation's policies/procedures and systems
- Ensure that staff adhere to safety regulations when carrying out visits and site and make sure that are adequately trained to assess risks
Other
- Ensure that customers are at the heart of our services, ensuring prompt action to manage dissatisfaction and complaints, proactive communication, and an increase in satisfaction with our M&E services
- Ensure that complaints are responded to in accordance with policy and procedure and that these are analysed for future service improvement
- Attend evening meetings and co-ordinate resident meetings as required to discuss the repairs service
- Contribute to the review and revision of policies and procedure as require
- Compile and present performance information to staff, managers and contractors at Operations and Team Meetings as required
- Producing detailed, meaningful and informative performance reports as required
- As required by the Assistant Director of Repairs Services, manage specific projects in connection with the delivery of the our services
- Provide out of hours cover on the managers duty rota for emergency repairs
- Deputise for other managers in the team as required
- Any other duties reasonably required
Requirements
For this position, we have listed the requirements we believe are essential for this role:
Knowledge and skills
- Leadership and clear management style - the ability to motivate
- Excellent organisational skills, delivering to outcomes and timescale.
- Excellent skills in writing concise reports using clear and plain English.
- Ability to think pragmatically and analyse data to make good decisions
- Excellent written, verbal communication skills.
- Ability to persuade, negotiate and influence at all levels.
- Ability to interrogate, analyse and interpret performance data
- Ability to work in partnership to achieve shared goals
- Ability to take responsibility, work independently and flexibly
- Ability to problem solve
Experience
- Experience in contract management
- Experience of delivering an M&E repairs service for a social housing provider or similar
- Experience of budget management and achieving value for money
- Minimum 2 years staff management experience
- Experience of working in a service delivery environment.
- Experience of managing legal disrepair claims
- Experience of working with contractors
- Experience of dealing with and responding to complaints
Benefits
The salary for this role is £60,100 per annum with up to 10% pension contribution.
We also offer a fantastic additional benefits:
- Flexible-working
- Life Assurance
- Employee Wellbeing App/ Mental Health Support
- Online GP Service
- Cycle to work
- Opportunities for self-development with over 60 courses available to self-enrol
- Opportunities to volunteer in our Charity Retail Stores or on our Befriending Programme
Together, we continue to build an inclusive culture that encourages, supports and celebrates the diverse voices of our employees. Everyone is welcome.
Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert early.