Core Responsibilities
To oversee and be responsible for the operational delivery of a high-quality repairs and maintenance service across mixed tenure housing stock, enhancing the customer experience and the University's housing offer.
Responsible for the operational management of void repairs through a surveyor and contractor.
You will be expected to establish effective reporting mechanisms for repairs data to ensure services are be monitored effectively and future demands and impacts can be identified to drive service delivery plans and budget setting.
The post holder is accountable for the delivery of housing facilities management, operation and maintenance services across the University residential estate including:
- To oversee and be responsible for the operational delivery of a high-quality repairs and maintenance service across mixed tenure housing stock.
- Responsible for the operational management of void repairs through a surveyor and contractor, ensuring works are carried out in a timely manner to reduce void loss.
- Manage service-related contracts in line with budgets and delivering value for money.
- Establish effective reporting mechanisms for repairs data to ensure services are be monitored effectively and future demands and impacts can be identified to drive service delivery plans and budget setting.
- Lead on investigating and resolving customer complaints
- Deputise for the Contracts Manager as and when required.
Repairs & Maintenance Management
- Day to day staff management of direct reports across the managed services.
- To project manage complex repair works from inception to completion.
- Wider responsibility to oversee management of Customer Services ensuring agreed service standards and KPIs are consistently met.
- Effective contract management of key service contracts including supporting the contracts manager and ensuring performance monitoring and reporting of contractor performance against set KPI targets and budgets.
- Oversee the management of Aids and Adaptation works.
- Budget responsibility - forecasting, monitoring and managing spend effectively against set budgets for reactive repairs, disrepair and voids including invoice reconciliations.
- Manage the delivery of robust repairs works order process, ensuring the end-to-end cycle of repairs works orders and reconciliations is managed efficiently and delivers services within budget.
- Compile reports /statistics (such as KPIs/budget reports) and general reports for internal use, Committee and Board as required on Housing Services functions.
- Responsible for ensuring process are in place to deliver effective work quality control mechanisms -pre and post
- Participate in the out of hour's rota system
Leadership
- Provide line management to the Housing Services Repairs Team, including objective setting, performance reviews, training, coaching, mentoring and succession planning.
- Drive high performance from internal resources and third-party service partners. This will include setting and reporting on clear performance metrics and KPIs.
- Provide management and support for the procurement and evaluation of service partners, working closely with the Estates Division and central University procurement teams.
Budgeting and Financial Management
- Produce board reports, financial reports and annual service charge budgets, and the application of appropriate accounting policies.
- Provide prompt invoicing of service and rent-charges and provision of back-up information, and collection of same with appropriate action on arrears, ensuring processing and payment of outgoings.
- Manage, monitor and report on budgets and spend throughout the year.
Health, Safety and Compliance
- Deliver robust health & safety procedures and drive safety standards across the residential Estate for all work carried out by internal and external staff and contractors.
- Ensure all health, safety and compliance records are up to date and compliant.
Provide a strong and seamless link to other Estates Division functions such as Asset Management, Projects, Property Management, Master Planning and Environmental functions.
Benefits of working at the University of Cambridge include:
- Competitive rates of pay with automatic service-related pay progression and annual cost of living increases
- Generous annual leave allowance
- Generous maternity, adoption and shared parental leave entitlement and other family friendly schemes (e.g. workplace nurseries)
- An auto-enrolment pension scheme, with a generous employer contribution.
- Travel benefits and retail discounts at over 2,000 local and national stores.
- Schemes to support with relocation
Qualifications & Experience required:
- Degree level education/ level 7 vocational qualification or equivalent experience
- Professional membership of relevant body (Licensing Act 2003)
- Significant experience in delivery of maintenance and small works to industry standards and methodologies
- Demonstrable experience of managing soft & hard FM in a large organisation
- Experience of budgetary control and budget monitoring of multiple cost centres
- Project management, techniques and methodologies
- Detailed knowledge and use of BMS systems and associated office support applications