Responsive Repairs Manager

Mears Group Housing Management Services
19 Sep 2016
19 Oct 2016
Contract Type
JOB PURPOSE To supervise and manage on a day to day basis the service delivery of responsive works To take responsibility for achieving operational performance of the response business in line with pre agreed KPI’s. Manage the Planning Team To take responsibility for achieving commercial and financial performance of the response business in line with pre agreed targets PRINCIPAL ACCOUNTABILITIES To monitor and control operational procedures. To mentor staff. To monitor progress and completion of works working with the Senior Management Team To manage and control the operation of all repair requests, including both the manning requirements and the administration elements of checking off completed works, correct information for invoicing etc. To manage the use of sub-contractors, operatives and staff to ensure that all company standards of work performance, customer service and service delivery procedures are achieved. To review contract performance, productivity and profitability working with the General Manager To review customer feedback working with the Customer and Communities Manager To work with quality manager to ensure suitable and adequate resources are available, either by direct delivery or subcontractor to delivery the operational and commercial/financial performance. DIMENSIONS The primary reporting line is to the General Manager. However, the job role will include a close working relationship with the Void Manager, Customer and Communities Manager, Senior Administrator and Supervisors This role requires a person with the ability to communicate at all levels with the client’s representatives. FINANCIAL RESPONSIBILITY Responsible of staff so as to maximize contract performance against KPI’s, minimise default notices and penalties and to ensure high levels of customer service so as to achieve annual contract value. Maximize the efficiency of operatives and subcontractors. To be responsible for P & L of the response business and to work with the Partnership Manager and Regional Finance Manager to ensure we invoice in a timely manner and collect cash on time. COMMUNICATIONS The jobholder will liaise with the tenants, client and agents of the client, contract staff, operatives, head office staff, other branch managers and employees from other companies within the Mears Group plc KEY TASKS To receive jobs from the client via a computerised system and to prioritise them in accordance with agreed operating procedures, ensuring that work is allocated accordingly by priority and importance. To co-ordinate the allocation of work to both planners and the team of operatives. Liaising with Customer Service and Administration team members. Monitoring progress and completion of works to establish the exact status of jobs, monitoring work in progress liaising with the Quality Manager, through to handing back to the client. To check that work has been completed, countersigning signing the operative’s work sheets before passing these to an administrator. Ensuring that all time sheets are accurately completed, and that all information entered onto the system is accurate To act as the first line manager of Quality Managers, controlling such elements as, the time recorded standards of work, timekeeping and attendance of employees within the section. To manage the induction and appraisals for all employees reporting into this position. Liaising with the Quality Manager or any employee issues and resolving them as soon as possible so as to establish and maintain a stable and effective team. To control and monitor the allocation and use of all plant, materials, tools, vehicles and stock by the operatives in their work. Ensuring at all times correct use and maintenance of these items by the operatives so as to maximize efficiency and minimize costs. To undertake any other duties as required by the Company from time to time, if these duties are of a greater level of responsibility or skill that those required in the post, then full training and appropriate supervision will be provided. To co ordinate and manage the provision of an out of normal working hours service. PERSON SPECIFICATION Essential GCSE (or equivalent ) level in English and Math’s Experience of working in Social Housing Experience of operational and financial processes/protocols Experience of supervising planners, operatives and Sub-contractors. Appropriate IT skills in word processing, excel spreadsheets, database entry Desirable Experience of working in partnership with a social landlord, with management experience in a similar operation. Use of general office equipment Report writing Competencies Team working Communication skills Organisational skills People Management Customer focus This job was originally posted as