Contracts Manager Role: R3 Repairs is a busy - and growing - property repairs and maintenance company, we’ve been working in Edinburgh, Lothian and the Borders for almost 15 years, and are wholly owned by East Lothian Housing Association. We carry out work in social housing, private homes and for other businesses – that means there’s lots of variety and the potential for every day to be different. We carry out repairs to empty homes and day-to-day repairs to tenanted /occupied homes. Customer service is key to us, so we make sure our customers receive a full service, including responding to emergencies out of hours. As a Contracts Manager you will lead and be responsible for the line management and supervision of directly and indirectly employed operatives, including the provision of plant and materials. You will ensure operatives are fully equipped to provide the repair and maintenance services and be responsible for customer liaison to help manage customer expectations and achieve excellence in customer service. Your role is responsible for contract management as well as the supervision of the Craft and Manual Operatives and to work with the Planning Team to ensure effective and satisfactory service delivery. You will manage client relationships to ensure the provision of a quality, customer orientated property maintenance, and repairs service to R3 customers and ensuring all operatives are fully equipped to provide the repairs and maintenance services. You will assist in the development and implementation of appropriate Policies, Procedures, Processes and Monitoring and Reporting Frameworks. You will assist the Operational Manager to implement and maintain a performance management culture within R3 and lead in the improvement of business processes and development. The role of Contracts Manager reports directly to the Operational Manager. In return for your valuable contribution, R3 will offer you: A wide range of development opportunities, including comprehensive induction, training and e learning. Benefits that include up to 32 days paid holiday per year pro rata and a generous employer pension contribution. R3 will fully fund your Disclosure. Key Responsibilities: Fact Finding and Analysis: To identify business growth opportunities in repairs and maintenance sector. To determine the feasibility of potential contracts as appropriate. To actively take part in any tendering processes for new and continued business. To provide development and management services for all R3 workstreams where appropriate. To assist in identifying any potential risks and to ensure appropriate risk management frameworks are in place to monitor and manage risks in accordance with the organisations risk framework. To assist R3 Repairs administrative team to provide an efficient, effective and customer focussed service to all our customers. Capture and share the learning from each contract by constant review and champion continuous improvement. Provide regular project reports to the Operations Manager and others as and when required to assist with internal and external reporting requirements. Maintain fleet, driver and movement systems/records as required, ensuring current accurate information is readily available. Ability to analyse and diagnose problems and implement effective solutions. Innovation and Initiative: To actively participate in appraisals and project scoping for new contracts. To work collaboratively across R3 Repairs workstreams to enable the delivery of the companies aims and objectives. To ensure administrative contract milestones are met in accordance with customers specifications. To resolve problems in collaboration with internal and external teams, through innovative and creative solutions. Responsible for researching and promoting innovation and sustainability for management and delivery of reactive and void repairs contracts. To contribute to the review and continuous improvement of policies and procedures. To contribute to R3’s Performance, Assurance and Risk Strategies. To contribute to the preparation and delivery of R3’s Business Plan and Initiatives. To contribute and assist in the delivery of an out of hours repairs service to meet the needs of the company and customers. Interpersonal Skills: Internal To provide a customer focused and professional service to partners, internal and external stakeholders and our customers. Be consistent and clear, authoritative and provide impartial professional advice in relation to contract management. Exercise sound judgement in the provision of advice and guidance. To liaise and assist internal and external stakeholders where appropriate and sustain good relationships, with stakeholders and partners. Control and monitor vehicles, plant, equipment and materials ensuring a value for money approach is delivered. To ensure efficient and effective management and supervision of staff, proactively engaging with staff to encourage staff motivation and continuous development. External Act as an ambassador of R3 Repairs developing potential for new business opportunities and increasing R3 Repairs’ profile and networks within the sector. On behalf of R3 Repairs, attend meetings with strategic partners and customers. Develop and maintain effective communication and consultation processes with customers, internal stakeholders and any other connected or involved external stakeholders and partners. Monitor and audit service contracts, sub-contractors and suppliers, ensuring best delivery of services in a cost-effective manner. Contribute to the close management of consultants, contractors and internal staff on contract works. Leading and Developing People: Take on the role of Manager and support R3 Repairs teams’ to plan, monitor and deliver a customer focused repairs and maintenance service. Responsible for the management of trade operatives and site managers providing support and guidance where required in accordance with policies, procedures and People HR. Carrying out training and development reviews ensuring teams have a continuous development plan. Carry out on and off-site management of all trades, supplies and contractors to ensure work is carried out to an acceptable quality standard, including site supervision as per policies and procedures. Bring a motivated approach and commitment to providing quality services and meeting standards by encouraging staff to continuously improve. Promote high standards of ethical behaviour, probity, integrity and honesty. Resources: To be responsible for the management of contract income and expenditure within agreed budget levels, and ensure cash flow is kept up to date and liaise with finance colleagues to ensure there is clear and timely exchange of business-critical information. To lead in the preparation of monthly/quarterly reports for all customers internal and external. To prepare reports for, and when required attend, any Customer and Management Meetings. To participate in working groups on any contract related matters and jointly with colleagues as required. Project Responsibilities: To successfully manage identified projects ensuring project aims and objectives are fully met through appropriate project measures. (i.e. Time, Cost and Quality) and provide a co-ordination role for internal services. Delegated responsibility for the health, safety and welfare of operatives, contractors and other third parties ensuring statutory obligations under the Health & Safety at Work Act 1974 are followed. To attend customer/client meetings regularly and keep customer/client teams and other key stakeholders informed of any variations or alterations to contracts. Responsible for R3 Repairs work teams ensuring they continue to be fit for purpose, efficient and cost effective delivering services to all customers requirements. Maintain effective project governance and compliance across all contracts. Provide support to colleagues in business planning for the organisation’s future development capacity and capability. Expertise Responsible for the management of a professional, efficient and cost-effective reactive, planned, cyclical and void repairs service to the required quality standards and within approved budgets, in compliance with appropriate legislative controls and within the policies of R3 Repairs. Contribute to R3’s strategic development, resource allocation and business performance. Work for all R3 Repairs workstreams including private and commercial customers, providing quotes where required, ensure repairs and installation work is completed within target and budget to a high standard. Upon completion ensure accurate job costings and invoicing is produced. Working with the Planning team and the Materials Co-ordinator, ensure all materials, plant and tools are available for works to properties, following the company’s reactive and void processes. Monitor progress at regular intervals to ensure completion within target times and inspect prior to returning to client according to customers’ requirements. Working in partnership with the Planning team, ensure complex or multi trade works are carried out by the relevant trades in the required sequence. Qualifications: An HNC in a construction related discipline or equivalent demonstrated through experience. Recognised qualification in Health and Safety or be willing to undertake. Experience: Managing and delivering multiple complex portfolios of contracts simultaneously. Managing and motivating teams with multidisciplinary responsibilities. 3 years minimum experience within a repairs and maintenance environment. Financial and budgetary management experience. Experience of effectively managing a variety of projects from inception to completion Significant experience of Housing Association/Contract processes and procedures Knowledge/Skills: Understanding of Housing Associations business practices including the role of the Scottish Housing Regulator. Overseeing customer complaints, including tracking complaint resolutions, handling complex and escalated customer service issues and to implement improved processes and procedures if required. Understanding the role of the Scottish Public Services Ombudsman (SPSO). Competencies: As well as the ability to do this role you will be assessed in conjunction with the following competence areas: Conflict within Teams. Managing Change. Leadership. Customer Service. Continuous Learning. Communication. Problem Solving.