My client is a leading Housing Association who have a newly created role within their repairs business. They are seeking an experienced leader who can spearhead the department and deliver exceptional service to its customers.
Purpose:
You will maximise the use of resources and utilise a highly motivated and empowered team to achieve the highest level of customer satisfaction with services provided. You will drive cultural change by working closely with colleagues and external stakeholders.Core accountabilities
1. Have overall responsibility forpliance and timely delivery of Health & Safety, financial and operational requirements in line with best practice and legal framework.
2. Strategically plan, organise and manage the business resources to maximise performance and resident satisfaction levels, meetingpany targets.
3. Develop and maintain processes for continual improvement
4. Maintain and promote effective relationships at all levels, focusing on staff performance and better service for residents, with a focus on delivering a great customer experience, the best value and establishing the best operating practices.
5. Recruit, motivate and retain the best people, creatingplimentary teams with development and succession plans and a culture of employee empowerment.
6. Encouraging a workplace with a strong sense of ownership and where people go the extra mile, focused on continual improvement and providing a great customer experience.
7. Provide optimum levels of leadership, encouragement and training in order to support and help others achieve results and meet their targets.
8. Creating a network of contracts across various disciplines.
9. Maintaining and developing effective relationships, an effectivemunicator at all levels
10. Have overall responsibility for the delivery of contract KPI’s and continually seek improvement in operational delivery, working closely with colleagues to listen to and understand resident feedback and how we can learn from it to improve services.
11. To be proactive and energetic, seeking to get things done and, at the same time, deal with a variety of tasks and wide-ranging responsibilities and accountability.
12. Promote social responsibility andmunity engagement by working closely with colleagues to understand resident andmunity priorities.
13. Provide solutions in situations involving new and unexpected – ovee problems as well as provide direction for others.
14. Actively engage with and support the resident engagement framework, working with colleagues and residents to review and continuously improve services. This will include attending a range of resident meetings/events.
15. Ensure that we work to mitigate any issues before they beplaints. Whereplaints do arise, ensure the team responds in line with Housing Ombudsman requirements andpany policy, ensuring the focus is on empathy, goodmunication, prompt resolution and effective delivery of oues.
16. Ensure the team is focused on delivering a great customer experience and adheres to the key principles of our customer experience approach: listening and learning, information andmunication, always improving and the right tools for the job.
Other Key responsibilities
17. Financial responsibility for approximately £ Skills in analysing trends, building forecasts, and ensuring financial efficiency within the repairs service.
18. Ensuring value for money
19. Reviewing subcontractors contracts to ensure retain, manage and ensurepliance
20. Be innovative and work with others across the business to promote the business.
GENERAL
21. To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
22. Recognise, respect, and promote the different roles and diversity of individuals.
23. To actively contribute towards the key performance indicators and professional standards.
24. Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
25. To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
26. To participate in training, attend other meetings, and staff events as required.
27. Be an effective leader of your team, presenting a positive impression of your section and the group.
28. Take responsibility for recognising and recording customerplaints, however made, and ensure that anyplaints allocated to you are responded to within policy requirements.
29. Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
30. Maintain awareness of budget requirements and value for money while delivering your role.
31. Consider and highlight any risk to the organisation or individuals whilst delivering your role.
32. Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.
33. This role will involve visiting other offices and stock, and you will be required to have your own car and a full driving licence.