Repairs Manager, whg, West Midlands

Job Purpose

To provide a high quality and cost effective Planned and Responsive Repairs Service through both internal and external delivery, ensuring service level agreements are monitored and met.

Responsibilities and Accountabilities

• Ensure effective programming and management of all repair work to all properties owned/ managed by whg.
• Effectively lead, motivate and manage all colleagues within the Repairs Team to achieve high performance, productivity, quality standards and customer service. Pro-actively involve customers in service delivery and attend Customer Forums as required, and quickly deal with higher level complaints.
• Monitor, review and understand trends within the Repairs Team to make recommendations about improvements that can be implemented with regards to quality, service, productivity, value for money and a ‘right first time’ approach.
• Effectively manage all contractors for which you hold responsibility.
• Deliver continuous improvements within the Repairs Team, from setting requirements and writing project plans through to implementing and establishing new ways of working.
• Budget management for the Repairs and Out of Hours service; including forecasting of expenditure and recommending and taking remedial action where necessary. Keep up to date with best practice and new legislation to write procedural guidelines for implementation and to embed; and review Repairs policies and procedures on a regular basis.
• Produce and present reports for the Senior Leadership Team and Exec and attend any meeting as required in relation to the Repairs service.
• Provide and effective and efficient Out of Hours and On Call service for Home Maintenance Service, ensuring value for money and legal compliance is achieved.
• Work closely with the Health & Safety Team to manage and implement all relevant aspects of Health and Safety Legislation, policies and procedures.
• To support the Director of Home Maintenance Services on an ongoing basis to meet corporate objectives and achieve excellent service delivery.
• Work in accordance with whg policies and procedures. Act at all times in the interests of whg and its customers. Actively promote and demonstrate whg’s values.

Relationships

a) Management Responsibility: Overall responsibility for Trades colleagues and Admin and Planning colleagues within the Repairs Team; comprising of approximately 90 colleagues. Direct line management responsibility for four Repairs Team Leaders and one Planning Supervisor

b) Other Contacts: (i) Within the Company: Asset Management Team, Customer Services Team, Stores & Transport Team, Housing Services and other whg colleagues (ii) Outside the Company: External Contractors and peers within other organisations.

Role Requirements: You must have:

• HNC in Building Studies or relevant equivalent level qualification.

• Be a member of a relevant professional body (i.e. CIOB, RICS, Institute of Asset Management) or be willing to work towards.

• Experience of managing a substantially sized repairs maintenance team (including on-call) to tenanted properties.

• Knowledge of the building industry, including building regulations, schedules of rates, and maintenance techniques.

• Experience of dealing with customer complaints with a positive approach to customer care.

• Experience of delivering continuous improvement to improve productivity and efficiency in service delivery that meets strategic goals.

• Experience of sub contractor management, service level agreements and performance management

• Extensive knowledge of maintenance IT systems, databases and mobile solutions.

• An excellent understanding of health and safety legislation.

• The ability to analyse information, make informed judgements, appraise performance and manage risks.

• Excellent written and verbal communication skills. • The ability to prioritise, work to deadlines and manage conflicting demands,

• The ability to build and maintain relationships at all levels.

• The ability to lead, motivate and develop individuals.

• A full driving license is required to travel throughout the whg geography.