Job Title: Maintenance Officer

Department: Operations

/ Job Holder: /

Grade/salary

£29,384 - £33,488
(5 point scale)
Position of Job in Organisation Structure




Main Purpose of the Job;
To be responsible for the delivery of a customer focussed reactive maintenance service. Proactively engaging with residents to provide support, advice and interventions to ensure that properties are effectively maintained, all repairs are undertaken promptly and to high standards, contractors are monitored and supervised ensuring performance targets are achieved and high levels of customer satisfaction is attained.
Core responsibilities:
  1. To provide excellent repairs and maintenance services to customers in accordance with the Association’s policies, procedures and service standards, including:
  • Delivery of all reactive, void property , service charge, and estate management maintenance activities
  • Assistance with the enforcement of tenancy conditions in relation to repairs, damage or neglect
  1. To assist the Asset Manager in the preparation of appropriate Tender & Contract Documentation
  1. To ensure that all repairs and contracts are commenced and completed in accordance with agreed programmes and within budget
  1. To ensure that the quality of work by contractors appointed for reactive, void and service charge maintenance and service contracts is of the highest standard and complies with the Association’s requirements
  1. To liaise with Tenants, key stakeholders and other departments directly affected by the works to ensure that they are fully aware of the initial proposals and any variations instructed during the course of the works
  1. To carry out void inspections and co-ordinate and supervise all necessary remedial works to return properties to a condition suitable for re-letting
  1. To manage and report on performance against departmental targets for all repairs and contractors
  1. To report on the performance of all Contractors and Consultants against set criteria and to agree with the Asset Manager any direct action to be taken in the event of unsatisfactory performance
  1. Contribute to the development and regular review of departmental services and policies, ensuring that these are consistent, compliant with statute and regulation and reflect best practice.
  1. To behave in a manner consistent with organisational values and Association’s Service Standards, ensuring there is a commitment to a customer focussed service and high quality
  1. Maintain, assist and support the links between all the functions within Operational Services and other Departments.
  1. Manage operational relationships with contractors and consultants
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Key results/outcomes/impact

a. All repairs investigated promptly and remedial works defined, costed and ordered
b. Certainty of contract costs, timescales, quality of service and completed project
a. Provision of information to assist in the procurement of contracts
b. Improved quality of service to customers
c. Compliance with legislation
a. Effective on site contractor & project management & supervision
b. Works carried out on time
c. Annual budget targets achieved
a. Maintenance of procedures to monitor and control contractor performance & quality standards
b. High levels of customer satisfaction
c. Long term maintenance costs minimised
a. High standards of customer service
b. Taking ownership of issues
c. Improved customer satisfaction (internal and external)
a. Void properties attain minimum letting standards
b. Reduced average re-let times, within agreed budgets
a. Maintain & report analysis of performance against KPI’s, targets & budget.
b. Improved quality of service, improved customer satisfaction
a. Contracts are carried out by competent consultants and contractors who have the necessary skills and resources to complete the contract within budgets and timescales
a. Policies & services reflect best practice & customers’ needs.
b. Service improvements are identified.
c. Customer feedback informs improvement
a. Team/individual performance and behaviour measured against personal development objectives which supports improvement in services and satisfaction amongst customers.
a. Service level agreements agreed and maintained.
b. Close working & supportive relationships amongst teams
c. Active sharing of information
d. Departmental performance targets achieved
a. Good working relationships developed with contractors and consultants resulting in improved performance against KPIs
Accountability:
Budget - People - None KPI’s -
Appropriate share of:
Reactive Maintenance Reactive, Cyclical & Void Maintenance
Re-let repairs Levels of customer satisfaction
Cyclical Maintenance Spend against budget
Service Charge Operational objectives achieved
Estate Management
Responsible to: Team Leader (Maintenance)
Responsible for: N/A
Key relationships with:
Internal:
Close departmental working with all Operations Department staff to achieve Association’s objectives & targets, inc. Estates Operatives and Scheme Managers
Close working with Asset Manager to deliver planned & cyclical programme objectives
Close working with Finance Manager to effectively monitor devolved budgets and spend
External:
Tenants/owners
Local Authorities; Planning & Building Control; Occupational Therapists
Emergency Services Liaison Personnel
Contractors
Consultants
Residents/tenants groups
Voluntary/community groups
Essential skills, experience and competences:
Knowledge:
  • Technical knowledge to recognise symptoms of disrepair and diagnose effective remedial works
  • Legal knowledge of all obligations and requirements of building owners and landlords
  • Legal knowledge of building contracts
  • Legal knowledge to understand implications of other owners obligations and requirements
  • Building cost knowledge to ascertain acceptability of costs for works carried out
  • Building knowledge to ascertain potential requirements of Planning and Building Standards
  • Housing knowledge for standards of customer service
Successful experience:
  • Housing maintenance/ management or
  • Surveying or
  • Building trades (preferably at supervision level)
Skills and competences:
  • Ability to work flexibly to achieve operational objectives
  • Ability to communicate effectively with people; Tenants, other owners, contractors, other external agencies
  • IT skills to use housing maintenance database, spreadsheets etc
  • Ability to prepare and manage budgets & reports
Qualification levels (minimum):
  • HNC in Building/Quantity Surveying or equivalent
  • HNC in Housing
  • MRICS Qualified or Part Qualified

Sign off (Operations Director) …………………………………. Date …………………..
Specific targets agreed:
Review date…………………