ONE HOUSING

JOB DESCRIPTION

Job Title:Contract ServicesAnalyst

Department:Contract Services - Citystyle

Responsible To:Head of Contract Services

Job Purpose

  • To ensure the accurate calculation, construction and issue of all service charges including both annual revenue charges and major works charges for properties in the OHG portfolio and management, working as required with other departments to achieve this.
  • To provide an excellent customer focused professional management service to residents and clients, ensuring all legal landlord/freeholder obligations are met, ensuring all relevant fees, charges, notices, contracts and rents are issued in a timely manner and addressing as required any queries in relation to these.
  • To assist with the management of estate services contracts, contractors and the relationship with third party landlords and co-ops.
  • To advise and implement lease terms, statutory measures and OHG policies relevant to the management of shared ownership and leasehold properties.
  • To assist with the negotiation and management of external andinternal procurement services and contracting arrangements for estate services, utilities and other services and identifying where opportunities exist to extend arrangements for the benefit of the wider organisation.
  • To maximise income to the organisation by ensuring the maximum levels of cost capture in relation to contracts is ascertained for service charges and that all income is collected from third parties and clients.
  • To provide specialist advice and guidance to colleagues, residents, third party landlords and other organisations as required on matters relating to estate services, contractors, paying for services and procuring services.
  • To assist with managing contracts with managing agents, third party landlords, Co-op’s and other housing associations relevant to the Citystyle portfolioand addressing as required any queries in relation to these.
  • To work closely with other colleagues in Portfolio Management and Landlord Services and colleagues in OHG, in particular inHousingOperations, Finance, Allocations, One Direct, Customer Services, Development and OHG’s sales agent to ensure the efficient and effective provision of services to all residents.
  • To proactively ensure that the databases and mapping used for the monitoring contracts, third party agreements and costs is up to date, accurate and contains all the relevant information.

Main Responsibilities

  • To provide an excellent customer focused service for the Group’s customers and clients.
  • To collect and compile statistical information as required, including on performance indicators. To maintain the central record of departmental statistics, KPIs, performance monitoring and management information and contract and management agreement information and all documentation in relation to services provided to third parties.
  • To maximise Citystyle income by meeting personal and organisational performance targets, objectives and service levels. To work towards supporting OHG’s corporate plan aims and performance standards.
  • To ensure that all new contracts and agreements are accurately set up on systems and that appropriate records are kept. Similarly to ensure that when a contract or agreement ends that all relevant systems are updated and appropriate records are kept.
  • To ensure a coherent record of contracting, contracts and contractors is held, monitored and updated to assist the Housing Services operations and allow the review of priorities and spending against those records.
  • To ensure the performance of contracted services are regularly monitored and reviewed to ensure services are effective, meet statutory requirements, deliver desired outcomes and achieve value for money.
  • To keep updated standard contracting documentation, service specifications, management agreements and implement arrangements for internal service agreements if required.
  • To assist Citystyle during contractual negotiations with a wide range of external providers and whilst developing tenders, bids and contracts.
  • To assist with the development, implementation and management of systems and procedures for the monitoring of external and internal contracts, including “Approved lists of providers” and to ensure that any compliance issues are resolved effectively.
  • To monitor block and estate management contracts for communal services ensuring they are cost effective, high quality and meet legislative requirements. Where required to directly liaise with contractors, direct labour and managing agents.
  • To maintain and update accurate information on the OHG property portfolio in relation to individuals, addresses and properties including unit, block and estate / scheme information and their relevant assets. Including the upkeep of maps and plans in order to identify appropriate charging structures and be able to reconcile block and estate / scheme totals using this data. To maintain data on the legal interest held by OHG in asset and records of who manages assets.
  • To deal with and respond to complex correspondence / contacts relating to the work of the post holder including enquires and formal complaints from customers.
  • To assist in preparation for Property Chamber Tribunals and court action providing information as required and to explain the outcome of any hearing to other departments as necessary.
  • Work closely with property management teamsto ensure the feedback and information received from customers and site visits is used to review service charges, contracts and agreements to assist inthe process ofconstructing accurate rents and service charges and achieving value for money high quality services.
  • To liaise with Finance, Insurance Companies, Insurance Claim Handlers, Loss Adjusters and Insurance brokers as required to recharge accurate costs to Citystyle customers in relation to insuring the Citystyle portfolio and to adjust service charges in relation to amounts claimed under any insurance policies.
  • Operate the appropriate financial controls when dealing with Citystyle money, ensuring accurate records are maintained, allocating and reconciling payments as required and ensuring the correct receipt of invoices, in accordance with financial procedures.
  • Liaise with Development, sales agents and property management teams to ensure and coordinate an efficient handover of new build schemes as regards the procurement of estate services and the timely setting of service charges.
  • To assist with the operationally and cost effective set up of new sites and schemes prior to handover working closely with the relevant property management teams.
  • Work with property management teams following estate inspections, the inspection of communal repairs and maintenance to establish feedback on contractor’s performance, keeping appropriate records and recommending appropriate action to HCSas required. As requiredto liaise with external parties including external contractors and managing agents to achieve this.
  • To assist with estate inspections as required and the accurate recording and reporting of these inspections. To proactively attend sites to effectively monitor the performance of contractors.
  • To carry out all landlord/freeholder management tasks as directed by the Citystyle Managers or the Directorof Citystyle.
  • To work closely with property management teams and managing agents on mixed tenure estates to resolve any issues of concern.
  • To maintain up to date records relevant to all Citystyle customers and customer contact details.
  • To help set Housing Services budgets in relation to contracts and agreements and to monitor these budgets regularly, addressing and reporting any areas of concern.

General

  • To assist the Portfolio Management team and Landlord Services team as and when required or as requested.
  • To contribute to the development of OHG’s strategies and policies through positive participation in working groups and other corporate activities.
  • To code invoices through the OHG invoicing system and pass to relevant person within the team to authorise for payment.
  • To produce accurate reports and information for the Team Manager or AD of Citystyle as and when required, providing information on individual statistics, service statistics, KPIs and ensuring compliance with performance targets.
  • Periodically check expenditure accounts, journaling miscodings where required and advising teams of any overspendswhere necessary.
  • To ensure that Financial Systems and records are accurate at all times in accordance with guidelines, procedures and to ensure compliance with any Financial Regulations.
  • To maintain IT systems as required relating to work of Citystyle.
  • To have a working knowledge of the legislation (even where complex) relevant to the role including Landlord & Tenant legislation and also relevant regulations and contracts including leases, plus any procedures and policies relating to the service.
  • To support resident involvement activities contributing as required to newsletters, handbooks, surveys, consultations, etc. and to attend and support as required Home Owner’s Forums and other resident involvement events.
  • To undertake site visits, home visits and any other outside meetings as required to fulfill the requirements of the post.
  • To attend relevant training programmes as required.
  • To work out of hours and at weekends as required.
  • To adhere to the Group’s Equal Opportunities policies; Customer Services Standards; the Data Protection Act and OHG data security provisions;health & safety regulations and legislation;in all areas of work.
  • To adhere to all the Group’s internal policies and procedures.
  • To work as reasonably required in any of the Group’s geographical areas.
  • This job description provides an indication of the role and responsibilities but should not be construed as an exhaustive list of duties that the post holder may be asked to undertake.
  • To undertake any other duties consistent with the scope and functions of the post.

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