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Service Manager

Job Posted: 12 hours ago

Salary: £ 50,000 - 57,000 / Annum
Job Type: Permanent
Location: Tunbridge Wells, Kent

Expire in: a month

Job Description

I am currently working with a Housing association based in Tunbridge Wells, They oversee 13,000 properties across the South East and Kent, specialising in repairs and maintenance, They are looking for a service manager who has experience in repairs and maintenance to join the team.

The Role:

As the Service Manager you will lead a team of Planners who are responsible for planning, scheduling and managing our tradespeople's diaries all whilst keeping residents informed of appointments and status of jobs, along with managing the Sub-contractor Co-coordinator. You will also manage a team of Trade Supervisors who manage all the repairs operatives

You will be driving service delivery to meet, or exceed, KPI targets such attending jobs within service level agreements, meeting first time fix, reducing travel time and No Access to properties as well as providing an excellent customer service to all stakeholders including the client, the resident and internal parties. You will be keeping residents up to date with sub-contractor works and ensuring works are completed in line with complaint resolutions. 

A key element of the role is managing and motivating a team, providing clear objectives, direction and leadership, ensuring the values and culture is embedded between teams and values and behaviours are continuously promoted and practised within the team.

Accountabilities:

Responsible for managing and motivating a team and driving area and team performance, providing clear objectives, direction and leadership
Being the face of repair's and the lead on local area issues and being the interface with tenant bodies
Be responsible for spend in line with the budget and support the budget setting and forecasting processes
Ensuring and assessing that those employed (contractors and employees) to maintain properties have the necessary skills, knowledge and experience.
Assist with delivering cultural change from technical compliance to resident satisfaction, actively promoting this through a range of activities, and embedding in day-to-day tasks and language.
Responsible for meeting service delivery targets, including end to end management of the service within a defined area
Responsible for collaboration and sharing of best practice
Proactively manage resources, challenge commercial and operational effectiveness and drive a positive culture in line with values and strategies
Responsible for ensuring that all customer management systems and process are maintained effectively
Responsible for ensuring all targets are met or exceeded e.g. KPI's and contractual obligations
Responsible for ensuring health and safety is maintained by working with the HSE & Compliance Manager
Responsible for complying with all internal and external policies; preparing for and complying with any recommendations from Audit and inspections
Provide clear and regular communication to staff ensuring performance, against target, is communicated and any remedial actions plans are cascaded and implemented
Responsible for management of all operational assets
Develop, train and retain high quality staff to deliver high levels of customer service, ensuring trades are multi-skilled where appropriate
Ensuring right level of resources are available, with the right skills to deliver the service
Responsible for optimising deployment of resources
Responsible for the end-to-end management of service delivery, from allocation of jobs through to completion
Optimisation of labour resources through effective use of planning and scheduling tools. Adherence to daily disciplines
Responsible for monthly operational reviews with the Field Supervisors identifying any performance issues and creating remedial actions plans
Authorise written response to formal complaints
Ensure compliance with all internal and external policies
Attend contract management meetings as appropriate
Ensure that contracts deliver value for money, customer excellence in service delivery and strong technical performance.
With the support of HR, manage staff conduct and performance, ensuring compliance with company policies and standards.
Always act as an ambassador and act as a leader
Keep up to date with changes in legislation, sector practice and ensure this is cascaded appropriately and reflected in policy and/or procedural change. 

General:

To adhere to the equal opportunities policy and to actively promote equality of opportunity wherever possible. 

Recognise, respect and promote the different roles and diversity of the individuals within the business. 

To actively contribute towards key performance indicators and professional standards. 

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. 

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. 

To take responsibility for your own development and professionalism, ensuring that you keep up to date with new developments and continuously expand and build on your knowledge. 

Attend and participate in training and other meetings and staff events as required. 

Be an effective member of your team, presenting a positive impression of your section and the business. 

Essential and Desirable Criteria

:Excellent communication, engagement and influencing skills
Experience of workforce electronic scheduling systems
Excellent planning and data interrogation skills
Positive proactive attitude
Good understanding of Social Housing Building Maintenance
Experience of managing teams
Proven strong leadership skills
Excellent dispute resolution skills
Appropriate qualifications including GCSE English & Math's or equivalent
IT literate (Microsoft Office)
Professional approach with high standards
Full UK Driving LicenceRG Setsquare is acting as an Employment Agency in relation to this vacancy

Before You Apply

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Bank details.
National Insurance number.
Date of birth.

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