Property Services Manager

This job has now expired
Westminster, London
Fixed Term Full Time
£49,113 p.a.

The Church of England Pensions Board provides retirement services set by the Church of England for those who have served or worked for the Church. We are a charity which provides retirement accommodation and services to people who have given a lifetime in ministry. We are not a registered social housing provider, and do not operate as one. Our vision is to deliver a professional high quality and efficient service to our customers, respecting their needs and the needs of those who provide us with the money to do this.

As Property Services Manager you will work with our contractor partner and other organisations to deliver an excellent customer focused repairs and major works service.

To be successful, you will need to demonstrate an ability to lead and manage a team of around 6 staff and a clear understanding of customer service and property maintenance within occupied housing. An innovator and a problem solver, you will have a good knowledge of construction and maintenance works and of managing budgets

Joining us at an exciting period of change, we are looking for you to bring a positive energy and can-do attitude. You will contribute towards the development and implementation of a new housing management system and new ways of working.

This is a fixed term contract expected to last for 15 months, but may be extended.

Interviews will be held on the 4th November 2019

In return we offer a unique environment with opportunities for continuous learning, generous annual leave for work life balance, season ticket loans and a range of benefits including discounted entry to attractions and what we feel is a market leading package when it comes to our pension scheme.

The Role

Reporting directly to the Head of Operations and Strategy, the role is a pivotal and high profile one within the department. Responsible for managing a range of services which directly affect our customers and customer satisfaction you will seek to continually improve and develop our services. You will be responsible for over £3.5 million of expenditure to provide an excellent repairs and planned works delivery programme for our housing stock. You will manage significant risk including ensuring the legal compliance of our homes, reputational risk and contract risk.

Key Responsibilities

  • Lead, manage, develop and supervise the Property team including; setting objectives, managing performance and implanting a programme of continuous professional development of staff.
  • Responsibility for the delivery of the day to day repairs, aids and adaptations, including cyclical inspection and testing (current budget around £3.5m)
  • Delivery of a future capital works (value to be determined)
  • Ensure homes remain in a legally compliant position through a programme of cyclical inspection and testing.
  • The management of various works contractors and consultant services through fulfilling the role of client representative (or similar) including;
  • A long term partnering contractor who undertakes the day to day repairs and cyclical inspections (appointed on a TPC 2005 with amendments contract)
  • The procurement and appointment of contractors on a scheme by scheme basis (appointed on various forms of contract)
  • Working with contractors develop and maintain a service which meets the needs of our residents
  • Work with all relevant stakeholders including customers to agree service standards and procedures which focus on the needs and requirements of the customers whist protecting our reputation, managing risk and being affordable within the organisations budget constraints.
  • Prepare, manage and authorise budget expenditure analysing financial information, reforecasting and ensuring value for money. Seek authority as appropriate for variations to budgets and for additional expenditure as required.
  • Working with the Head of Operations and Strategy contribute towards the review of the current repairs and contract arrangement to develop in conjunction with our stakeholders a new repairs service and procure relevant service provider(s) to deliver the new service

Main Duties and Responsibilities:

Staff Management

  • To manage, inspire, supervise, train and coach staff allocated to the post in the delivery of their work. Deal with any sickness and absence, as well as carrying out one 2 ones, recruitment, disciplinary and capability meetings.
  • To manage a team of around 6 staff
  • Develop and maintain the teams learning and development plan
  • Delivery of short in-house training
  • Ensure the teams compliance with health and safety procedures

Asset Management and customer relationship

  • Ensure the effective management of the Board’s property assets ensuring consistent standards of service delivery within budgetary controls applicable to the relevant ownership type.
  • To develop and embed standards of service delivery to customers.
  • To provide customers who through age, frailty and/or disability need to consider major adaptations to their home and/or other housing options with a model of service delivery which includes home visits, a range of housing option alternatives, and practical support where needed to accomplish ‘staying put’ adaptions where appropriate.
  • Investigate and respond to resident complaints in a customer focused manner within defined timescales. Ensure that appropriate actions arising from complaints are implemented and residents are kept informed and updated on progress. Regularly review complaints to identify and implement “lessons learnt”.
  • To review with Property Officers their current workload and cases they are working on. Assign as required complex cases to relevant team members.
  • Provide management of the stock condition data, development of five year investment programmes and management of larger works arising from repairs calls. To use the stock data to develop, implement and continuously improve an asset strategy that will in the long term reduce the volume of responsive repairs. Ensure that stock data base records are updated and maintained to reflect works undertaken to dwellings and to assist in forecasting future planned programmes.
  • To manage and develop the repairs and major works service provided through external contractors. Use effective contract management tools to deliver an excellent service to residents and working in collaboration with our service providers. Fulfil the role of client representative (or similar) under the terms of the contract. Implement measures to ensure suitable cost and quality control.
  • To procure works and service contractors in accordance with the organisations policies and procedures seeking to achieve best value.
  • To develop and maintain decision making processes and flow charts to provide consistency in identifying priorities and managing customer expectations.
  • Actively manage and embed a culture of risk and compliance management including;
    1. Safeguarding matters
    2. The provision of safe and compliant quality housing
    3. Management of empty properties
    4. Insurance claim matters
    5. Boundary disputes, party wall and right to light matters including responding (as appropriate) to planning applications submitted for properties in the vicinity of the managed housing stock.
  • The management of repairs for Shared Owners including ensuring that Section 20 notices are issued and the correct regulatory process is complied with.
  • To produce quarterly reports summarising complaints for the Housing Committee and Board.
  • To take responsibility for ensuring the accuracy of data and recorded information.
  • Responsible along with other team members for ensuring continuation of service in the absence of other staff.
  • The organisation will be implementing a new housing management system over the next 24 months. The post bolder will contribute towards the development and implementation of the system including supporting the team towards full use of the system to provide greater collaborative working and accurate records of contracts with customers, works planned or undertaken to the property and greater ease of ensuring visibility of compliance related data.

Financial Management

  • Ensure the preparation, control and monitoring of budgets and provide monthly progress reports
  • Support the preparation of long term asset management plans to identify priorities are achieved within set financial parameters
  • To be responsible for all Insurance Claims and requests for compensation

Health & Safety

  • Promote and ensure good practice in Health and Safety throughout the team and contractors activities
  • To ensure compliance of the housing portfolio in a range of areas including asbestos, gas, and other safety related matters
  • To ensure compliance with the Construction (Design and Management) regulations, and other regulations as appropriate.
  • To ensure records of compliance related works undertaken by contractors and teams are updated on relevant record systems to enable accurate reporting of the organisations performance.
  • Ensure compliance and management of key certificated activity and health and safety areas of work.

The Requirements:

Essential

    Knowledge and Experience:

    • Experience of team management (desirable)
    • Knowledge of repairs and improvements within the Housing Sector (essential) and a knowledge and understanding of older persons/Retirement Housing (desirable)
    • Knowledge and understanding of principles of good asset management and building works to enable residents to safety use and occupy their own homes into later years of life (desirable)
    • Knowledge and understanding of the legal and statutory framework relating to repairs and maintenance within Housing requirements
    • Knowledge of building design and construction, refurbishment and maintenance methods.
    • Extensive technical expertise, particularly in the management of works for major works
    • Knowledge of Health & Safety legislation in relation to the building and construction
    • Knowledge of asbestos management
    • Strong understanding and experience of customer engagement and delivering excellence in service delivery
    • Ability to prepare and present quality professional reports
    • IT Literate and proficient in contract, budget management and reporting skills
    • Understanding of housing management database systems and the benefits of such systems

    Education:

    • Educated to degree level or equivalent
    • Demonstrable training in key areas including health and safety, Contract Management and Partnering
    • Minimum requirement: Intellectual capacity associated with either an appropriate building qualification, RICS, CIOB, BTEC Higher or equivalent or significant knowledge and experience in asset management/customer services with a willingness to gain membership of a professional organisation.

    Personal Attributes:

    • Ability to cope with competing deadlines, to prioritise and set targets.
    • Be self-motivated, have initiative and a record of achieving agreed objectives within time and resource constraints.
    • A positive self-motivated professional approach to the needs of older customers
    • Excellent verbal and written communication skills, combined with the ability to negotiate and persuade
    • Adaptable and innovative
    • Ability to relate well to a variety of people and create, maintain and enhance working relationships.
    • Willing to learn new concepts, think strategically and be creative

    Desirable

    Knowledge/Experience:

    • Understanding property investment appraisal and investment planning including using relevant IT tools.
    • Knowledge of energy efficiency and fuel poverty
    • Experience of SAP database

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