Service Manager LBS-010 (Housing)

JOB DESCRIPTION

POST TITLE: Service Manager

GRADE: 10

DIVISION / UNIT: Asset Management

DEPARTMENT Housing / Southwark Repairs

REPORTS TO: Contract Manager

PURPOSE OF THE JOB

To lead and manage a team of craft operatives undertaking maintenance works to the Councils’ housing stock, and ensure that the highest standards are achieved and maintained. This will require the post holder to utilise their specialist building industry knowledge.

Ensure that Southwark Building Services delivers the repair provision in accordance with the terms of the contract, and that individual operatives are aware of, and meet their obligations in relation to the contract.

Ensure that all works are appropriately planned and undertaken in order to drive up customer satisfaction ratings.

PRINCIPAL ACCOUNTABILITIES

Responsibilities

Provide and deliver a comprehensive contracting service to our clients, for the voids, day to day and emergency works, delivering the repairs service required by effective use of in-house staff and contractors. Manage, organise and control the activities of all allocated operatives - setting targets, monitoring performance, attendance and conduct - identifying training needs and resolving issues in line with council procedures Deliver a highly professional service through on-going technical expertise and knowledge development amongst the team, and actively encourage staff to identify and implement changes in working practices that will deliver continuous improvement. Ensure compliance with both Fire Safety and Health & Safety legislation and protocols at all times. Respond to and resolve customer enquiries and complaint as they arise and in a timely fashion. Promote and deliver a customer focused service that is responsive to customer needs. Maintain a comprehensive and up to date knowledge of all relevant legislation, procedures and best practice. Responsible for the training & development of staff in accordance with Performance Management, including CPD, objective and target setting and the delivery of work plans.

JOB CONTEXT

Note: The duties as listed above are not set out in order of priority, and other tasks commensurate with the grade of the post may be required of the postholder.

Structure This post formally reports to the Contract Manager

To lead and manage a team delivering operational services provided by the Business Unit.

Financial Responsibilities To manage and supervise the delivery of divisional contracts. Acting as a cost centre manager with responsibility for income generation targets and associated spend.

To deliver and manage up to £2m of income generation and related expenditure

Responsible for monitoring budgetary information in relation to specific ongoing contract performance and recommend remedial action to ensure services meet effective cost targets.

Contacts The post holder will have contacts with staff across the Council including senior managers, Members of Council, Members of the public and external organisations. All of whom s/he is expected to develop constructive working arrangements to progress the objectives of the post and the Council. The post holder is responsible for ensuring maintenance of accredited standards. The business unit is committed to continuous improvement in quality of service. The post holder will be responsible for ensuring that all activities are consistent with best value. This includes assisting in the preparation of the performance plan for the business unit and individual work plans, and learning and development plans.

Grade/Conditions of Service This post has been evaluated at grade 10.

Governed by the National Joint Council for Local Authorities Services, based on the NJC Award for pay.

Contractual hours 36 per week Monday to Friday between the hours of 07:00 and 17:00.

Post holder may be required to work and attend meetings out of hours

Required to perform at the appropriate level of responsibility, whether specifically contained in the job summary or not, which is consistent with the grade and is reasonable in all circumstances across the division having regard to exigencies of the service, your abilities and aptitudes, and all relevant matters.

The post holder will be expected to work flexibly across the different geographical locations of Traded Services sites and operations within the Borough.

Willing to attend training courses – Statutory and CPD

Must wear and utilise all Personal Protective Clothing and equipment in line with task

May be required to participate in the management of the out of hours service rota.

The employment is subject to a probationary period of twenty-six weeks from your start date of employment with Southwark Council, during which time you will be required to demonstrate to the council’s satisfaction your suitability for the position in which you are employed.

PERSON SPECIFICATION The person specification is a picture of skills, knowledge and experience required to carry out the job.

Knowledge, including educational qualifications: Essential (E)

How assessed (S/ I/ T)

1. HNC Building studies or equivalent, or be working toward that qualification or have extensive equivalent experience E S/I

2. Demonstrate evidence of continued professional and personal development within a relevant discipline. E S/I

3. Understanding of issues around the delivery of maintenance and refurbishment contracts in an urban environment. E S/I

4. An understanding of construction and maintenance related contracts. E I

5. Understanding of relevant legislation and codes of practice including H&S, Building Regulations, Fire Regulations, etc. E I

6. Understanding of landlord / tenant matters, leaseholder consultation requirements, and contract dispute & resolution, particularly Disrepair and its special circumstances. E I

Experience:

7. Experience of dealing with the public and in resolving queries and problems. E I

8. Able to diagnose complex building defects and to produce specifications for repair / replacement. E S/I

9. Experience of managing both staff and contractors in a repairs environment. E S/I

Aptitudes, Skills & Competencies:

10. Ability to lead and motivate staff, to act as a coach and mentor, and to provide strategic direction to the workgroup. E S/I

11. Ability to communicate both verbally and in writing, and to adjust communication style and content to meet the needs of the audience. E I

12. Ability to formulate practical solutions to problems given the constraints of the situation. E I

13. Ability to make well reasoned decisions based on available information, within given timeframes. E I

14. The ability to manage people, and the ability to set, monitor, and assist staff to achieve realistic targets. E I

15. Numerate, with strong analytical skills, and the ability to present information at a level appropriate to the audience. E I

16. Ability to negotiate issues, and to exert influence over the views and opinions of others. E I

17. Ability to plan, prioritise and organise workload to meet required deadlines. E I

18. Ability to manage against a budget, and to allocate resources efficiently and effectively. E I

19. Ability to respond to the needs of customers politely and efficiently, and to deal with issues calmly and objectively. E I

20. Can use the available information technology effectively, and efficiently to meet work demands. E I

Special Conditions of Recruitment:

21. To comply with and promote the Council's Equal opportunities policy

Key:            S        Shortlisting criteria                     E       Essential                I         Evaluated at interview                                                             T        Subject to test