West London, London
£30.00 - £34.00 per hour
about 1 month ago
Repairs Contract Manager
To provide client management of the contracted-out repairs and voids services and contractors of Council residential properties. Ensure that for the services/area allocated, the service is joined up and consistently meets resident and other stakeholder expectations.
Make certain that control systems (such as agreed KPIs and business management information) are applied in managing contractors to achieve contractor efficiency in delivering repairs. Make sure contractors are effectively managed and supported.
The objective is to achieve an outstanding repairs service and related functions such as voids.
Manage the repairs client function to achieve a supportive framework which drives continuous improvement and high levels of customer satisfaction.
Client the repairs service including voids to deliver agreed performance and customer satisfaction targets.
Ensure the housing stock is safe and compliant in line with best practice and current recognised standards.
Apply the performance framework to monitor contractors and drive service improvement. Within this framework build a collaborative operating culture to maximise efficiency, drive innovation and secure 'best in class' customer service.
Utilise financial parameters for the operation of the repairs service to ensure that all parties are clear on their delivery targets, operating budgets, and financial reporting. Monitor financial performance against budgets and financial targets. Take early corrective action where over/underspends are identified.
Operate the performance management framework to monitor contractors and provide easy comparison against targets. Consistently monitor KPIs and ensure that performance is reported on. Identify service, performance and financial problems and failures and ensure that these are quickly resolved through improvement plans. Where problems and issues are identified ensure quick corrective action is taken including improvement plans, deep dive reviews and contractual remedies. Performance failure must not be left unaddressed.
Continually involve residents in the process of service design including the review of KPIs and monitoring of services. Apply the resident performance review process to maximise visibility around performance.
Use technology in the ongoing development and improvement of the service.
Support the development of the council's reputation as a deliverer of high quality customer focused repairs services.
Ensure that targets for the delivery of voids are closely monitored and that the repairs element is always in line with 'best in class' turnaround times.
Monitor the quality of repairs to ensure that services are not just provided on a timely basis but that they are completed as far as possible on the first visit and to a quality that drives high levels of customer satisfaction.