Industry Sector: Public Sector/University
To oversee and be responsible for the operational delivery of a high-quality repairs and maintenance service across mixed tenure housing stock, enhancing the customer experience and the University's housing offer.
Key Responsibilities:
* Oversee and be responsible for the operational delivery of a high-quality repairs and maintenance service across mixed tenure housing stock.
* Manage operational management of void repairs through a surveyor and contractor, ensuring works are carried out in a timely manner to reduce void loss.
* Manage service-related contracts in line with budgets and delivering value for money.
* Establish effective reporting mechanisms for repairs data to ensure services are monitored effectively and future demands and impacts can be identified to drive service delivery plans and budget setting.
* Lead on investigating and resolving customer complaints.
* Deputise for the Contracts Manager as required.
Repairs & Maintenance Management:
* Day-to-day staff management of direct reports across the managed services.
* Project manage complex repair works from inception to completion.
* Oversee management of Customer Services ensuring agreed service standards and KPIs are consistently met.
* Effective contract management of key service contracts including supporting the contracts manager and ensuring performance monitoring and reporting of contractor performance against set KPI targets and budgets.
* Oversee the management of Aids and Adaptation works.
* Budget responsibility - forecasting, monitoring and managing spend effectively against set budgets for reactive repairs, disrepair and voids including invoice reconciliations.
* Manage the delivery of robust repairs works order process, ensuring the end-to-end cycle of repairs works orders and reconciliations is managed efficiently and delivers services within budget.
* Compile reports/statistics (such as KPIs/budget reports) for internal use, Committee and Board as required on Housing Services functions.
* Responsible for ensuring processes are in place to deliver effective work quality control mechanisms.
* Participate in the out-of-hours rota system.
Leadership:
* Provide line management to the Housing Services Repairs Team, including objective setting, performance reviews, training, coaching, mentoring, and succession planning.
* Drive high performance from internal resources and third-party service partners, setting and reporting on clear performance metrics and KPIs.
* Provide management and support for the procurement and evaluation of service partners, working closely with the Estates Division and central University procurement teams.
Budgeting and Financial Management:
* Produce board reports, financial reports, and annual service charge budgets, applying appropriate accounting policies.
* Provide prompt invoicing of service and rent charges and collection of same with appropriate action on arrears.
* Manage, monitor, and report on budgets and spend throughout the year.
Health, Safety and Compliance:
* Deliver robust health & safety procedures and drive safety standards across the residential Estate for all work carried out by internal and external staff and contractors.
* Ensure all health, safety and compliance records are up to date and compliant.
Provide a strong and seamless link to other Estates Division functions such as Asset Management, Projects, Property Management, Master Planning, and Environmental functions.
Benefits of working at the University of Cambridge include:
* Competitive rates of pay with automatic service-related pay progression and annual cost of living increases.
* Generous annual leave allowance.
* Generous maternity, adoption, and shared parental leave entitlement and other family-friendly schemes (e.g., workplace nurseries).
* An auto-enrolment pension scheme, with a generous employer contribution.
* Travel benefits and retail discounts at over 2,000 local and national stores.
* Schemes to support with relocation.
Qualifications & Experience required:
* Degree level education/level 7 vocational qualification or equivalent experience.
* Professional membership of relevant body (Licensing Act 2003).
* Significant experience in delivery of maintenance and small works to industry standards and methodologies.
* Demonstrable experience of managing soft & hard FM in a large organization.
* Experience of budgetary control and budget monitoring of multiple cost centres.
* Project management techniques and methodologies.
* Detailed knowledge and use of BMS systems and associated office support applications.
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