• Job description

    The property team are responsible for the delivery of excellent repairs and maintenance services to all Wandle residents this will include, day to day reactive repairs, management of contracts and contractors, engagement with customers and other stakeholders, complaint handling and issue resolution.

    Supporting the M&E Manager in the effective maintenance of M&E equipment within Wandle’s property portfolio. The M&E Services Surveyor will be responsible for effective management of repairs and maintenance to all equipment. They will also ensure effective customer engagement in the day to day management of the equipment, ensuring high quality services and working across other front line service teams, leading to improved customer satisfaction.

    A day in the life:

    You will:
    • Ensure the maintenance and repairs of Mechanical and Electrical installations (such as lifts, communal boilers, door systems, gates, lighting equipment etc) are carried out safely, effectively and efficiently throughout Wandle properties.
    • Responsible for M&E equipment across an operational patch, carrying out periodic (and documented) inspections to ensure that they are operating in line with relevant standards and requirements.
    • Oversee the preparation of Mechanical & Electrical installation specifications, works drawings and tenders as required and in accordance with Wandle standing orders.
    • Supervising work on-site of Mechanical & Electrical contractors delivering installation and repair works to Wandle properties.
    • Taking responsibility for resolving customer complaints, and service enquiries in a professional and responsive manner.
    • Attending meetings, and site meetings with contractors as required to discuss contractual performance or financial matters.
    • Take ownership of safety of customers and users of Wandle properties where relevant to own duties (reporting or escalating H&S issues where required)
    • Work with contractors to ensure repairs and maintenance issues are identified early and resolved promptly with as little disruption as possible to services and raise orders on relevant corporate systems to aid effective management and tracking of progress.
    • Monitor the performance of contractors, including quality control of completed repairs, in line with contract KPIs and objectives, feeding into performance meetings and contractor review process. Ensure value for money through checking of invoices and valuations.
    • Ensure that contracts/works are delivered in a safe manner in line with current Health and Safety legislation.
    • Provide liaison with other Wandle staff and stakeholders within operational patch to ensure effective management of equipment
    • Attend site inspections on request of customers and or stakeholders in line with SLA’s and service requirements, agree resolution of issues and act on oncome to ensure services are of a high quality and great customer experience.
    • Communicate with all stakeholders in the event of major service failure or disruption affecting premises within operational patch. Provide regular updates
    • Ensure complaints from customers, including members enquiries are effectively responded to in line with service standards and deadlines. Escalate to management where appropriate.
    • Lead on customer engagement with support of Neighbourhood staff (Customer Services Officer) to respond to major breakdowns/disruption to services, attending residents meetings where required.
    • Assist in the programming and organisation of planned and cyclical maintenance and to monitor and inspect the work carried out.
    • To report formally to the M&E Manager with up to date information regarding general maintenance issues and to make him/her aware of any major maintenance issues that arise.
    • Provide backup cover for colleagues within Repairs and Maintenance team and assist the Compliance team as necessary.

    What you’ll need to have:
    Experience, Knowledge, Understanding:
    • Knowledge of relevant legislation, regulations and good practice in the management of M&E equipment.
    • Excellent verbal and written communication skills
    • Experience specifying technical works and quality control of finished products.
    • Experience of responding to complaints and effective resolution of complaints issues.
    • Experience of working with contractors to ensure compliance and delivery of high quality services, ideally in the public sector.
    • Experience of managing budgets effectively and ensuring that challenging KPIs are achieved.
    • Strong negotiation and influencing skills including experience of contract negotiation and dispute resolution in relevant contracts.
    • Excellent record keeping skills (ability to accurately & clearly record information as well as maintain organised and efficient systems).
    • Excellent time management and work planning skills.
    • A demonstrable commitment to continuous improvement (including taking ownership of own performance development)
    • A sound knowledge and understanding of building and health and safety at work legislation.
    • A sound knowledge and understanding of the common types of procurement routes (in line with Wandle Policies and Procedures) for obtaining maintenance works.
    • Strong commitment to and thorough understanding of diversity/safe guarding issues with respect to the employment of staff and the provision of housing and support services.
    • Able to work flexible hours, including evening meetings.
    • Self-motivated, performance driven with initiative to assess complex situations and make decisions quickly and effectively and deliver excellent customer service.
    • Commitment to live the Wandle Values and Behaviours
    • Commitment to Confidentiality and Data Protection

    Other Skills:
    • Good IT skills (intermediate Word, Outlook & Excel)
    • Ability to effectively use Microsoft Dynamics for day to day customer engagement and communications
    • Relevant Degree Qualification or minimum 3 years relevant experience in a Property Services/M&E function within a customer service environment.

    What next?
    If you want to be part of a team that takes pride in delivering excellent customer service to our customers and believe you have the skills and experience to be successful in this role we would love to hear from you.

    Please apply with your CV and supporting statement on no more than two sides of A4 ensuring you address the ‘What you’ll need to have’ section set out in role profile by 23:59 on Tuesday 19th July 2022 to [email protected]

  • Benefits

    • 29 days annual pro rata leave plus public holidays rising to a maximum of 32 days after seven years of employment
    • A defined contribution pension scheme with matched employer contributions of 4%-6%
    • 75% of salary income protection
    • 4 times salary life cover
    • Volunteering leave
    • High street and online savings of up to £1,000 a year via our Wandle Extras scheme
    • Employee assistance programme
    • Flu jabs, free eye tests, social club and much more

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