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Job Vacancy Details

Senior Support Officer - Repairs (circa £19,500)

We are currently looking to recruit an enthusiastic customer focused Senior Support Officer to work in our busy Building Services Department. The role is to supervise a team of up to 5 Support Officers on a day to day basis to assist the Repairs Managers in coordinating the delivery of a comprehensive administrative function to the Building Services Department. Previous experience of working in such an environment is therefore essential. You will need to have experience of supervision of staff in resolving customer enquiries along with knowledge of housing repairs within a Social Housing Environment. You will have the ability to be able to prepare statistics and performance information for Repairs Managers and build relationships with and be main point of contact for a portfolio of sub-contractors. You will also assist in requesting quotations/estimates, issuing work, following up on outstanding work and reconciling invoices. You will need to be able to work creatively with others through meetings, focus groups, networks and projects to deliver service improvements to enhance service deliveries. Working alongside the Repairs Managers you will provide specialist support for the maintenance and monitoring of Northgate computer systems including Houlive and the Scheduling Workbench and assist the Senior Production Control Officer in the general house keeping of these systems. You will have the ability to adhere to all policies, procedures and good working practices adopted by Cestria Community Housing Association and be flexible with regards to working hours and location as required to meet the needs of the business. For an informal chat regarding this post please contact Glen Vardy, Responsive Repairs Manager by phone on 0191 385 1900 or by email to glenvardy@cestria.org

Job Purpose

  • To assist the Repairs Manager in coordinating the administrative support to the Building Services Department. To coordinate the delivery of a comprehensive, high quality, general and specialist service to customers, both internal and external, and play an integral role in accommodating customers’ individual needs. 

Accountabilities

  • To assist the Repairs Manager in coordinating the delivery of a comprehensive administrative function to the Building Services Department as a whole.
  • To supervise staff within their team on a daily basis.
  • To supervise and assist team members to follow, enforce and contribute to the procedures regarding repairs, voids, planned and cyclical programmes, ensuring all records are accurately maintained with consideration to legal implications.
  • To supervise the preparation of statistics and performance information for Repairs Managers and Building Services Manager.
  • To build relationships with and be main point of contact for a portfolio of sub-contractors in respect of requesting quotations/estimates, issuing work, following up on outstanding work and reconciling invoices.
  • To supervise and also assist in responding to and resolving customer enquiries, both internal and external, in a timely and courteous manner across all channels i.e. telephone, email, text message, face to face or in writing.
  • To ensure that team members take responsibility for owning service requests, including complex issues, engage with customers and update them on the progress of their enquiry.
  • To ensure that team members maintain ownership of queries until they are resolved or passed to specialist areas and work with the service teams to ensure a high quality of service is provided at all times.
  • Support colleagues and Customer Service Advisors through coaching and buddying.
  • To assist the Repairs Manager in carrying out Individual Development Reviews including identify specific training needs for team members.
  • Utilise knowledge and experience to provide colleagues with specialist advice.
  • Work creatively with others through meetings, focus groups, networks and projects to deliver service improvements to enhance service deliveries. 
  • To provide specialist support for the maintenance and monitoring of Northgate computer systems including Houlive and the Scheduling Workbench.
  • To assist the Senior Production Control Officer in the general house keeping of the Northgate Houlive System.
  • Adhere to all policies, procedures and good working practices adopted by Cestria Housing Association.
  • Be flexible with regards to working hours and location as required to meet the needs of the business.
  • The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may be expected within the scope of the post.

Performance Measures

  • Measure 1 - Provide services in accordance with relevant policies and procedures, reflecting equality and diversity best practice and relevant legislation, including health and safety, at all times
  • Measure 2 - Accurate record keeping including computerised records, statistics and performance information.
  • Measure 3 - Good communication, numeracy and computer skills
  • Measure 4 - Service Standards and Customer Satisfaction Targets for Cestria Community Housing are achieved.

Knowledge/Skills/Experience

Essential

  1. 5 GCSE’s at grade C or above including Maths and English or equivalent.
  2. CIH Level 3 in Housing or  equivalent
  3. Experience of providing administration or business support within a Building Services/Housing environment.
  4. Experience of supervising staff in a similar environment
  5. Dealing with people in a service environment.
  6. Ability to meet deadlines and cope under pressure.
  7. Sound knowledge of housing and customer service/focus principles based on practical experience.
  8. Pro-active approach to customer involvement and consultation.
  9. Ability to communicate effectively.
  10. Efficient and effective team worker with ability to work on own initiative where necessary.
  11. Proficient IT skills including MS Word and Excel.
  12. Ability to deliver measurable outcomes.
  13. Ability to plan, organise and prioritise work effectively for self and others.
  14. Ability to mentor/coach/train on an individual or team basis.
  15. Commitment to continuous personal learning and development.

Desirable

  1. NVQ Level 3 in Business Administration
  2. Supervisory Management Qualification eg NEBSM Certificate
  3. Experience of working in a Building Services environment with experience of and an aptitude for repairs diagnosis.
  4. Experience of and/or expertise in customer involvement and consultation.
  5. Knowledge of Equality and Diversity issues

Competencies

  • Personal Learning and Growth
  • Flexibility and Resilience
  • Future Focus - Level 2
  • Innovation – Level 2
  • Problem Solving – Level 2
  • Results Focus – Level 2
  • Meeting Customer Needs – Level 2
  • Gathering/Seeking information – Level 2
  • Leadership – Level 2
  • Building Relationships – Level 2
  • Developing Others – Level 2
  • Impact and Influence – Level 2

£19,500

06/02/2012

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