barcud

Job Description Senior Repairs and Voids Officer

All criteria are Essential unless indicated otherwise

Reports to: Head of Repairs

Responsible for: Responsive repairs officers and Void Surveyor

Overall Job Purpose:

To lead the delivery of a customer focused, high-performing repairs and voids service for Barcud Housing Association. The role ensures that the Association's homes are safe, well-maintained and re-let quickly, in line with Barcud's vision, values and regulatory obligations, by overseeing contract management, performance monitoring and financial control, leading a team of repairs and voids officers, and continually developing and improving the service.

Key Responsibilities:

• Lead and deliver a customer-focused repair and void service, continually seeking to improve the service in line with best practice, the association’s objectives and business plans.

• Manage responsive repairs and void works from end to end, ensuring that works are scheduled, delivered to quality standards and completed to customers’ satisfaction.

Lead the contract management of key repairs and void contracts, including monitoring contractor performance, chairing meetings, approving valuations/payments and ensuring compliance with contractual terms.

Coordinate and supervise Repairs and Voids Officers and multi-trade staff, providing leadership, motivation, performance management, training and development to deliver services efficiently and effectively.

• Ensure financial control of the repairs and voids service, managing budgets, approving orders and invoices within delegated limits, and delivering services within budget.

Develop and monitor key performance indicators (KPIs) for repairs and voids, analysing data to identify trends, implementing improvements and changes to address poor performance and delivering continuous improvement.

• Identify opportunities for new and innovative practices to enhance business opportunities, deliver efficiencies and adapt to emerging priorities such as climate change, damp and mould.

Ensure that properties are safe, compliant and meet all relevant legislation, regulations and internal policies, including statutory landlord compliance on health and safety and building standards.

• Liaise with tenants, contractors, stakeholders and internal teams to coordinate works, manage expectations, respond to enquiries and ensure high levels of customer satisfaction.

Maintain accurate records, reports and systems relating to repairs and voids, providing management information and contributing to asset management strategies.

People:

• Promote a high-performance culture that drives continuous improvement and efficiencies.

• Communicate the Association’s priorities, plans, vision, objectives and core values to ensure effective service delivery.

Corporate

• Promote and manage effective partnerships with internal and external stakeholders to achieve continuous improvement in service provision.

• Promote health and wellbeing initiatives across the organisation.

• Ensure that all legal, statutory and regulatory requirements are met and best practice is followed.

Uphold the Association’s equality, diversity and inclusion policies in service delivery and employment.

Carry out such other duties as reasonably requested.

This job description is not intended to be an exhaustive list and in view of changing demands, legislation, and regulations, the duties may be reviewed and revised as deemed reasonable and appropriate.

barcud

Senior Repairs and Voids Officer

This person specification details the experience and skills required for the position. All criteria are essential unless indicated.

Qualifications

• HNC or equivalent in a building-related subject.

• Additional management or professional qualifications (e.g. in construction or ILM) – Desirable.

Experience

• Demonstrable experience in a people management role, with a track record of leading and developing teams.

• Substantial experience of managing a repairs and voids service within social housing or a related environment, including contract management and delivering a high-quality customer-focused service.

• Experience of managing budgets and ensuring financial control.

• Experience of monitoring performance indicators and implementing service improvements.

• Experience of resolving complex repairs and void cases and of working with diverse stakeholders, including tenants, contractors and colleagues.

Skills / Knowledge

• In-depth knowledge of building maintenance, housing repairs and void processes, including contract management and schedule of rates.

Knowledge of relevant legislation, regulations and best practice (e.g. Construction Design and Management Regulations, statutory landlord compliance, health and safety, housing regulation).

• Strong leadership and people management skills, with the ability to motivate and develop teams.

• Excellent communication, negotiation and customer service skills, able to work effectively with tenants, contractors and internal stakeholders.

• Ability to plan, prioritise and manage workloads, meet deadlines and deliver results.

• Analytical skills to interpret performance data and financial information.

• IT proficiency, including use of housing management systems and Microsoft Office.

• Commitment to equality, diversity and inclusion and to promoting high standards of customer service.

I have read, understood and agree to the above job description and person specification

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