Job Title: Head of Planning and Performance
Contract Type: Permanent
Salary: £69,450 (£76,760 is achieved after 12 months successful performance in the role)
Working Hours: Full time 35 hours
Working Pattern: Monday to Friday
Location: Arlington, London - Hybrid
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as Head of Planning and Performance
Riverside Property Services manages the repairs and maintenance service to over 22,000 properties across London, the Southeast and Home Counties.
Riverside Property Services undertakes repairs, servicing, voids and planned maintenance work to our customers’ homes via our inhouse team and a variety of contractors and service providers who are employed on our behalf. This includes repairs to general needs, leasehold, market rent and our specialist Care and Support schemes. Our work also includes statutory and regulatory compliance checks.
The works scheduling team located within the Camden and Dartford office locations provides support across the property services delivery model. Scheduling works for all Riverside Property Services day to day repairs activities. Which ensures that works orders are scheduled through the In-house appointments system, repairs works are allocated to trade operatives and all works are carried out with minimal average turnaround time. The role will also Include oversight of all sub contracted work allocations.
This role is responsible for leading and managing the works scheduling teams to ensure the provision of effective and efficient scheduling of works within the repairs service. The role will also be responsible for developing, implementing, and managing an auditable performance matrix to enable the organization to accurately monitor performance across the repairs service.
About you
We are looking for someone who has strong customer experience as this is central to all activities when adopting a professional manner and communicating with service users, clients, and both internal/external stakeholders This includes but is not limited to appearance, company ID, maintaining a high standard of Health & Safety requirements. You need to be able to work in a pressurised environment and dealing with challenging situations.
Why Riverside?
One Housing is part of Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
- Ensure the customer experience is central to all activities by adopting a professional manner when communicating with service users, clients, and both internal/external stakeholders This includes but is not limited to appearance, company ID, maintaining a high standard of Health & Safety requirements.
- Effective line management of the scheduling team. You will lead, manage, motivate, engage and support the team to deliver a customer focused service.
- Provide leadership to the team through effective coaching, mentoring, 121s and team meetings. Ensure team members understand their role and areas of responsibilities.
- Understanding and adherence to Riverside’s Group’s Financial and Procurement procedures.
- Responsible for ensuring team members are inducted and adequately trained to fulfil their duties and adhere to internal processes and procedures. Ensure personal development plans are reviewed regularly.
- Support Senior Managers to monitor and manage third party contractor performance to achieve agreed service levels and KPIs.
- The timely production of management reports to support service delivery and meet business requirements.
- Ensure that there is sufficient capacity within the scheduling team to cover all pre booked and unforeseen absence. And attend informal and formal company & client meetings and training sessions as required.
- Ensure IT systems are operated effectively, operatives are using and updating their PDAs appropriately and schedule of rate codes are inputted correctly.
- Ensure repairs are monitored and updated on an ongoing basis in relation to job status, including jobs raised booked within target time, cancelled works orders, repairs without appointments, overdue jobs and all follow-on jobs are actioned by the end of each day.
- Work with all line reports and wider team members including, scheduling team leaders, senior managers, supervisors and subcontractors. To ensure an efficient and productive service is delivered to residents to support the attainment and maintenance of high levels of satisfaction in accordance with agreed standard operating procedures.
DIMENSIONS
- The primary reporting line is to the Assistant Director, Operations; however, the job role will include a close working relationship with other Riverside Property Services staff. This role requires a person with the ability to communicate at all levels with other parts of the Riverside Group, residents, and Riverside Property Services staff.
FINANCIAL RESPONSIBILITY
- Assist with the delivery of day-to-day service so as to maximize contract performance against KPI’s, minimize default notices and penalties and to ensure high levels of customer service so as to achieve contract value.
- Assist in the control the costs of such items as man hours, equipment, vehicles, stock and tools, thus minimizing wastage, and avoidable expenditure.
- Gain appropriate sign off for expenditure and Identify cost effective service delivery options to reduce cost.
COMMUNICATIONS
- The jobholder will liaise with the Riverside Group and its agents, Riverside Property Services staff, operatives, sub-contractors.
KEY TASKS
- Ensuring maximum productivity is achieved, with technical understanding underpinning effective resource management.
- Target driven, fast paced environment with multiple lines of communication.
- Working with some vulnerable service users / groups.
- Managing expectations of client and service users.
- Effective management of Team Leaders and resource.
- Performance oversight and management.
Person specification
Knowledge, Skills and Experience
Essential:
- Educated to GCSE (or equivalent) in English & Maths.
- Experience of working in a pressurised environment and dealing with challenging situations.
- Good time management, planning & organisational skills.
- Good on computerised systems.
- Good written, verbal, questioning & interpersonal skills.
- Strong customer experience ethos.
- Able to work alone or as part of team, demonstrates company values e.g. customer first.
Desirable:
- NVQ2 Customer Service / Business Administration.
- Experience of scheduling the multi-disciplinary delivery of a large repairs service using an ICT job appointing tool.
- Experience in the use of ICT systems including mobile working, job management and performance systems.
- Experience of working in a pressurised environment, dealing with challenging situations.
- Social housing experience.
- Experience of partnership working.
- Outline knowledge of Repair & Maintenance methodologies.
- Knowledge of job ordering / information systems
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