Contractor Coordinator

Overall Purpose of Job To ensure that all work carried out by contractors is managed and monitored and delivered within performance targets and standards. To ensure that processes are in place to communicate fully to tenants regarding any works being carried out and the expected timescales. Main Responsibilities

• To lead the contractor meetings for contractors working within the Maintenance Services teams.
• Be point of contact for any queries form the Customer Experience and Triage teams where contractor is involved.
• Engage with tenants and triage teams regarding complaints at all stages.
• Provide reports in relation to contractor performance.
• To carry out effective management of contractors undertaking works in our tenanted homes.
• Arrange and carry out pre and post inspection of properties to ensure clear scope of works is diagnosed and appropriate contractor resource is deployed
• To provide clear and effective processes and procedures for contractors carrying out work on Ongo's behalf
• To provide robust Service Level Agreements where contractors are procured to carry out works.
• Define status of works in a property and make appropriate and effective arrangements that leads to most effective outcome for the tenant.
• Regular monitoring of progress of works and liaise with contractors to ensure all works are completed within targets.
• Liaise with Works Planners & Area Managers regarding timescales and/or status of property.
• Define performance information in liaison with Property Services support Manager.
• Monitoring of performance in relation to all work issued to contractors working for Maintenance, including, but not limited to.
• Works in progress
• Average number of days taken to complete works
• Exception reporting
• Health & Safety issues
• Costs/Budgets
• Performance against SLA
• Recognise barriers to non-performance and make appropriate changes.
• Effective management of contractor performance
• Work with Area Managers to ensure performance targets are met.
• Work closely with the contractors to introduce a lesson learnt initiative that improves delivery of repairs to tenants.
• Creativity & Innovation
+ The ability to apply your experience and knowledge to put in place solutions to potentially complex and technical problems. + The responsibility for the communication to contractors regarding any changes to processes or systems defined by the post holder. + To proactively deliver innovative processes, procedures and working practises to improve the performance of contractors. + The ability to identify and put in place best practise and including developing and implementing working practises that deliver the expectations in relation to performance, quality & cost. + To develop and implement KPI's that improve and meet the targets of the service. + To ensure that full and effective utilisation of all computer systems related to the delivery of empty homes works is undertaken. + Ensuring the effective communication of objectives, targets and processes that delivers the outcomes of the Empty Homes teams. + To shape the provision of contractors for the future Contacts & Relationships + Frequent contact with sometimes 'dispersed contractor staff to determine the most effective ways of completing works in properties. + Daily contact with Tenant Liaison Officers regarding work situations + Daily contact with tenants when arranging and carrying out pre inspections and the ability to communicate with those tenants regarding job details. + Regular contact with tenants to discuss potentially contentious issues about work being carried out or completed works. + Daily contact with the Works Planners to determine resource deployment is being met effectively. + Daily contact with Managers & teams across the Properties Directorate to communicate the decisions made on both general & complex issues relating to the service area and the requirements in terms of supporting the outcomes. + Daily contact with the contractors carrying out work in properties, to ensure all timescales are met and the required works completed to expected standards, and non-performance is challenged effectively. + Regular contact with staff members regarding Damp & Mould works in properties. + Daily contact with the Works Planners to determine resource requirement and workloads. + Liaison on a regular basis with contractor TLO's and planning teams. + Daily contact with the Operations Managers in Maintenance Services + Daily contact with the repairs team regarding issues that may impact contractors carrying out their day-to-day work. Decisions - Discretion + Responsible for the management of contractors acting on behalf of Ongo. + In liaison with the Maintenance Operations Managers, the post holder will highlight any changes required to service policies, processes and systems, to ensure continual improvement. + Work is performed within Health & Safety, legislative, performance, policy and procedural guidelines set out. + Makes informed and accurate decisions that enable the service to continually improve. + To work with the Maintenance Operations Managers to determine the most effective solutions and innovations for the service area. + To ensure that all resources required are available in liaison with Maintenance Operations Managers. + Decisions will have a high impact on customer satisfaction and ensuring the provision of a VFM service. + Regarding the effective use of all computer systems and defining how any data should or could be used to improve performance. + To make decisions regarding spend profiles for contractors in Maintenance Services. Decisions - Consequences + High impact decisions on VFM targets, customer satisfaction targets, utilising resources and improving efficiency. + Poor standards within the team could lead to poor customer satisfaction and a drop in the standards of our properties, leading to poor reputation of the service area and Ongo. + Decisions will have a significant impact on the budgets within the service and our ability to meet the deadlines and standards set out.
• Decisions made regarding timescales will have a significant impact on rent loss and as such revenue streams into the organisation.
• Decisions made could have a detrimental affect on the property, particularly around such things has Damp and Mould defects.
• Decisions could have an impact on the number of complaints received and therefore the reputation of the organisation.
• Consequences of not making timely & effective decisions will affect the service and its effectiveness in ensuring that a property returns within timescales and to the required standards.
• Decisions made daily by the post holder will have a significant impact on the delivery of the whole empty homes service.
• High impact on turnaround times for repairs works.
• Responsibility for Resources
• Responsible for ensuring that accurate records in relation to our all contractor works, including Health & Safety are maintained and updated.
• In liaison with Works Planners and Operations Manager, responsible for ensuring that the required contractor resource is available to deal with peaks or specialist works/workloads.
• In liaison with the Works Planners, responsible for deploying contractor resources in the most effective way.
• Personal equipment, including, mobile phone, IPad & laptop.
Work Demands
• Ability to meet the service deadlines that may have conflicting deadlines with priorities changing due to changing circumstances on a daily basis.
• To be able to manage conflicting deadlines and decide priorities on a day to day basis, based on a variety of factors such as customer satisfaction, timescales and resource availability.
• Set own priorities and manage priorities and workloads of a diverse and at times, dispersed team that ensure the directorate is supported to deliver the service including collating information and performance data.
• Responding to urgent requests for information that enables timely actions for improvement to be put in place.
• High number of performance and quality standards with a range of operational priorities.
Physical Demands
• Working within an agile environment, but regular visits will need to be made to tenanted and empty properties.
• Travelling will be required across the area.
• Extensive use of IT equipment will be required.
• Visiting properties with different access and egress requirements.
• May be some demands associated with working flexibly & outside of normal office hours on occasions.
Working Conditions
• The post will mainly be in tenanted properties sites, these could in various states of repair and condition.
• Some visits will be required to tenanted properties as part of the role.
• Working in an agile way will be part of the role.
Work Context
• Undertaking visits to empty homes and tenanted properties will be a major part of the role.
• Liaison with contractors, Area Managers and on site may be required.
• Liaison with tenants in their homes will be required.
• Difficult and challenging conversations may be required with tenants when visiting their homes., Operative - To be aware of risks to personal safety, other employees, customers, company property and company reputation and to highlight such risks to managers immediately.
Manager/Director - To be aware of risks to personal safety, other employees, customers, company property and company reputation and to promote a culture of risk mitigation in the planning and execution of all tasks. Environment and Sustainability
• To ensure the environment and sustainability policies are understood by the post holder
• To promote the importance of considering the environment and sustainability in the role
• To treat the environment with respect and commit to ensuring all services/activities that are provided in this role have taken the impact on the environment into consideration/action plans
Risk Management
• To be able to identify risks that may affect the achievement of personal and service objectives. To support the organisation's risk management process through good communication and carrying out actions to reduce identified risks
• Manager - To have an understanding of the organisations risk management process. To be able to identify, analyse and evaluate risks that may affect the achievement of service and organisational objectives. To manage and respond to risks appropriately.
Equality, Diversity & Inclusion
• To demonstrate understanding and commitment to the organisation's Equality & Diversity Policy in all aspects of the work, and to influence others to do the same
  
  Experience of working with or managing teams or individuals is desirable.
• Ability to produce excellent reports and communicate to all stakeholders.
• Experience of managing processes, systems, and resources on a daily basis.
• Ability to make effective decisions that will ensure the continual improvement of service delivery.
• Skilled in interpreting/developing KPI's and taking actions to improve performance.
• Ability to influence other team members and apply cross function working.
• Excellent IT skills.
• Experience of working in a maintenance environment would be advantageous.
• Understanding of housing maintenance issues and techniques would be desirable.
• Experience & knowledge of dynamic work scheduling systems would be desirable.
• Ability to identify possible improvements and implement as required.
• Ability to work under pressure to achieve challenging deadlines.
• Knowledge and experience of dealing with tenants and other stakeholders.
• Excellent analytical skills.
• Excellent customer focussed approach.
• Excellent communication skills.
• Full driving licence.