Repairs Manager Candidate Information Pack
Introduction About Us The Vision & Strategy Job Description Benefits Diversity & Inclusion Key Dates
Introduction Dear Applicant, Thank you for taking the time to find out more about the Repairs Manager role. The Church of England in London is vibrant and at the heart of communities throughout the capital. The Diocese of London comprises parishes, chaplaincies, and missional communities in London north of the River Thames. At the London Diocesan Fund (LDF), we seek to do all that we can to support mission and growth in the Diocese of London, using our resources to help our parishes and worshipping communities serve over 4 million people. The Repairs Manager will be a vital member of the team, responsible for reactive works across the LDF’s £850m residential portfolio. We hope that the following information provides greater detail regarding Repairs Manager appointment and that you may consider applying.
About Us We serve a population of over 4m people covering 277 square miles of Greater London north of the River Thames and west of the River Lea, from the Isle of Dogs in the east to Staines in the west and as far north as Enfield. In its current form, our Diocese covers 17 boroughs in Greater London, in whole or in part, and also the district of Spelthorne in Surrey. It is coterminous with the historic county of Middlesex. The area we serve is predominantly urban, although there are significant suburban areas and even rural parts to our northern and western fringes. Within the Diocese of London, there are: • 500+ worshipping communities • 1,000 clergy and ministers • 200 men and women in training for ministry
• 75,000 adults on electoral rolls • 70,000+ regular worshippers • 150 church schools • 52,000+ pupils
• 150+ chaplaincies in schools, colleges, hospitals, the Metropolitan Police, Heathrow, railways, prisons, theatres, the forces, football clubs, Canary Wharf, livery companies, shops and City institutions • £1,000,000s raised each year for charities around the world • 1,500,000+ visitors and worshippers in St Paul’s Cathedral each year
The Vision and Strategy for the Diocese The current vision and strategy, Capital Vision 2020, was launched in 2013 and is our collective vision, which emerged from conversations with nearly 2,000 people. It is nearing its natural close in 2020. The new vision (to 2030) and strategy (to 2025) is currently being developed and we plan to launch it in the second half of 2020.
Operational Housing The operational housing portfolio incorporates the vital homes of the clergy as well as surplus/let assets and opportunity for parsonage development. The portfolio is subject to a rolling 5 year review to ensure that it is fit for purpose and cost efficient in additional to Quinquennial Repairs (cyclical 5 year repairs).
Operational Property • 400+ houses of varying ages and sizes •Valued at circa £850m • Expenditure of circa £7m
Let Operational Property • 130 properties •Gross income of £3m
Job Description
EMPLOYER: The London Diocesan Fund (LDF) JOB TITLE: Repairs Manager RESPONSIBLE TO: Head of Housing
We work within an overall Diocesan vision and strategy. As Capital Vision 2020 draws to a close, we are currently creating our ambitious vision and plans for 2030. Within this, the overall purpose of the LDF is ‘to do everything we can to support the mission and growth of the church in London’. The Housing and Investment Property group plays a key role in helping us deliver this through providing great housing for our clergy, as well as generating significant income and capital from spare housing and our investment property portfolio Overview To operationally manage and supervise the Reactive Repairs service of the Diocesan portfolio of some 550 residential properties (400 of which are occupied by the Clergy and the remaining privately let). You will work throughout the Diocese of London, providing direct support to our clients, while working within a budget of £1.5 million. Central to the role is the endeavour to deliver an exemplary standard of service in every customer engagement. Job Summary
Main Responsibilities Strategic • Take full ownership of the operational day to day reactive repairs service • Promote a culture of change with all stakeholders to support best in class performance • Demonstrate service improvement in response times and timely closure of repairs • Regularly audit repair quality while ensuring value for money is achieved within budget • Remain open minded and receptive to customer feedback and adjust service accordingly • Commitment to improving Health & Safety standards and compliance • Implement, promote and make best use of helpdesk software to achieve targets
Operational • Management responsibility for reactive repair service across the residential portfolio • Continuously monitor open reactive tasks while always aiming for prompt resolution • Work closely with our suppliers, build and maintain strong contractor partnerships • Achieve best value for money and competitiveness with contractor and supplier costs • Manage reactive maintenance within budgetary constraints, support regular review of expenditure and advise on variances • Manage fixed electrical installation certification in all residential properties to ensure LDF is compliant, in date, defect free and ease of access to certificate records • Conduct property visits as dictated by circumstances for instance escalated complaints, emergency reports, Health & Safety, monitor contactor performance or quality audits
• Respond in a timely manner to insurance claim works to ensure satisfactory outcome • Conduct periodic quality control of work in progress, completed works and provide feedback • Review contractor schedules of repair, assess costs and instruct repairs accordingly • Produce or advise on schedules of repair when required • Manage minor works, that may originate as reactive requests, through to completion • Conduct defect diagnosis when required for building fabric, building services and grounds (External grounds repairs include trees, planting, boundaries and below ground drainage) • Agree schedule of rates for standardised repairs and conduct tenders where required • Strive for continual improvement and make recommendation where this can be achieved • Compile periodic reactive management report and regularly report on agreed KPIs • Identify and implement parts and materials standardisation across the portfolio
• Support the Property Team with annual inspection of all residential properties • Follow up and manage out of hours calls next working day • Develop robust systems for managing out of hours emergency cover Customer Service • Ensure the very highest level of customer service is delivered and maintained at all times • Highly customer focussed by always putting the customer first. Be committed to listening and engaging with their point of view, showing understanding and empathy • Build and maintain effective Customer Relationships demonstrating trust, honesty and respect with the Clergy • Respond to all enquiries in an effective, efficient and courteous manner • Maintain regular and concise communication ensuring the customer is kept up to date • Proactively support Parishes and act as point of contact for property enquiries • Remain responsive and open minded to Customer feedback and adjust our service to suit
Person Specification
Essentials • Ability to confidently deliver a hands-on reactive repairs service to over 550 residential properties across 270 square miles of London • Track record of at least 5 years’ operational management with a housing repairs service • Relevant technical qualification in a trade, diploma, certificate, C&G or NVQ in related fields. • Experience in fields of either surveying, trade background or contractor management • Ability to manage conflicting priorities while working effectively under pressure • Adept at dealing with conflict resolution and negotiating a satisfactory outcome • Up to date with statutory obligations and industry best practice in the Housing Sector • Strong Health & Safety background such as electrical safety, CDM, asbestos • Excellent communicator (both written & verbal) and strong team player • Strong IT skills with experience of Help Desk software • Highly organised and self-motivated
Desirables • Experience of dealing with Listed Buildings, conservation areas, listed building consent • Familiar with management of asbestos regulations and its practical application • Understanding of Landlord & Tenant Act, Housing Act and standards of fitness for homes • H&S certification such as IOSH managing safely certificate • Evidence of continued professional development • Professional membership of recognised industry body such as IWFM, CIOB, • Knowledge of the application of the Housing Health & Safety Risk Rating System • Knowledge of the Church of England governance, workings and structure
General Conditions
Standards of Behaviour and Conduct Staff are expected to act at all times with due consideration for others and in a manner befitting their position as employees of the Church and as
professionals, whatever their job. Health and Safety Responsibilities
All LDF staff are required to ensure that they understand and accept the legal duties placed on them by the Health and Safety at Work Act not endanger themselves or others by any act or omission on their part and by the Management of Health and Safety at Work Regulations to co-operate with colleagues and management in the control of health and safety at work. Therefore, staff are required to: • read, understand and abide by the LDF Health and Safety Policy; • make themselves familiar with accident and emergency procedures for their site; • inform their manager immediately of any health or safety deficiencies or dangerous situations or near misses; • set a good personal example in respect of health and safety. Confidentiality Staff must not pass on to unauthorised persons, any information obtained in the course of their duties without the permission of their line manager.
Benefits Salary: up to £44,000
Pension: The appointed person will be eligible to join the occupational pension scheme, which is currently 15% employer contribution and min 3% employee contribution Health Insurance: Available after completing one year’s service. Working Hours: 35 hours per week - Monday to Friday 9am to 5pm exclusive of Public Holidays. Season Ticket Loan: Staff are eligible to apply for an interest free season ticket loan.
Diversity and Inclusion
We understand the benefits of employing individuals from a range of backgrounds, with diverse cultures and talents. We aim to create a workforce that: • values difference in others and respects the dignity and worth of each individual • reflects the diversity of the nation that the Church of England exists to serve • fosters a climate of creativity, tolerance and diversity that will help all staff to develop to their full potential We are committed to being an equal opportunities employer and ensuring that all employees, job applicants, customers and other persons with whom we deal are treated fairly and are not subjected to discrimination. We want to ensure that we not only observe the relevant legislation but also do whatever is necessary to provide genuine equality of opportunity. We expect all of our employees to be treated and to treat others with respect. Our aim is to provide a working environment free from harassment, intimidation, or discrimination in any form which may affect the dignity of the individual. Equal treatment amongst differing people from diverse backgrounds is one of the central precepts of the Church of England’s mission and theology. The Church of England values the richness which this equal treatment brings to the workplace.
Key Dates
The Diocese of London is being supported on this recruitment campaign by the search consultancy The Management Recruitment Group (MRG). To arrange a confidential briefing conversation please contact our advisor Stephanie Howe (stephanie.howe@mrgpeople.co.uk) MRG on 0203 962 9900. Closing date for applications is midnight on 24th January 2021. First stage interviews with MRG scheduled for w/c 25th January 2021. First stage interviews with LDF scheduled for w/c 4th February 2021. Applications should consist of a CV and a covering letter.
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