Operations Manager – Housing and Investment Property
Candidate Information Pack
Introduction About Us Job Description Benefits Diversity & Inclusion Key Dates
Introduction Dear Applicant,
Thank you for taking the time to find out more about the Operations Manager – Housing and Investment property 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, using our resources to help our parishes and worshipping communities serve over 4 million people. Reporting to the Head of Housing, the Operations Manager is a newly created post responsible for the continued transformation of the LDF’s housing management and investment property functions. We hope that the following information provides greater detail regarding the Operations 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 Portfolio
The LDF’s overall Portfolio is valued at circa £1bn and is made up of the Operational Housing Portfolio and Investment Property Portfolio. The LDF manages its own property portfolio and supports parishes in managing their churches and buildings.
Operational Housing The operational housing portfolio incorporates the vital homes of the clergy as well as surplus/let assets and opportunity for parsonage development. Operational Property • 400+ houses of varying ages and sizes • Valued at circa £850m • Annual expenditure of circa £8m Let Operational Property • 130 units • Gross income of circa £3m
Investment Portfolio • LDF’s investment portfolio is valued at circa £105m • The portfolio comprises of nearly 100 assets, though around 30 account for over 90% of the value • Generates a gross income of £4.5m • Expenditure of £0.78m • Property Management function is supported by external property consultancies • Assets are located throughout London and the South East
Job Description
EMPLOYER: The London Diocesan Fund (LDF) JOB TITLE: Operations Manager RESPONSIBLE TO: Head of Housing HOURS / CONTRACT: Full time / 2-year Fixed Term Contract
Overview
The Church of England Diocese of London is a geographic area roughly covering the area north of the River Thames and within the M25 motorway though just extending up to the River Lea in the east. The Diocese comprises 400+ parishes. The Diocese conducts its financial affairs through a number of corporate bodies. The main body is the London Diocesan Fund (“LDF”). The LDF is a charity, the principal activity of which is to serve and support the parishes and people within the Diocese. It does this operationally through the payment and housing of parish clergy and support to their ministry. The Housing & Investment Property department oversees both the LDF’s circa £1 billion, 600-unit, London operational housing portfolio, and the LDF’s circa £123 million mixed- use investment property fund (industrial, retail, residential, alternative, office and land investments across London and the South East).
Job Summary
This is a full-time role initially offered on a two-year fixed term contract. The role will report to the Head of Housing – although the role will hold responsibility for some wider department operations, the focus will be on operational housing. The Operations Manager will hold line management responsibility for the Department Co-ordinator. The Housing function within the Housing & Investment Property department is currently going through a period of significant change, both operationally and strategically. A need has been identified for an Operations Manager to support the rapid modernisation and redesign of our housing service with a particular focus on remedying deficiencies in our health and safety compliance management, data management, and customer service monitoring.
In each of these areas there is a need for material ‘catch up’ to set the department up well for the future, though health and safety compliance matters will need to be a top priority in the short term. Many of the functions of this role will be needed for the long term, though once the period of ‘catch-up’, redesign, modernisation and change is complete, there will clearly be a need to maintain robust health and safety compliance, data, and customer service systems and processes. Whilst no commitment can be made at this stage, it is therefore likely that a version of this role will continue beyond the two-year fixed term contract period.
Main Responsibilities
• Line management responsibility for the Department Co-ordinator, mentoring and inspiring them. • Responsible for ensuring full statutory compliance of the operational and investment portfolio at all times, using FixFlo and other systems as required. The primary focus will initially be on gas boiler safety and electrical safety across circa 600 residential properties. • With Department Co-ordinator, responsible for uploading compliance certification to Fixflo and monitoring compliance status across the portfolio, instructing compliance testing where required and liaising with housing team to ensure any necessary works are completed satisfactorily with documentation updated accordingly. We are currently in the early stages of a ‘catch-up’ project so the successful candidate will need to be willing to share the burden of bulk uploading compliance certification to Fixflo with team administrative support. • Develop effective working relationships with service providers and external partners to ensure gas safety and electrical safety testing (and repairs) are carried out efficiently. Chair monthly meetings with service providers to measure and review compliance performance. • Responsible for ensuring all compliance related queries are responded to in a timely manner, for instance, access issues, occupier contact queries, contractor quotes for remedial action. • Responsible for all departmental data management and systems – ensuring property management and information systems are kept up to date and accurate (reflecting purchases, sales, changes in occupier, changes in property information etc) and that those systems best serve the needs of the department.
• Support departmental leadership in identifying a suitable new property management system to replace MRI Qube, and to hold a wide range of property data which is currently being gathered to enhance our management and strategic planning capabilities. • Responsible for ensuring that the department is GDPR compliant. • Responsible for reviewing, revising and maintaining the property pages of the LDF’s website ensuring that the website is a valuable portal to our stakeholders and is an up-to-date information source. • Responsible for updating the clergy housing handbook / partnership agreement and communicating this with clergy accordingly. • Responsible for stakeholder communications and engagement – developing a suitable engagement programme and implementing that to keep (in particular our clergy occupiers) up to date with department initiatives. • Responsible for ensuring that there is a means in place of securing regular feedback from our customers across all interactions e.g. general housing experience, reactive repairs, ingoing works, quinquennial works, performance of our managing agents in respect of investment property. • Management of KPIs for department, particularly in terms of health and safety compliance and customer feedback. • Monitor property enquiries email inbox when Department Co- ordinator on leave.
Person Specification Essentials Experience •
Experience of working within a property business/department. • Evidence of working with software systems for property management and compliance reporting . • Evidence of working with contractors for the delivery of gas and electrical testing in a residential environment. • Experience of line management. • Experience leading operational change. Skills • Fluent English speaker. • Numerate. • IT literate. • Excellent written and verbal communication skills.
Personal Qualities •
Driven, proactive and demonstrates initiative. • Takes ownership for responsibilities and shows leadership. • Takes pride in producing high quality, accurate work.
Desirables Qualifications •
Educated to degree level or technical qualification. • Health and safety qualification (IOSH/NEBOSH). • Project management qualification. Experience • Familiar with Fixflo for reactive repairs. • Familiar with Fixflo for compliance management. • Familiar with Xledger finance system. •
Familiar with statutory framework for health and safety compliance.
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: £48,500
Pension: The appointed person will be eligible to join the occupational pension scheme, which is currently 15% employer contribution and min 3% employee contribution Private Health Care Provider: Available from the first day of employment Working Hours: 35 hours per week Monday to Friday 9am to 5pm with an unpaid hour for lunch. You may be expected from time to time to work in the evening or weekends. Annual Leave: 27 days per leave year rising to 30 days after completing five years’ service. This is exclusive of Public Holidays. Volunteer Leave: 2 days per leave year for volunteering with registered charities Season Ticket Loan: Staff are eligible to apply for an interest free season ticket loan. Contract: This post is offered on a 2-year fixed term contract, subject to a six-month probationary period
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
MRG Interviews to take place w/c 20th September 2022. Shortlisting to take place w/c 26th September 2022. Formal interview stage with Diocese of London to take place w/c 3rd October 2022 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 Applications should consist of a CV and covering lettering and be sent to stephanie.howe@mrgpeople.co.uk and shoro.omotosho@mrgpeople.co.uk
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