Job Description
Leading Housing Association requires a Contract Delivery Officer to assist and manage a defined group of contracts delivering facilities and/or surveying services.
Role:
Support the effective delivery of planned preventative maintenance, responsive repairs and where applicable programmes for equipment replacement.
Support the specification, commissioning and completion of surveys within the agreed timescales.
Monitor the service, ensuring the service specification is being met and that the business is getting value for money. You will also help collate information and present it in a user-friendly format to a variety of audiences and deal with poor performance.
You will be the main point of contact for contractors, front line staff, stakeholders and customers regarding queries relating to your contracts. You will communicate effectively and professionally to solve issues, monitor progress and work proactively to meet the needs of the business, front line staff, stakeholders and customers.
Ensure queries and complaints relating to your contracts are logged and dealt with promptly and competently and escalated where necessary.
Work closely with your Contract Manager/Project Manager to plan programmes of work that offer value for money and deliver good outcomes to the business, stakeholders and customers.
Challenge poor service in line with KPIs, and to ensure good customer service to front line staff and residents and escalate issues as appropriate.
Plan, instruct and monitor repairs, renewals and replacements and ensure any items installed are cost effective and meet statutory, regulatory or business requirements.
Deal with complex jobs/repairs, taking ownership and ensuring that front line staff are supported and that contractors are held to account for poor performance. Log any issues to be discussed at contract review meetings and escalate where appropriate
Develop good relationships with internal clients and co-locate to ensure that escalation is easily accessible.
Organise and prioritise work to meet deadlines in a pressurised customer service environment.
Key skills:
Exceptional communication skills, both written and verbal.
Experience of managing relationships with multiple stakeholders.
Use information gathered to diagnose problems, draw logical conclusions and suggest clear and practical solutions based upon your analysis
Excellent PC skills including Microsoft Office packages Outlook, Word and particularly Excel