Repairs & Voids Team Leader

  • Position: Repairs & Voids Team Leader
  • Location: Edinburgh / Hybrid
  • Salary: £38,100 - £40,153 (Pension & Benefits)
  • Contract: Permanent
  • Closing Date: 19 June 2024, 17:00

Hours: Full Time (35 hours per week).

Hanover has been successfully housing and supporting people in Scotland for more than 4 years. Our core purpose is to help people feel safe and secure at home so they can live full and independent lives. We proudly provide and manage a wide range of housing throughout Scotland that enhances our residents' quality of life.

Hanover has an exciting opportunity for a Repairs & Void Team Leader to join our team. We are a diverse organisation offering Housing and Care as well as our central functions.  The organisation is going through a period of significant change at the moment.

About The Role

To deliver the Reactive Repairs and Voids function of the organisation to ensure an efficient and effective service is provided with excellent customer service. Monitor and report on key performance indicators, in line with procedure. To support and develop the team of Repairs Advisors in line with Hanover’s people management procedures.

Main Duties

  • Support delivery of the strategic objectives of both Asset Management and Hanover.
  • Deliver the reactive repairs and voids service proactively promoting excellent customer service as set out in our target timescales and general customer service requirements.
  • Monitor the reactive repairs and voids processes undertaken by the Repairs Team proactively to minimise variations promoting excellent budget control, ensure works are accurately recorded to facilitate right first time and support the team to use additional technical advice when required.
  • Update and check data, ensuring information held on any database is accurate and up to date, producing KPI data as and when required and identifying, in liaison with the Repairs and Voids Co-ordinator, any actions required to improve performance.
  • Deliver excellent opportunities for customer feedback on the repairs service, carry out analysis in liaison with the Repairs and Voids Co-ordinator to ensure any required improvements are actioned.
  • Lead, motivate and manage the team to provide an excellent service suited to current and future organisational needs with excellent customer service.
  • Monitor contractors’ performance ensuring a high standard of work is provided at all times and to work with the Repairs and Customer Safety Manager to ensure any performance issues are dealt with in a timely manner and a solution created.
  • Liaise with other employees involved in the void process, ensuring void turnaround times are kept to a minimum and within our required target timescales.
  • Deal with any complex reactive or void repair jobs, escalating any which are of highly technical or costly nature to the appropriate staff / manager.
  • Manage any complaints relating to the reactive repair or voids service in a timely manner and in line with our customer service standards. Ensure all responses are within the required target timescale and completed to a satisfactory conclusion.  To coordinate any required actions/lessons learned to ensure a reduction in complaints relating to the service.
  • Assist in the monitoring of the repairs and voids budget ensuring that all jobs provide value for money.  Highlighting any issues to your line manager.
  • Monitor contractor variations, limiting these were possible. Monitor and approve payments for all reactive and void works in a timely fashion, ensuring that any financial regulations and procedures are always followed.
  • Ensure repair and void recharges are promptly actioned and maintained and that all colleagues involved in the process are kept up to date.
  • Assist the Repairs and Customer Safety Manager to ensure that there is a full suite of policies and procedures around the repairs and void functions, that these are implemented and monitored.
  • Deliver the checks on all contractors to ensure that they meet the required standards for onboarding and continual health & safety and insurance requirements.
  • Manage formal processes for your direct reports by working in partnering with the HR team and conducting investigations or hearing disciplinaries and appeals, where required, to ensure an impartial, prompt, and confidential approach is taken and fair outcomes are delivered, in line with employment legislation, best practice, and HR policies and procedures.

What We Are Offering

Aside from offering a supportive and friendly environment where our people are valued and appreciated, we'll see that your hard work and drive to succeed is rewarded.

  • Competitive Salary & Pension Options
  • Generous Annual Leave
  • Health Cash Plan
  • Access to our Hanover Perks platform with 24/7 GP helpline, high street discounts and fuel card discounts
  • Hybrid and flexible working options
  • Purchase additional leave
  • Culture of learning and development
  • Employee counselling Service
  • Family friendly policies
  • Cycle to work scheme
  • Tech Scheme
  • Employee Protection Protocols.

For further information and to apply please visit our website.

Closing Date: Wednesday 19th June 2024.

We are most proud of our people at Hanover. We care about one another whilst taking pride in the service we offer. You will be working in a company with a strong identity and with the guidance and support of experiences Manager's you will be able to further develop in your career.

Hanover is an equal opportunity and disability confident employer.

Hanover (Scotland) Housing Association Ltd. Scottish Charity no: SC 014738.