Salix Homes Job Role Profile
Head of Repairs and Maintenance
Grade: SH14
Reports to: Director of Customer and Neighbourhood Services
The main purpose of this role is to manage the delivery and enhancement of the day to day repairs and
maintenance services that aim to enhance and exceed performance expectations of both customers and the
organisation. The role will contribute to the successful development and implementation of Salix Homes
Business Plan to deliver the organisation’s vision, corporate objectives and priorities.
This role significantly contributes to the strategic leadership of Salix Homes, as a member of the Senior
Management Team, through continual development, achievement and provision of an overall structure of
the core business plan outcomes in relation to repairs, maintenance and asset management compliance.
A
Essential Profile Requirements
ESSENTIAL CAR USER – FULL UK DRIVING LICENCE
Job Role - Duties and Responsibilities
1
Customer Satisfaction
Lead the delivery and continued high standards of customer service and satisfaction, conducting regular
reviews to achieve performance targets. Identify trends that result in equipping the Repairs and
Maintenance Team with specific targets for the management and response for constantly changing
customer needs.
Develop a customer involvement structure, and appropriate reporting mechanisms, that will result in the
engagement of internal and external stakeholders and manage the delivery of continued high levels of
customer satisfaction and service improvement.
Responsible for the procurement and management of contract terms and conditions with external subcontractors and the material supply chain, in order to deliver a customer focused service and achieve
service improvements.
Directly manage members of the Repairs and Maintenance department, from achievement of KPI’s through
to technical queries and escalated complaints, to guarantee a customer focused response repair service is
maintained effectively.
2
Legal and Regulatory Compliance
Accountable for compliance with all relevant Health & Safety Legislation, HCA’s Regulatory Framework, and
CDM regulations for work relating to the repairs service.
Responsible for the active management of repairs and maintenance risks and apply appropriate mitigations
accordingly.
Effective management of existing and potential risks, and relevant action to take, with contribution towards
the delivery of the Risk Management Strategy, including the completion and accurate reporting of risk
assessments, method statements and COSHH information.
Manage suitable and timely communications within the organisation, to advise of escalations as they arise,
including safeguarding all procurement works in line with OJEU and Salix Homes Financial Regulation
requirements.
Continually build upon existing health & safety procedures related to the service, covering but not limited to
– responsive repairs, void properties, adaptation work, and in the future gas servicing and maintenance and
any other area of business.
3
Efficiency and Value for Money
Responsible for delivering the repairs and maintenance service in line with the Trading Account and in line
with service and corporate KPI’s and analysing return on investment.
Budgetary control across repairs and maintenance and its supply chain, embedding a consistent value for
money approach in service delivery, continued improvement, quality standards, appropriate timeframes and
effective reporting
Enhance the service into a commercially viable venture, sourcing opportunities and formulating bid delivery
where external income can be generated and assume responsibility for the delivery of services to external
clients where opportunities can be secured.
Responsible for the commercial promotion of the business and services provided by Salix Homes in respect
of property repairs and maintenance.
Accountable to identify opportunities to drive efficiencies in relation to existing service level agreements and
contracts i.e. Grounds Maintenance and Gas Servicing etc. whilst liaising with internal and external
stakeholders and partners.
1
Salix Homes Job Role Profile
4
Service and Products
Lead on the development of business processes and reporting mechanisms to achieve a comprehensive
client (Northgate) and contractor (MCM) system integration which allows the delivery of an efficient
comprehensive repairs and maintenance service.
Develop cyclical work programmes, and preventative maintenance procedures that contribute to the long
term Asset Management Strategy, including the management and response delivery of sub-contractors and
suppliers.
Independently setup cross functional project teams to guarantee a holistic approach is adopted to deliver
Salix Homes Repairs and Maintenance Service.
Support the development and maintenance of Salix Homes Asset Management database to safeguard it
best informs the Asset Management Strategy and achieves value for money from our investment decisions.
5
Continuous Improvement
Regularly challenge the approach to repairs and maintenance to develop new approaches that further the
impact of the current service and future business opportunities.
Apply effective change management processes that deliver agreed project objectives and support business
change.
Responsible for the positive contribution to the organisations service improvement programme.
Lead on business wide initiatives and projects which deliver appropriate consultation with key stakeholders
before decisions are made. (including customers, senior managers, board members and colleagues)
Profile fit and job role expectation
Definition of what the job role is
Definition of what the job role isn’t
This role would suit a self-motivated leader who has
Not suitable for a person who is uncomfortable
experience of developing, implementing and
managing varying levels and types of demand and
managing in house repairs and maintenance
constant change. This role would not match a person
services and asset management strategies. You
who finds it challenging to apply innovation and
would be comfortable using your own initiative, able
creativity when leading change.
to adapt to changing work demands and complex
challenges.
Main Stake holders and working relations
Senior Management Team; Customers; Salix wide colleagues; Elected Members; Contractors
2
Salix Homes Job Role Profile
Job Requirement Specification
1
Customer Satisfaction
Experience of leading and delivering customer service and satisfaction
strategies
Ability to identify trends within a Repair and Maintenance department, to manage
customer requirements
Ability to develop customer and employee engagement initiatives and can
demonstrate how collaborative working delivers change and service
improvements.
Experience of developing annual investment plans with ability to apply a wide
variation of written and verbal communication skills as part of the scoping
process with diverse audiences.
App.
2
Legal and Regulatory Compliance
Knowledge and experience of risk management, and ability to produce, evaluate
and interpret risk reports and minimisation techniques.
Experience and ability to manage Asset Management Compliance and
Regulations.
Ability to develop medium and long term resource plans that meet demands of
all legal and regulatory compliance.
Extensive knowledge of Health & Safety Legislation, HCA’s Regulatory
Framework, and CDM regulations
App.
3
Efficiency and Value for Money
Experience of analysing return on investment with extensive knowledge of social
value impact.
Proven experience successfully managing multimillion pound repairs and
maintenance services within budget and timeframes.
High ability to develop and lead business initiatives and growth opportunities to
achieve added value and value for money.
Knowledge and relevant experience assessing and identifying opportunities to
generate additional income, and the long term sustainability.
App.
4
Services and Products
Experience in developing, leading and implementing Asset Management
Strategies, including the knowledge to effectively develop cyclical work
programmes, and preventative maintenance procedures.
Ability to engage with diverse, cross functional teams to identify stable
commercial opportunities.
Experience of developing, implementing, leading and managing successful
internal repairs and maintenance services.
Knowledge of Northgate and MCM system, with the ability to successfully
integrate updates and enhancements.
App.
x
5
Continuous Improvement
Extensive experience in developing, monitoring, delivering and reporting on
performance targets, including managing others ability to achieve set KPI’s
Able to demonstrate drive, tenacity and ability to maintain focus in complex and
challenging conditions.
Experience of improving business performance by leading, motivating and
developing employees.
Committed to self-development and learning.
Ability to challenge and enhance current perceptions
App.
x
3
Int.
Ass.
x
x
x
x
Int.
Ass.
x
x
x
x
x
Int.
Ass.
x
x
x
x
Int.
Ass.
x
x
x
Int.
Ass.
x
x
x
x
Salix Homes Job Role Profile
Competency Specifications
Accountability
Is flexible in undertaking the duties and responsibilities attached to this role and
may be asked to perform other duties which reasonably correspond to the
general character of their job and level of responsibility.
Ability and skill to make a positive and creative contribution to overall business
planning, strategy and policy formulation at Board and Executive Team level.
App.
Taking pride in work
Delivers job and beyond, naturally inspires others
App.
x
Encourages creative thinking and leads on change
Listening and learning
Initiates opinions, listens more than talks & encourages feedback
App.
App.
x
Int.
x
Ass.
Int.
Ass.
x
App.
Leading people
Leads on engagement involves others
App
4
Ass
x
Working with others
Represents an organisation positively and professionally both internally and
externally
Company ambassador for professional boundaries with skill to act with upmost
integrity
Leading the business
Sets vision and pace for others to follow, challenges poor practice, is results
driven and a strategic decision maker
Solid experience of working as part of a senior management team
Int.
x
Demonstrates personal commitment to maintain personal and professional
development that meets changing demands of the job
Empowers, enables and motivates both managers to lead others through
coaching and stretches potential of others
Ass.
x
Driver of engagement, captivates energy from others
Drives Innovation
Identifies challenges and opportunities, transforming into strategies
Int.
x
Int.
x
Ass.
Int.
x
Ass.
Int.
x
Ass.
x
x
App
x