Repairs & Voids Surveyor (South)
The role and person
- 12-month fixed term contract
- 35 hours per week
- Camberley, Surrey (and surrounding areas)
Your role of a Senior Repairs & Voids Surveyor is all about working with internal and external colleagues and external contractors to ensure we deliver a first-class responsive repairs service and set the lettable void standard and ensure that all voids meet the quality standards required. With your knowledge and expertise, you will take a lead in supporting the Surveyors to meet these standards, assisting with complex complaints, and helping to improve the overall customer experience.
We want our people and our customers to be proud of the homes we provide, and you have a key part to play in this.
As a Senior Repairs & Voids Surveyor, a typical week might include:
- Taking a lead on the day-to-day repairs and voids services, supporting the wider team with the management of major repairs, complaints and disrepair cases and insurance claims.
- Taking a lead on the management of disrepair cases, working closely with colleagues in Housing, Legal & other teams
- Taking a lead in supporting the lettings process by ensuring voids management is focussed on the optimum key to key time but not at the expense of the quality of repair and certification requirements
- Supporting the Repairs and Voids Surveyors with day-to-day queries and being the first point of escalation
- Liaising with customers on complex queries, and taking a lead in resolving these, ensuring that a high standard of customer service is always maintained and always meets their expectations.
- Monitoring the performance of external contractors in line with contracts and support the Contract Manager in managing these contracts.
- Developing and maintain strong relationships with external contractors, providing feedback and working alongside them to help improve the service.
- Taking a lead on ensuring the effective management of the repairs and maintenance service, supporting the wider team in providing excellent customer service.
- Taking a lead on and supporting the Contract Manager in weekly repairs and voids meetings and monthly operational meetings.
- Carrying out data manipulation and data analysis of complaints to understand why they are there and work with the wider team to improve this in line with KPI’s.
- Managing the budget in relation to repairs and voids, acting as ‘approver’ for budget decisions.
- Working with Accent’s and the Contractors’ Commercial Teams to validate the monthly payment certifications
- Bringing our values to life through your everyday actions and words.
- Owning policies and procedures which support the clarity of service delivery and standards application and taking a proactive approach to developing/improving these were necessary.
- Making an effective and proactive contribution to the delivery and development of the service in accordance with the contractual KPI targets.
- Providing ‘patch’ cover when required.
- Deputising for the Contract Manager when required, although the role has no day-to-day line management responsibility
- Responding to emergency out of hours service enquires, and occasionally attending emergency repairs out of hours (required to be ‘on call’ on a rota basis of every 1 in 6 weeks).
The must haves
- HND Building or equivalent, or qualified through experience
- Strong and demonstrable budget management, data analysis and customer service skills.
- Extensive knowledge of property maintenance and management.
- Knowledge and experience of managing different cost models – PPP/PPV, Open-Book, SOR.
- Experience in social housing is desirable but not essential.
- Experience of supervising a small team, motivating, and supporting the team to deliver excellent customer service
- Strong understanding of ICT systems and how they support the delivery of a repairs and maintenance service
- Be up to date in terms of law and regularity frameworks relating to property maintenance and management.
- Be confident in making decisions based on budgets and able to challenge internal and external customers and contractors where necessary.
- Be commercially aware, ensuring value for money.
- Strong customer focus, understanding and empathising with customers, being able to see the services provided through the customers eyes.
- Fantastic attention to detail and ability to succinctly articulate opportunities for improvement.
- Be able to prioritise workloads and meet deadlines, working with minimal supervision
- Full UK driving licence and access to a vehicle for business use
The added extras
- You’ll be adept at change, having got hands on experience living and breathing new ways of working and knowing how to bring your colleagues along for the experience.
At Accent we’re a keen promoter of agile working and encourage the use of working from home as our new way forward. We’ll provide you with the equipment and software that you’ll need for the purpose of your role however it will be your responsibility to have an appropriate space to work from as well as a suitable broadband connection/provider.
Should you wish to work occasionally from any of our regional offices, you may do so on a hot desk basis which will need to be arranged via our online booking system.
The salary for this post is £47,354 per annum (inclusive of regional uplift) for applicants who fully meet the requirements of the post. Applicants, who do not meet all of the requirements of the post, will start 5% or 10% below the spot salary.
£1,250 per annum paid monthly (subject to TAX and NI deductions, non-pensionable)
- 28 days paid holiday per year rising by 1 day per year up to a maximum of one working week
- Option to purchase additional holiday of up to 2 of your working weeks (at managers discretion)
- Cycle Scheme
- Learning & Development opportunities
- Employee Assistance Programme
- A choice of salary based contributory pension schemes, a defined benefit scheme or a defined contribution scheme, each offering life assurance cover
Who are Accent?
We own almost 22,000 houses across the north, east and south of the country.
They are home to over 35,000 customers. We exist to improve lives, providing people with high quality homes, affordably. Whatever their housing need, whether family, single, older or more vulnerable – our customers come first. They are always at the very heart of our business.
If you feel great about delivering excellent services to customers, then we feel great about you joining the Accent team.
And we are a team. We live and breathe our values – we are smart, we are driven, we are caring and we are inclusive – are you? If you can do what’s right and challenge what you think is wrong, relish the opportunity to work with some fabulous colleagues to improve the customer experience and make sure we keep to our promises, then you are the person we are looking for.
Come and join us and start your own journey with Accent. We aim to be number one, and you could help us get there.
We’re always looking to improve diversity within our teams and across Accent so we would welcome any applications from any underrepresented groups. Please note, due to the nature of this role, there may be occasions where you need to travel to our offices.