Job Profile

Job Title: Director of Property Services

Reporting into: Executive Director of Operations

Directorate: Operations

Location: South West England Head Office Exeter

Responsible for: Head of Operations (South), Head of Operations (North), Head of M and E and compliance

Summary of Role:

Your primary role is to lead, manage and evolve the Target Operating Model and aligned staffing structure for the delivery of all operational building maintenance and repair services, through an optimised balance of in-house and contracted resources, ensuring exceptional customer service is fully embedded as a golden thread throughout the directorate.

A member of the Senior Leadership Team within LiveWest and part of the management team of the Operations Directorate you will be responsible for ensuring the delivery of our vision, values and business plan and providing clear direction and effective leadership. You will work closely with the Director of Asset Management, Director of Neighbourhoods and Director of Supported Housing to ensure a seamless approach to the delivery of customer focused housing and property services.

Working collaboratively with the Director of Asset Management you will support the development of an Asset Management strategy which meets our aspirations for the future in line with our corporate and 30-year business plans. As organisational lead for Property Services you will have responsibility for the operational delivery of key aspects of the asset management, customer services and environmental strategies through our repairs and maintenance services.

You will report to and advise the Executive Director of Operations on all property services and relevant safety matters. You will work with pace and with a focus on achieving the right outcomes in the right way.

Key Areas of Responsibility:

  • Lead and develop a customer focused and profitable in-house repairs and maintenance service in line with our aspirations.
  • Lead on the delivery of compliance activity ensuring the highest standards of safety for customers in and around their homes.
  • Creating and sustaining a culture of delivering excellent customer service, communication and team working.
  • Ensure that all contracted services are appropriately procured, meet our standards and deliver value for money.
  • Review services currently outsourced to third parties and consider whether these should be brought in house and where appropriate developing effective business cases.
  • Transform the service through the development of innovative solutions across the property services function which drives business effectiveness, improve customer service, increase efficiency and value for money whilst ensuring compliance with all relevant internal targets, statutory and regulatory requirements.
  • Develop, maintain and deliver an ongoing programme of end to end process reviews, embedding value engineering principles and ensuring effective and efficient process hand-offs.
  • Identify risks related to own service areas, ensuring these risks are assessed, mediated where necessary and action plans put in place to reduce them to manageable levels.
  • Develop a customer focussed, right first-time ethos throughout the team.
  • Build a culture of accountability throughout the team with a focus on safety first and foremost and identification, awareness and appropriate management of risk.
  • Create and maintain a high-performance culture, establishing effective KPI’s and business targets.
  • Responsible for the preparation and management of property service budgets which meet the Business Plan objectives. Monitor their implementation to ensure that the financial targets are met.
  • Provide the relevant advice and guidance to the Executive Director of Operations.
  • Work with the People Team to ensure that there are effective people management strategies in place that make LiveWest a great place to work and build high levels of colleague engagement.
  • To provide regular reports and reassurance on performance to the senior leadership team, ET, Board and Committees.
  • Keep up to date with best practice, new initiatives and business opportunities.
  • Act as lead for business continuity major incidents to ensure that we have a robust and up to date policies, procedures and action plans.
  • Represent LiveWest and proactively engage with external agencies through formal and informal partnerships.
  • As part of the Leadership team in LiveWest, you will contribute at a senior level to business wide initiatives, and support and live the values of LiveWest to create the desired culture across the business.

Experience, Knowledge and Skills:

  • A proven track record of relevant experience in delivering a varied, commercially centred and significant repairs and maintenance service across a wide geography at a senior level.
  • Effective communication skills with a diverse range of stakeholders, customers and colleagues.
  • Experience of working in partnership with other organisations, ideally in joint ventures with commercial and local authority partners.
  • Strong people skills, effective communicator, able to influence and challenge at a senior level in the organisation.
  • An agile approach to working, and demonstrable examples that you are comfortable working in changing situations with pace.
  • Operating at a strategic level in a large, complex organisation.
  • Designing and delivering a range of repairs and maintenance services which meet the needs of the LiveWest Corporate Strategy and Asset Management Strategy.

Professional/Vocational/Academic Qualifications:

  • Property services, repairs and maintenance related qualification
  • Safety related qualification. (D)
  • Degree level or relevant professional qualification. (D)
  • Evidence of continuous professional development.
  • Proficient level of literacy and numeracy.

Key Behaviours and Characteristics:

  • Acts in alignment to our vision, values and objectives.
  • Champions the rights of customers to be involved and influential, using customer feedback to improve services.
  • Challenges convention in the way we work to continually improve our business.
  • Acts with integrity, places a high premium upon transparency and probity.
  • Proactively demonstrates a strong commitment to equality, diversity and inclusion.
  • Uses a collaborative style that commands respect and confidence.
  • Ability to reflect on own performance for personal development.
  • Takes an organised approach to work, plan, monitor and adapt priorities.

The above criteria are considered essential unless indicated as desirable (D)

The above list is not exhaustive and you will be expected to perform different tasks as necessitated by your changing role within the organisation and overall business objectives and values of LiveWest.

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