Property Service Hub Manager

  • Location
    Lewes, East Sussex
  • Salary
    £ 13.7 - £ 17.46 / Hourly
  • Category
    Public Sector - Housing
  • Job type
  • Industry
    Public Sector
  • External Reference

*NEW ROLE AVAILABLE - Property Service Hub Manager - Local Authority*

  • Property Service Hub Manager

  • Public Sector - Local Authority

  • Full time - 37 hours per week

  • Temporary role - 6 months (possible extension)

  • £13.70 per hour PAYE / £17.46 per hour Umbrella

  • ASAP start (pending registration and compliance)

  • Based in Lewes

The Property Service Hub (PSH) Manager will deliver a high level of customer service and achieve high levels of customer satisfaction, managing the team which delivers the Service Hub functions for the Property Team within AN East Sussex local authority.

They will be responsible for the Property Service Hub Team who have the accountability for the accurate recording and allocation of jobs relating both to reactive maintenance and general property enquiries. They will need a detailed understanding of the property portfolio and how different jobs and sites must be prioritised depending on the nature of the enquiry.

Key tasks:
1. Lead an information service for internal and external customers involving a wide variety of property related issues and services and using an assortment of methods such as a property management system and online technologies.
2. Monitor the performance of the team and produce information and reports for requests generated, as well as assisting with the oversight of the performance of contractors who deliver remediation works or the teams who respond to external enquiries.
3. Monitor activities relating to the Service Hub, e.g. providing building performance information and other reactive issues that will enable informed decision-making regarding works, funding and future strategy on ESCC's buildings.
4. Line manage the team on a day-to-day basis and monitor performance to identify training needs. Lead the team and co-ordinate their development through appraisals, personal development plans, regular supervision, and training.
5. Ensure all applications made by contractors for payments regarding works undertaken, are processed in line with our financial regulations
6. Build strong relationships with other managers within the Property Team and beyond to support the Property Service Hub's work. Work with contractors and other partners to enable the optimum delivery for the team
7. Gather statistics, assess performance, and present results, putting forward recommendations for improvements on workflow, job creation and contractor response performance. Use this to support informed decision making by working closely with management and the maintenance team.
8. Manage and resolve complex, often conflicting situations to support effective decision making. Ensure the team are adequately supported to manage the expectation of the client and deal with conflict or complaints as required. Ensure the team has the necessary resilience to deal with on-going team performance management, systems changes and client feedback.
9. Review the weekly performance of the team to ensure that enquiries have been dealt with in a timely fashion and jobs allocated appropriately in accordance with the Property Asset Management System
10. Continually maintain, develop, and review in house systems, processes, procedures and working methods to ensure the service is of the highest quality, effective and compliant
11. Plan workloads and secure resources to enable the team to achieve a quality, effective service. Proactively managing existing workstreams to ensure deadlines are met.
12. Lead related projects and reviews as required to support and enhance service delivery.
13. Fully understand, deliver, and promote the strategic aims of the Council's Equality and Diversity objectives. Create a fully inclusive and preventative workplace and approach to service delivery.

Essential knowledge

These criteria will be assessed at the application and interview stage

� Comprehensive knowledge of computerised business systems/database (a PAMS) in terms of functionality and capability

� An understanding of building repairs and maintenance

� Knowledge of building terminology

� Ability to work with others to improve customer service

Essential experience

These criteria will be assessed at the application and interview stage

� Previous experience of managing a team

� Previous experience of running a help desk

� Experience of working with difference business systems and adapting to revisions in software

� Experience of managing conflict both within a team and external customers

� Experience of working with external contractors

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact Sadie Nunn