Head of Care

Exciting job opportunity – Head of Care And Support Services

Are you an experienced manager and leader with a track record of delivering success? Someone who is innovative andable to lead and motivate others to succeed in an evolving environment? Do you have experience of and the corevalues to work with a leading specialist housing association? Do you want to help us shape the next chapter of asector leading organisation?

If so, our Head of Care & Support Service will offer you the opportunity to join our Senior Management Teamreporting directly to our Director of Customer Services. You will take the lead role in running and developing arange of services including, care at home, housing support and telecare. You will also take the lead in thebusiness growth and service redesign opportunities over the next few years to deliver Hanover's ambitionplans.

You will have a flair for ensuring the delivery of high quality services and customer excellence. You will thrive ina regulated environment, always seeing the opportunities to innovate and improve. You will play a key role inachieving our Happy Customer Strategy.

We are dedicated to delivering amazing homes and services to older people across the housing and care service inScotland. You will be a key member of the leadership team with a real passion for collaboration.

We are looking for a candidate that can identify with the values of the organisation, share our ambition for Hanoverand the customers we serve and provide the drive and energy to achieving our outcomes.

The Detail

This role is responsible to the Director of Customer Service. You will work closely with the Senior Management Teamwith collective responsibility to provide robust systems and frameworks to achieve continuous improvement andthe delivery of strategic objectives.

This is a complex role requiring the skilful balancing of multiple work streams underpinned with strong leadershipqualities including:

• A proactive contribution to organisational development and management of change

• Demonstrating a wide understanding of the housing association sector and the relative governance frameworks

• Leading a dedicated team to sculpt and support a culture of improvement, collaborative working and delivery ofhigh-quality services

• Communicating and influencing to cement strategic alliances and partnership working

These form the pillars on which your success in the role will be built. If you can bring these attributes and valuesand want to be part of the Hanover team then we can offer a competitive package and the opportunity to be partof a thriving, innovative team that is making real impact and changing lives for the better.

Please see our website for an application pack;

Hanover has been successfully housing and supporting people in Scotland for more that 4 years. Our core purpose is tohelp people feel safe and secure at home so they can live full and independence lives. We proudly provide andmanage 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 diverseorganisation offering Housing and Care as well as our central functions. The organisation is going through aperiod 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 serviceis provided with excellent customer service. Monitor and report on key performance indicators, in line withprocedure. To support and develop the team of Repairs Advisors in line with Hanover's people managementprocedures.

Main Duties

• Support delivery of the strategic objectives of both Asset Management and Hanover.
• Deliver the reactiverepairs and voids service proactively promoting excellent customer service as set out in our target timescalesand general customer service requirements.
• Monitor the reactive repairs and voids processes undertakenby the Repairs Team proactively to minimise variations promoting excellent budget control, ensure works areaccurately recorded to facilitate right first time and support the team to use additional technical advice whenrequired.
• 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 onthe repairs service, carry out analysis in liaison with the Repairs and Voids Co Ordinator to ensure anyrequired improvements are actioned.
• Lead, motivate and manage the team to provide an excellent servicesuited 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 CustomerSafety Manager to ensure any performance issues are dealt with in a timely manner and a solutioncreated.
• Liaise with other employees involved in the void process, ensuring void turnaround times arekept to a minimum and within our required target timescales.
• Deal with any complex reactive or voidrepair jobs, escalating any which are of highly technical or costly nature to the appropriatestaff/manager.
• Manage any complaints relating to the reactive repair or voids service in a timely mannerand in line with our customer service standards. Ensure all responses are within the required target timescaleand completed to a satisfactory conclusion. To coordinate any required actions/lessons learned to ensure areduction in complaints relating to the service.
• Assist in the monitoring of the repairs and voidsbudget ensuring that all jobs provide value for money. Highlighting any issues to your linemanager.
• Monitor contractor variations, limiting these were possible. Monitor and approve payments forall reactive and void works in a timely fashion, ensuring that any financial regulations and procedures arealways followed.
• Ensure repair and void recharges are promptly actioned and maintained and that allcolleagues involved in the process are kept up to date.
• Assist the Repairs and Customer Safety Managerto ensure that there is a full suite of policies and procedures around the repairs and void functions, thatthese are implemented and monitored.
• Deliver the checks on all contractors to ensure that they meet therequired standards for onboarding and continual health & safety and insurance requirements.
• Manageformal processes for your direct reports by working in partnering with the HR team and conducting investigationsor hearing disciplinaries and appeals, where required, to ensure an impartial, prompt, and confidential approachis taken and fair outcomes are delivered, in line with employment legislation, best practice, and HR policiesand procedures.

What We Are Offering

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

• Competitive Salary & Pension Options
• Health Cash Plan
• Access to our Hanover Perks platform with 24/7 GP helpline, high street discounts and fuel card discounts

Are you an experienced manager with a track record of delivering and managing from inception to completion allmaintenance works?

Do you have experience of and the core values to work with a leading specialist housing association? Do you want tohelp us shape the next chapter of a sector leading organisation?

If so, our Regional Maintenance Manager (East) will offer you a fantastic opportunity. You will take the key role ofplanning and delivery of projects within agreed timescales and within the financial year.

You will have a flair for ensuring the delivery of high-quality services and customer excellence. You will play a keyrole in achieving our Happy Customer Strategy.

We are dedicated to delivering amazing homes and services to older people across the housing and care service inScotland.

We are looking for a candidate that can identify with the values of the organisation, share our ambition for Hanoverand the customers we serve and provide the drive and energy to achieving our outcomes.

The Detail

This role is responsible to the Group Planned Maintenance Manager. You will work closely with the Asset ManagementTeam with collective responsibility to provide robust systems and frameworks to achieve continuous improvementand the delivery.

This is a complex role requiring the skilful balancing of multiple work streams underpinned with strong leadershipqualities including:

• Undertaking surveys and the preparation of stock condition information and development reports against requiredcriteria such as SHQS guidelines.
• Managing complex repairs, repair and decorationworks.
• Managing projects allocated including works to heating systems, electrical installations, firealarm systems, windows, doors, rainwater goods and other building fabric works.
• Financial management ofall works including reporting budget information and forecasting expenditure
• Specifying and managingupgrading works to available homes.
• Inspecting and resolving damp and mould cases.

If you can bring these attributes and values and want to be part of the Hanover team then we can offer a competitivepackage and the opportunity to be part of a thriving, innovative team that is making real impact and changinglives for the better.

re you an experienced project manager with a track record of delivering and managing from inception to completioncapital investment projects?

Do you have experience of and the core values to work with a leading specialist housing association? Do you want tohelp us shape the next chapter of a sector leading organisation?

If so, our Investment Project Manager will offer you a fantastic opportunity. You will take the key role of planningand delivery of projects within agreed timescales and within the financial year.

You will have a flair for ensuring the delivery of high-quality services and customer excellence. You will play a keyrole in achieving our Happy Customer Strategy.

We are dedicated to delivering amazing homes and services to older people across the housing and care service inScotland.

We are looking for a candidate that can identify with the values of the organisation, share our ambition for Hanoverand the customers we serve and provide the drive and energy to achieving our outcomes.

The Detail

This role is responsible to the Group Maintenance Manager. You will work closely with the Asset Management Team withcollective responsibility to provide robust systems and frameworks to achieve continuous improvement and thedelivery.

This is a complex role requiring the skilful balancing of multiple work streams underpinned with excellent leadershipqualities, do you have the skillset to :

• Undertake surveys and the preparation of information relating to capital maintenance projects.
• Financialmanagement including the preparation of budgets relating to the projects allocated and providing forecasts ofexpenditure.
• Coordinate with management and other members of the Asset Management Team and the widerteams with Hanover Scotland
• Manage all capital maintenance projects allocated from the annual budgetincluding the roll out of a new warden call system to developments, replacement roof coverings, replacementwindows and doors, replacement of kitchens and bathrooms, replacement of service installations and other capitalmaintenance projects.
• Assist with Hanover Scotland's Sustainability policy and delivering agreedimprovements.
• Attend residents' meetings and working with the Housing Team help to deliver our HappyCustomer Strategy.

If you can bring your knowledge, skills and values and want to be part of the Hanover team then we can offer acompetitive package and the opportunity to be part of a thriving, innovative team that is making real impact andchanging lives for the better.

Are you an experienced administrator used to working in a fast-paced administration role, with attention to detail,sound Microsoft office experience and ability to manage competing tasks.

Do you have experience of and the core values to work with a leading specialist housing association? Do you want tohelp us shape the next chapter of a sector leading organisation?

You will have a flair for efficiently and effectively undertaking a range of tasks within a busy Asset Managementteam, acting as a point of contact between the team and other internal and external stakeholders, ensuring thatthe team can maintain the delivery of high-quality services and customer excellence.

We are dedicated to delivering amazing homes and services to older people across the housing and care service inScotland.

The Detail

This role is responsible to the Group Planned Maintenance Manager. You will work closely with the Asset ManagementTeam supporting administration, files, databases, and documents ensure that robust systems and monitoring is inplace to support delivery.

This is an exciting role where we require you to have the skillset to; -

• Prepare reports, presentations, and other documents for members of the AM team, including Board and SeniorManagement Team papers.
• Administer any programme of works required within Asset Management includingorganising appointments, compilation of agendas, taking minutes at meetings, compiling, and sendingcommunication, raising orders, tracking progress, and collating post inspection data.
• Co-ordinate theinput of financial information from members of the team into an agreed format and to provide financial reportsrelating to the budgets managed by the team.
• Regular monitoring registers and databases ensuring theyalways remain up to date, by collating information from others, including members of the team andcontractors.
• Undertake any other tasks delegated by the Group Planned Maintenance Manager, Director ofAsset Management and Head of Asset Management.

If you can bring your knowledge, skills and values and want to be part of the Hanover team then we can offer acompetitive package and the opportunity to be part of a thriving, innovative team that is making real impact andchanging lives for the better.