Major Works Team Leader

2 weeks ago

London, United Kingdom Pertemps London Full time

Major Works Team Leader
- Work From Home

An exciting opportunity has arisen at a West London Local Authority which currently has circa 4,800 leaseholders and 11,000 tenants, and spends tens of millions of pounds on maintaining and updating its housing stock each year.
The purpose of this role is to:

- Manage a team of major works officers to make sure the Council can recover a proportion of its expenditure from homeowners through compliance with the lease, current legislation, and prevailing case law.
- Support and, where necessary, deputise for the Head of Home Ownership Services.
- Support officers in issuing statutory consultation notices, raising invoices and providing advice to homeowners and colleagues.
- Represent the team and the Council at forums, surgeries, roadshows, and other types of meeting.
- Draft borough-wide mailshots for qualifying long-term agreements.
- Investigate and resolve complex disputes, and coordinate joint inspections where appropriate.
- Facilitate the Council’s programme of works by working closely with colleagues from Capital Delivery, Mechanical and Electrical, Repairs, H&F Maintenance, Finance and other relevant areas of the Council.
- Develop relationships with other providers in the field and engage in benchmarking exercises.
- Develop and maintain specialist knowledge around the role, and minimise risk by ensuring the Council always operates in a manner that is compliant and reflects latest developments in statute, case law and best practice.
- Ensure the team is delivering a first-rate customer service with high levels of customer engagement.
**Role Duties**
1. Support officers in preparing and issuing the appropriate statutory consultation notice to homeowners.
2. Make sure all Section 20 submissions are properly presented and evidence-backed, and issued in a timely fashion.
3. Ensure that all formal observations are properly logged and replied to by officers within the prescribed time periods.
4. Investigate complex disputes and produce written reports with recommendations.
5. Pursue, prepare and process major work final accounts in a timely manner and make sure officers issue Section 20B notices on all schemes.
6. Lead on soft consultation with residents to explain proposals and increase involvement.
7. Coordinate site inspections with homeowners to explain what works were delivered and act promptly, where necessary, on areas of dispute.
8. Produce reports for managers to evidence results of inspections, action points and learning points.
9. Provide high-quality specialist advice to colleagues, councillors, contractors and customers alike.
10. Make sure customer accounts and all databases are properly maintained and, where necessary, backed up periodically.
11. Develop and deliver training for other teams and departments, and train new staff in functions of the service.
12. Carry out monthly 121s, annual appraisals and probation reviews, as necessary, with team members.
13. Work to gather and quantify satisfaction levels amongst homeowners.
14. Represent the Council at meetings, surgeries, and roadshows during evenings and weekends.
15. Use customer feedback to develop the service and improve the quality of output.
16. Prepare legal referrals and represent the Council at the First Tier Tribunal where required.
18. Deputise for the head of service, where required.
19. Support the other functions of the service.
20. Carry out other duties relevant to the post, including those occasionally above grade or from other departments, as directed by manager.
21. Act as positive role model for other staff members, and convey the LBHF standards and values at all times.
**Qualifications-Essential**:

- Excellent level of education
- Educated to degree level
Desirable
- Professional housing qualification (e.g. IRPM or CIH) or working towards the same
**Knowledge & Experience-Essential**:

- At least two years’ experience of working within a leasehold management role
- Experience of reading and interpreting legal documents and texts
- Experience of working to and achieving challenging targets
- Experience of working with MS Office and other software packages
- Experience of working as an effective team player, and building and maintaining effective relationships with colleagues and managers
- Experience of dealing with challenging customers
- Excellent understanding of what good customer service looks like and how to deliver it
Desirable
- Experience of successfully managing a team**Skills
- Essentia**l
- Excellent verbal and written communication skills
- Excellent customer service skills
- Ability to investigate complex disputes and produce clear written replies
- Keen attention to detail
- Ability to interpret complex information and to communicate conclusions clearly
- Good ICT skills
- Excellent organisational skills with the ability to prioritise and meet targets
- Ability to work flexibly and have an adaptable approach
- Ability to work remotely, independently and proactively
- Ability to develop a good understanding of an evolving regulatory regime

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