Defects Manager

Job Title: Defects Manager

Contract Type: Fixed Term Contract for 12 Months

Salary: £59,305.00 Per Annum

Working Hours: 35 Hours per week

Working Pattern: Monday – Friday, Hybrid

Location : Camden, London

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.

The difference you will make as a Defects Manager

Responsibility for all potential latent defect investigations and to ensure they are assessed and proven to be latent defects before accepting any case. They must ensure targets are to be met by the main contractor, work collaboratively across departments. Carry out inspections of re-ported latent defects to assess liability.

About you

We are looking for someone with

• Good level of IT skills and literacy including Excel
• Working knowledge of defects and latent defects
• Relevant experience at delivering a customer focused defects, repairs or maintenance service.
• Ability to diagnose the cause of faults reported as defects or latent defects.

Why Riverside?

At Riverside, we're a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you'll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered.

Role Profile

Principle Outputs & Responsibilities

• To ensure that targets are met for performance and customer satisfaction.
• Ensure that residents are fully satisfied with all the aspects of any remedial works and the customer service provided to them.
• Liaise closely with stakeholders to ensure prompt and appropriate action is taken to resolve defects within the agreed timescales.
• Record, manage and report on Latent Defects, quality of services to residents, trends latent defect issues and the performance of our consultants & contractors.
• Address key issues with contractors/consultants to ensure they are continually improving the service they provide and meet Riverside's standards.
• Propose and implement service improvements that lead to achieving and exceeding KPIs.
• Oversee payments and provide budget information.
• Respond to, and track, informal and formal complaints and resolutions, providing a fully researched response to prevent further escalation.
• Create feedback loop to design and quality processes to reduce occurrence of latent defects on future schemes.
• Ensure all Latent defect cases are tracked and managed via an internal tracking system.
• Constructive contribution at Design Review Panels.
• Ensure that the wider teams are adhering to all aspects of the Latent defect process .

Latent Defects

• Technical assessment of the validity of potential latent defects , including in person inspection as required.
• Assessment of risk and cost.
• Instructing works, reviewing programme and leading on negotiations with contractors.
• Liaising with consultants, warranty providers, system and product manufacturers and suppliers.
• Act on behalf of Riverside in the provision of exemplary customer service to the residents of properties with latent defects, including clear and comprehensive communication.
• Ensure all identified latent defects are professionally investigated, monitored, and resolved promptly and effectively having oversight and providing coordination at all stages of the latent defects process.
• Ensure all warranty insurance claims are dealt with in an appropriate time frame and progressed to ensure cost reduction.
• Ensure and enhance interdepartmental relationships.

Other Duties:

• Ensure that responsibilities for Health & Safety are properly understood and discharged as defined in One Housing's Health & Safety Policy and that Health & Safety concerns are promptly and clearly communicated to the appropriate people
• Comply fully with Riverside's policies and procures including the standing orders and financial regulations.
• Comply with the Equal Opportunities and Diversity Policy
• Comply with the Data Protection Act (all employees will not disclose or make use of for their private advantage any information held on record which is not available to the public)
• Carry out any other reasonable duties as required
• Attend appointments outside of core hours if required.
• Evidence continuous improvement of processes and value for money.

Person specification

Knowledge, Skills and Experience

Essential

Competencies/Skills:

• Good level of IT skills and literacy including Excel
• Working knowledge of defects and latent defects
• Relevant experience at delivering a customer focused defects, repairs or maintenance service .
• Ability to diagnose the cause of faults reported as defects or latent defects.
• Deep understanding of building structure, building services and repair and maintenance techniques
• Solve complex problems.
• Work to deadlines with minimal supervision
• Experience of maintaining and enhancing relationships with both internal and external customers relating to day-to-day operations.

Managing performance:

• Evidence of the ability to set and deliver targets within agreed parameters.
• Ability to address poor performance with contractors and consultants to ensure continuous improvement occurs.
• Ability to evaluate cost, risk and benefit, and propose a plan of action accordingly.
• Promote innovation and continuous improvement within the department and lead in specialist area.
• Believe in and practice continual professional self-development.

Planning and organising workloads and projects:

• Evidence of ability to plan and prioritise by balancing operational and management needs and actively manage risk.
• Well-developed problem solving and negotiating skills with the ability to manage complex projects.
• Make clear and reasoned decisions and recommendations when faced with novel or complex situations.

Communicating and influencing effectively:

• Ability to communicate at all levels to provide excellent satisfaction.
• Evidence of the ability to build and maintain good relationships with customers and stakeholders.
• Outstanding negotiation skills to ensure best value for Riverside and residents.

Desirable

• Experience of fostering a team environment of mutual motivation and support
• Ability to understand costs of schemes
• Experience of strategic decisions making
• Is able to anticipate changes needed within departmental structures or organisation and propose effective responses.

Professional Qualifications and Membership

• Degree level or equivalent technical or professional qualification in a property or project management, architecture, construction or maintenance.

Decision Making Accountability

• Contractors, internal teams, residents and purchasers