Technical Officer

**Reports to**:Repairs Manager***
**Responsible for**:No Direct Reports***

Our repairs and maintenance team are a hive of activity, this is one of the most important
services that we deliver. Every day brings its unique set of challenges which need your
super technical skills and logical decision-making skills to resolve. This is more than a
technical focused role its about customer engagement and support and therefore an
essential ingredient is loving what you do and smiling when you do it.

You will be responsible for the delivery of day-to-day repairs or minor project related work
intended to protect or improve the homes of our customers. You will work closely with
tenants and Red Kite senior managers and staff to deliver excellent, cost-effective building
maintenance and improvement services. You will be readily available and eager to assist
customers in a range of different scenarios, using your technical skill and experience to
ensure that our tenants are kept safe and their homes are well maintained.

**What we need you to do**:

- Work with the Repairs Manager to set key performance targets and milestones for

allocated projects and monitor agreed deliverables to achieve expected outputs
- Manage day to day work or minor project work to minimise exposure of both financial

and health and safety related risks. Take part in routines during office hours and from
time to time outside normal office hours to provide an excellent responsive repair
service
- Have a thirst for value for money, ensuring that both large
- and small-scale work is

delivered against approved budgets, or better still, under budget without compromising
quality
- Make sure that all work is delivered equitably and fairly and maximises the capital

value of assets
- Work closely with the Relationship Team and all other staff and stakeholders to

develop and deliver excellent services, putting to use new technologies
- Pursue excellence in all aspects of the repairs service and the wider business
- Make sure our tenant and leaseholders inspire and influence the design, delivery and

outcome of everything we do
- Help with making sure our vision, mission and values influence every aspect of our

business.
- Have a great approach to customer service putting our customers at the heart of what

you do.

**What you will be responsible for**:

- Giving technical advice and support to colleagues, staff and other stakeholders
- Managing specific projects allocated by either mobile technology or manual allocation
- Overseeing the quality of work of contractors making sure we comply with all relevant

documentation, standards, good practice and guidance
- Reconciling and settling final accounts and valuations, paying responsive repair

invoices, dealing with contractual disputes, extensions of time and variations and
issuing relevant certification
- Providing project update reports and post project reviews
- Providing technical repairs support to both internal and external customers, which will

include site visits to inspect work, diagnosing defects, identifying solutions,
investigating and resolving complaints and agreeing follow on works, as well as
helping with home and estate inspections and mutual exchanges
- Playing your part in an office cover rota to provide appropriate technical cover and

handover to the out of hours service
- Being involved in a rota system (usually one week in every nine) to provide ad hoc

evening and weekend phone support for contractors and customers when emergency
situations arise. This may also require occasional on-site attendance of emergency
work e.g. major fires, floods etc. acting on our behalf. You may also be required to act
as support to other on-call staff where higher-level management input is needed or
where escalation is required.

**Where you have come from**:

- A place where you have managed large scale and small property related work and

delivered works by supervising contractors or in house maintenance staff
- A customer focused organisation
- A housing organisation or similar would be preferable
- A place that prioritised best value services and continuous improvement
- A place where technology was the catalyst for improving services to customers.

**What our teams will see in you**:

- Someone who has experience of delivering large and small building projects to

occupied/domestic homes
- A person who is skilled at managing budgets and understands value for money
- Someone who demonstrates negotiating and dispute resolution skills
- Someone who leads by example and personally demonstrates organisational values

and expected behaviours
- A team player who works as part of a team, looks at the bigger picture and does not

work in a silo
- A person who has a good understanding of best practice within social housing
- Someone who has lots of technical knowledge relating to construction and

construction-related health and safety
- Someone who is IT literate, proficient in Microsoft Word, Outlo