Overview

We work within an overall Diocesan vision and strategy. As Capital Vision 2020 draws to a close, we are currently creating our ambitious vision and plans for 2030. Within this, the overall purpose of the LDF is ‘to do everything we can to support the mission and growth of the church in London’. The Housing and Investment Property group plays a key role in helping us deliver this through providing great housing for our clergy, as well as generating significant income and capital from spare housing and our investment property portfolio.

Post Introduction

To operationally manage and supervise the Reactive Repairs service of the Diocesan portfolio of some 550 residential properties (400 of which are occupied by the Clergy and the remaining privately let). You will work throughout the Diocese of London, providing direct support to our clients, while working within a budget of £1.5 million. Central to the role is the endeavour to deliver an exemplary standard of service in every customer engagement.

Main Responsibilities

The post holder may be required to undertake any other duties that are commensurate with the role.

Strategic

• Take full ownership of the operational day to day reactive repairs service.
• Promote a culture of change with all stakeholders to support best in class performance.
• Demonstrate service improvement in response times and timely closure of repairs.
• Regularly audit repair quality while ensuring value for money is achieved within budget.
• Remain open minded and receptive to customer feedback and adjust service accordingly.
• Commitment to improving Health & Safety standards and compliance.
• Implement, promote and make best use of help desk software to achieve targets.

Operational

• Management responsibility for reactive repair service across the residential portfolio.
• Continuously monitor open reactive tasks while always aiming for prompt resolution.
• Work closely with our suppliers, build and maintain strong contractor partnerships.
• Achieve best value for money and competitiveness with contractor and supplier costs.
• Manage reactive maintenance within budgetary constraints, support regular review of expenditure and advise on variances.
• Manage fixed electrical installation certification in all residential properties to ensure LDF is compliant, in date, defect free and ease of access to certificate records.
• Conduct property visits as dictated by circumstances for instance escalated complaints, emergency reports, Health & Safety, monitor contractor performance or quality audits.
• Respond in a timely manner to insurance claim works to ensure satisfactory outcome.
• Conduct periodic quality control of work in progress, completed works and provide feedback.
• Review contractor schedules of repair, assess costs and instruct repairs accordingly.
• Produce or advise on schedules of repair when required.
• Manage minor works, that may originate as reactive requests, through to completion.
• Conduct defect diagnosis when required for building fabric, building services and grounds (External grounds repairs include trees, planting, boundaries and below ground drainage).
• Agree schedule of rates for standardised repairs and conduct tenders where required.
• Strive for continual improvement and make recommendation where this can be achieved.
• Compile periodic reactive management report and regularly report on agreed KPIs.
• Identify and implement parts and materials standardisation across the portfolio.
• Support the Property Team with annual inspection of all residential properties.
• Follow up and manage out of hours calls next working day.
• Develop robust systems for managing out of hours emergency cover.

Customer Service

• Ensure the very highest level of customer service is delivered and maintained at all times by always putting the customer first. Be committed to listening and engaging with their point of view, showing understanding and empathy.
• Build and maintain effective Customer Relationships demonstrating trust, honesty and respect with the Clergy.
• Respond to all enquiries in an effective, efficient and courteous manner.
• Maintain regular and concise communication ensuring the customer is kept up to date.
• Proactively support Parishes and act as point of contact for property enquiries.

Remain responsive and open minded to Customer feedback and adjust our service to suit.

The Ideal Candidate

Essentials       

• Ability to confidently deliver a hands-on reactive repairs service to over 550 residential properties across 270 square miles of London.
• Track record of significant operational management with a housing repairs service.
• Experience in fields of either surveying, trade background or contractor management.
• Ability to manage conflicting priorities while working effectively under pressure.
• Adept at dealing with conflict resolution and negotiating a satisfactory outcome.
• Up to date working knowledge of statutory obligations and industry best practice in the Housing Sector.
• Strong Health & Safety background such as electrical safety, CDM, asbestos.
• Excellent communicator (both written & verbal) and strong team player.
• Strong IT skills with experience of Help Desk software.
• Highly organised and self-motivated.

Desirables

• Experience of dealing with Listed Buildings, conservation areas, listed building consent.
• Familiar with management of asbestos regulations and its practical application.
• Understanding of Landlord & Tenant Act, Housing Act and standards of fitness for homes.
• Ability to see problems, identify solutions and agree a way forward.
• Knowledge of the application of the Housing Health & Safety Risk Rating System.
• Knowledge of the Church of England governance, workings and structure. 

About Us

The LDF exists to support the mission of the Church of England in London, hence its strategy is nested entirely within the wider objectives of the Diocese’s Capital Vision 2020, it includes the Bishop of London’s Fund & Associated Organisations. The principal activity of the London Diocesan Fund is to serve and support the parishes and people within the Diocese of London in their mission of proclaiming the gospel of Jesus Christ. It does this operationally through the payment and housing of parish clergy and chaplaincies and support to their ministry.