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- Contract Oversight:Â Manage the cleaning and grounds maintenance contracts, ensuring contractors meet agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Performance Management:Â Convene monthly contract review meetings, monitor contractor performance, and implement necessary improvements.
- Team Leadership:Â Line manage a team of four officers, supporting estate inspections, complaint resolution, and service enhancement activities.
- Stakeholder Relations:Â Build strong working relationships with residents, contractors, and internal teams to resolve issues and enhance the quality of service.
- Complaints and Compliance:Â Oversee the complaints process, ensuring timely responses and high levels of resident satisfaction.
- Health and Safety:Â Ensure contractors adhere to health and safety regulations in the delivery of waste collection and street cleansing services.
- Reporting and Analysis:Â Analyse service performance data, produce clear management reports, and make recommendations for ongoing service improvements.
- Project Management: Lead initiatives aimed at enhancing estate services in support of the council’s sustainability and ecological targets.
- Resident Engagement:Â Attend resident meetings, surgeries, and forums as needed, including some outside standard working hours.
- Proven experience in contract management, ideally within estate services, cleaning, or grounds maintenance.
- Background in managing customer-facing teams, preferably within the public or housing sector.
- Strong skills in performance management, with a focus on achieving measurable outcomes.
- Excellent problem-solving abilities, with a proactive approach to identifying and addressing service issues.
- Proficiency in data analysis, reporting, and using IT systems to monitor and improve service delivery.
- Outstanding written and verbal communication skills, with the ability to engage confidently with a range of stakeholders.
- Flexibility to adapt to changing priorities and willingness to attend evening meetings when necessary.
- Familiarity with local authority housing services or similar settings.
- Awareness of sustainability and climate-related initiatives within estate service delivery.
- Make a tangible impact on the quality of life for local residents.
- Join a dynamic and collaborative team environment.
- Benefit from flexible working arrangements (four days on-site, one day remote).
