JOB DESCRIPTION

PROPERTY SERVICES OFFICER

(HOME OWNERSHIP)

RESPONSIBLE TO Property Services Manager

EXPERIENCE PREFERRED QUALIFICATIONS PREFERRED

A minimum of at least 5 years relevant
experience in the building industry, ideally
working within a customer focused housing A relevant professional
repair and maintenance team. Knowledge of building/maintenance qualification.
schedule of rates and leasehold
management.

SUMMARY
To supervise day-to-day repairs, cyclical maintenance and improvement works in order to
achieve a high quality, value for money and professional service for Shared Ownership,
Leasehold Management, Market and Intermediate rent properties which are spread over a
national geographical area. Occasionally there may be a requirement to work weekends
and evenings for which time off in lieu will be given.

KEY TASKS
Strategy and service development
To detail and describe building repairs and maintenance and to enable compilation
1 of tender documentation or pricing in accordance with Riverside Home Ownership’s
obligations under the terms of various leases.
To carry out property surveys to voids including inspection, identification of
defect/condition. Preparation of subsequent works order, written report, schedule
2 cost and annotated diagrams, where required. To also carry out pre-tenancy
termination inspections to identify any applicable rechargeable repairs in
accordance with Riverside Policy & Procedures.
Raise appropriate day to day repair orders, contract directions /instructions and
monitor progress/performance and standards on all aspects of repair and
3 maintenance works issued from a Schedule of Rates, within a time scale which
meets Riverside Home Ownerships targets and in accordance with current
operational procedures and legislative requirements.
Carry out post inspections of all work to ensure compliance with the
specifications/works order, ensuring quality of workmanship; materials and
4
associated charges have been applied in accordance with the Schedule of Rates or
any other appropriate contract documentation.
 To assist the Property Services Manager in the compilation of Life Cycle Costing
5 data, for all leasehold schemes and to monitor and update the database as and
when required.
To identify all leasehold schemes requiring a Fire Safety Risk Assessment and
6 identification of any upgrade works required. To periodically review this information
on a scheme by scheme basis and action any works identified.
Attend and represent Riverside Home Ownership at new build site meetings, Liaise
with Riverside Regeneration Team in relation to resolving defects and latent defects
7
on new build schemes. Also liaise with the Regeneration team in relation to
Disabled Adaptation requests and available funding to carry out such requests.
To ensure adherence to all relevant Legislation when carrying out planned/cyclical
8
works, particularly in relation to consultation requirements with residents.
Assist in the preparation of scheme service charge budgets and year-end accounts,
9
including presentation of budgets and accounts at resident’s meetings.
10 To authorise, code and check payments for work up to authorisation level.
To ensure contractors comply with all requirements of contracts let by Riverside
11
Home Ownership and attend any contract meetings.
To ensure that contractual certificates, variation orders and notices are issued in
12 accordance with agreed procedures and ensure all maintenance contracts are in
place to effectively maintain the Division’s property assets.
To ensure complaints are responded to in a timely and effective manner in
13
accordance with Riverside communication standards.
To ensure that the Division meets targets for works completed within target
14
response times.
To carry out all duties in accordance with current Health & Safety legislation. The
15
ability to carry out Risk Assessments would be an advantage.
To liaise with the Property Services Administrator to update the Divisions Gas
16
Safety Inspection information.
To develop and implement technical procedures, systems and standards in liaison
17
with the Property Services Manager.
To ensure information required by Riversides Customer Service Centre is available
18
and up to date.
To attend contractor performance meetings to represent the Association as
19
appropriate.
To work to, and contribute to, the Divisions customer focused approach to service
20
delivery.
To present reports etc., at Resident Associations and other meetings as
21
appropriate, some of which are held in evenings.
Manage, Inspect and process residents insurance claims made under the block
22
buildings insurance policy.
Service delivery
Professionally liaise with Solicitors, Environmental Health Officers etc. as and when
1
required.
2 Resolve repairs invoice queries and withhold payments until resolution.
Ensure that service delivery complies with Riversides policies and procedures
3
relating to equality and diversity.
Ensure that the views of Riversides customers are fully taken into account in the
4
development and delivery of services.
 Ensure that the Division complies with Health & Safety legislation and other
5 regulatory obligations, assessing risk and putting in place relevant control
measures.
Other duties
To provide a high quality, customer orientated service championing “Riverside
1
Service Style” practices.
Constantly review work outputs, setting improvement targets and appraising
2
individual performance.
3 Participate in the work of the Divisional Team, encouraging innovation.
Undertake personal development and training as necessary to keep up to date with
4` legal, political, financial and other developments in the fields of housing and
customer service.
To ensure compliance with Riversides Equality and Diversity policy, in respect of
5
employment and service delivery.
6 Ensure that all data is compliant with legislation and policies relating to data quality.
7 To actively promote Riverside locally
8 Any other relevant duties as required by the designated manager.
COMPETENCE FRAMEWORK
WORKING TOGETHER
Acts as a role model for TRG by building and maintaining effective cross functional team
working. Encourages others to think about how they can assist other teams and go the
“extra mile” to assist a colleague. Make time to listen to others, respond to non-verbal
signals and ensure that tact and sensitivity are used in all their responses. Bring sensitive
issues into the open with objectivity and without bias or prejudice. Faces up to difficult
situations with a high degree of tolerance and awareness of individual circumstances. Has
flexible attitude to the hours worked and needs of the business.
FOCUSING ON CUSTOMERS
Actively builds an in-depth understanding of the customer, their issues and requirements.
Anticipates customer needs and plans for it, recommending different and innovative
approaches. Responds to the needs and feelings expressed by the customer whilst taking
into consideration the needs of the organisation. Positively promotes, coaches and gives
feedback to others using “The Riverside Service Style”. Challenges behaviour that is not in
line with “excellent customer service” goes beyond the requirements of the Customer
Charter and develops partnerships.
GOING FOR IT AND STICKING WITH IT
Achieves exceptional results consistently and takes decisions which are right for the
business even when controversial or unpopular. Deals confidently and assertively with
senior and influential individuals. Projects are delivered on time, within budget. Translates
long-term objectives into clear and practical working plans and ensures their team are
performing at peak performance. Proactively seeks ways to improve self and others by
analysing and tackling results driven by behaviour, skills and knowledge. Identifies and
communicates priorities in line with business and customer requirements. Confidently
manages ambiguity and sets priorities which take account of short and long-term business
needs. Considers “what…..if” scenarios and develops contingency plans.
RESPECTING EVERY INDIVIDUAL
Takes an active lead in promoting an awareness of cultural and community diversity. Is
self-aware of own personality traits and understands how others may see them. Treats
internal and external customers as individuals and respects their differences. Is self-
motivated and responsible for their personal development and regularly updates their own
PDP. Is a role model for managing their time and work life balance effectively. Is an
inspiration to others in embracing the vision and values. Tackles difficult situations
sensitively with positive outcomes and improves relations with an employee they do not get
on with.
COMMUNICATING POSITIVELY AND LISTENING TO UNDERSTAND
Utilising “The Riverside Service Style” delivers a clear message to employees, partners
and senior management. When undertaking presentations ensures the design, approach
and delivery are pitched to suit the audience. Uses listening skills to ensure that their
colleagues and team are happy and motivated within their work. Deciphers information and
ensures it is proactive in dealing with any potential crisis. Elicits clear understanding for an
audience regardless of complexity of subject matter. Communication and listening skills
inspires trust and loyalty from colleagues. Tests information and views with a variety of
people including those who may disagree. Information is reported on, it is well structured,
grammatically correct, with good spelling and punctuation.
MAXIMISING VALUE MINIMISING WASTE
Makes suggestions for change relating to budgets and waste. Drives the implementation of
savings and waste reduction within their team. Savings that have been identified are
shared as best practice for the group. Actively promotes Corporate Social Responsibility.
Takes an active role to identify future trends and legislation and its effect on the business.
Recycles 90%of the time.
CHALLENGING THE CONVENTIONAL
Improves performance by creating new ideas for the business that are unique and radically
rethinks the way things are done. Generates lots of new and creative ideas and uses
“outside the box” style of thinking.

STAFFING RESPONSIBILITIES FINANCIAL RESPONSIBILITIES

In accordance with Riverside’s Delegated

None
Authority policy.

Date of Description Sept 2014