Customer Experience And Complaints

• Instil a customer focused culture for both colleagues and contractors, delivering high levels of proactive and responsive communications with customers throughout the planning and delivery of reactive works leading to high levels of customer satisfaction.
• Use customer feedback to continually improve the customer experience.
• Ensure customer complaints are prioritised and given the necessary attention and diligence they require, ensuring compliance with Curo timescales.
• Lead on developing and maintaining stakeholder relationships, ensuring that customer responses are evaluated to improve the customer experience and future service delivery outcomes.

Financial and Budget Management

• Work closely with the Finance team on all aspects of finance including budgets, forecasting, progress monitoring, cash flows and any other relevant financial parameters.
• Contribute to the review and monitoring of business plans and budgets.
• Lead on budget management, ensuring budgetary control systems are established and followed for all my areas of responsibility, ensuring that Capital and Revenue works are managed effectively and correctly.
• Prepare and present accurate management information and reports and engage as required with boards and committees, the Executive Team and other stakeholders.

Compliance, Governance and Health & Safety

• Ensure that all operational policies, procedures, systems and processes within the service area are fit for purpose and up to date.
• Ensure that all standing orders, financial regulations and policies and procedures are complied with across my work streams.
• Ensure health and safety related activities including compliance with statutory obligations are robustly managed within my area of responsibility.
• Take responsibility for the health and safety of myself, my team and others ensuring that we are fully compliant with all legislative obligations and Curo’s working practices, with a particular awareness of Fire Safety, Asbestos, Gas and Electric.
• Ensure compliance with external funder (private and public) requirements for my area of work.
• Agree, monitor and ensure delivery of all internal and external targets and performance indicators for my areas of responsibility.
• Maintain active involvement in Section 20 processes to ensure compliance with Curo’s Section 20 policy, including consultation obligations and cost management for leaseholders.
• Provide professional surveying services, using building pathology skills to diagnose faults and recommend robust, affordable solutions.

What do I need to be successful?

I will…

• Have a relevant professional MRICS qualification or equivalent qualification/experience.
• Demonstrate I can actively lead my team to achieve corporate business plans and objectives.
• Demonstrate my experience in formulating and implementing strategies to deliver a customer focussed major repairs service.
• Assist with the formulation and implementation of the Asset Management strategies and plans.
• Deliver results on time and to budget, achieving relevant KPIs.
• Demonstrate my experience of business planning and risk management.
• Evidence my experience of managing substantial budgets successfully, profiling this across the financial year, and ensuring that my contract delivery matches this.
• Demonstrate my experience of managing project appraisals, financial models, business assurance and performance management systems.
• Ensure our business operations comply with the legal, regulatory and inspection frameworks governing services provided by the company.
• Ensure full compliance with the Homes and Communities Agency’s policies and procedures and other legislation such as HHSRS, Decent Homes etc.
• Provide dynamic, inspiring leadership to my colleagues and peers.
• Demonstrate knowledge and experience of Awaab’s Law requirements and the management of damp and mould hazards within a social housing context.
• Evidence experience of contractor management, change control processes and variation management across complex or specialist works programmes.

How will I evidence my success?

I will…

• Get feedback from customers, peers and my line manager about my effectiveness, as well as how services are delivered.
• Demonstrate the service improvements I have delivered with tangible results that show success.
• Use the Curo Quality Assurance measures to demonstrate my consistent delivery of our team processes.
• Evidence that the Organisation is fully compliant with legislative obligations e.g. Health & Safety requirements.
• Successfully meet the KPIs and objectives agreed for myself and my team.
• Actively demonstrate my leadership skills and be able to evidence Curo’s leadership principles through my appraisal meeting and 360° feedback.
• Demonstrate my active participation in Curo company life.
• Evidence effective management of contractor variation requests and demonstrate budget control through monthly reporting.
• Demonstrate compliance with Awaab’s Law inspection timescales through DRS scheduling and completion data.
• Evidence consistent delivery of Section 20 obligations through documented consultation records and leaseholder communications.

What You'll Get In Return

• 26 days annual leave per year (plus bank holidays), increasing to 29 days
• Your birthday off as an extra holiday
• Up to 10% matched pension contribution
• Flexible benefits which might include a Health Cash Plan
• Access to an Employee Assistance Programme for your wellbeing

About Curo

We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide.

We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers. We're committed to making our recruitment process accessible to everyone --- if you need any adjustments to help you apply or interview, please contact our recruitment team at recruitment@curo-group.co.uk