Maintain

Resident Liaison Officer

We have an opportunity for a Resident Liaison Officer to join our Wates team within our Planned Maintenance division. You will be covering the Brent and North London area, delivering support to our residents in and around the M25 on one of our social housing contracts.Key Accountabilities will include: Set up, undertake and manage the Tenant/Customer/Resident Liaison Service across multiple sites. Attend regular client representative and tenant meetings to ensure highest level of customer service is provided at all times. Ensure a consistent approach to customer care is adopted, Manage the Tenant’s Complaints procedures as a point of escalation. Maintain and update the on-site Database to reflect on-going works.You will be an experienced RLO with proven track record of successfully managing the workload across planned maintenance programmes. As well as having a strong knowledge of internal and external programmes, you will be a strong communicator with excellent customer service and IT skills.

Operations Manager

We have an opportunity for an Operations Manager to join our Wates team within our Planned Maintenance division. You will be covering the South East of London and around the M25, managing a team of Project Managers and Site Managers to provide a first class service to our Clients.The role is to act as the interface between the various clients at monthly review meetings and deliver all contracts to an extremely high standard. You are required to ensure KPI’s and Health & Safety is maintained to the our expectations.Key Accountabilities will include: Responsible for all regional delivery; building and maintaining an effective and motivated team. Lead the division with a operational and commercial mindset making sure the team are aware of contract obligations and how they can influence profitability at all times Ensure that all projects are set-up with company governance maximised, production control in place and productivity regularly monitored. To work and develop relationships with all key clients to allow each contract to run in accordance with the brief and the clients high expectations. Attend all client progress meetings giving feedback, progress and all KPI data as requested. Procure work by maintaining and developing contacts in the industry, as well as have direct involvement in the strategic thinking applied to the Unit's tenders. To work with all key supply chain partners making sure all Operating Framework compliance details are in place before commencement of any projects. Monitor and approve the financial forecasts; ensuring that the best cost planning information is provided. To drive compliance and operating excellence throughout the division at all levels.To be successful in the role you will already be in an operational leadership role and have experience in successfully managing maintenance teams and projects and been accountable for all disciplines from the bidding stage; from design and planning through to handover, all within time and budget.We are looking for someone with ability to lead and influence at all levels to deliver outstanding results, successfully develop relationships to create future opportunities and have a proactive approach to risk management and value-add.

Project Manager

Wates have an opportunity for a Project Manager to join our Wates team within our Planned Works division. You will be working out of our Camden office on one of our contracts. The primary focus of this role will be to work on Net Zero, External Wall Insulations, Windows, Roofing and Cavity Wall Insulations, ensuring our projects are built safely, economically to the agreed timescales and quality standards. The primary focus of this role will be to provide visible leadership and direction along with foresight and insight in the safe and profitable delivery of schemes to Wates. Key Accountabilities will include: Develop and implement detailed programmes and schedules which allow accurate monitoring and reporting of progress. Identify the quality expectations and embrace these in the Quality Plan. Implement all statutory regulatory and company requirements for managing Health and Safety. Secure and manage the appropriate resources to deliver the project / scheme effectively and efficiently in a professional manner to ensure successful delivery within project constraints. Ensure there is a successful and smooth handover of the project, including support to customer/ end user throughout the handover process. Establish a communications plan and agree accountabilities for team members. Ideally you will have experience of working for a main contractor on similar projects and have experience of elevational treatment, EWI decorative panelling & replacement windows.

Regional Customer Service Manager

We have a fantastic opportunity for a Regional Customer Service Manager, to join our Wates team within our Planned Maintenance Division. You will be covering various contracts across London and being responsible for overseeing and delivering a five star customer service experience to tenants and clients on our contracts.Key Accountabilities will include: Ensuring that customer service delivery is continuously improved in ways that meet the needs of the customer as well as our clients. Implement and manage a robust customer feedback system to ensure continuous service improvement, and contribute to improvement in customer feedback methodology. To develop systems and processes to enable customer enquiries to be dealt with at first point of contact wherever possible for planned works, responsive repairs and other property related services. Develop and maintain close working between the Contact Centre, internal teams and main contractors to enable an efficient, seamless service to be delivered to our customers. Liaising with all service areas to act as an intermediary for customers as and when required. To accept and case manage on behalf of our Customer Service Advisors, difficult customer situations that have been escalated to them, ensuring the customers experience in dealing with us is positive. To implement and manage service standards for delivery. To provide control over quality and quantity of Contact Centre activities through regular monitoring and measurement including adherence to service standards and utilising resources in the most efficient manner. To ensure established policies and procedures are adhered to. To ensure that service delivery is continuously improved to meet the needs of the customer as well as our clients and business partners.We are looking for an experienced and professional Regional Customer Service Manager with knowledge of Maintenance practices, standards and processes along with the ability to analyse technical and commercial aspects of maintenance tasks and apply solutions in terms of time, cost, quality and best use of available resources.To be successful in this role you will be an excellent communicator with the ability to influence key stakeholders and manage expectations of customers and site teams.