O All BHA Stakeholders & Employees

Job Outline

Job Title : Skilled Handyperson Department Based in Property Services (P.S.) Grade : EVH Technical Grade 5/6 TAS5-6, £24,151-£27,611, depending on qualification and experience Normal hours of work Minimum 35 hours to include some (FTE): flexible working plus other requirements as driven by business needs Hours of work Monday – Wednesday: 9am to 5pm Thursday : 10am to 7pm Friday 9am to 4pm One hour for lunch. This is a new post so these hours will be reviewed in consultation with the post-holder Responsible for : Assist in the delivery of a minor repairs service to Barrhead HA and Levern Property Services’ customers Reporting to : Property Manager – and also to work with customer services staff Responsible to: Director of Asset Management Communication/ o All BHA stakeholders & Employees collaboration with: o The Community o Business Partners, contacts and stakeholders across the RSL, Voluntary, Public & Private Sector

1. Your role

- 1 - The handyperson’s role is a key front-line position in delivering a modern, efficient high quality repairs service to our external customers, primarily for Barrhead Housing Association but through time this will be developed for customers of our subsidiary Levern Property Services. Based within the Property Services team, you will be responsible for minor repair works as determined by customer services and property services teams. Functions will include reactive day-to-day repairs including void works and assistance with elements of cyclical works and planned maintenance. The post-holder will work to a high standard to deliver a comprehensive service to our customers, our staff members and ultimately to the wider local community. This will also include working with our external contractors and clients to meet our repair and void programmes and also our wider cyclical and planned maintenance programmes.

Reporting directly to the Property Manager you are an integral part of all departments with responsibility for providing a repairs and maintenance service to our customers. Overall providing quality matters within our processes, systems, and functions and you will assist in:

 Ongoing service delivery and development;  Implementation and operation;  Performance monitoring, measurement & reporting; and  Delivering a commitment to continuous improvement  Working in partnership with our key partners to provide a joined- up dedicated service on advice and information to our clients and customers.

You will actively deliver our Business Plan and workplans to a high standard in relation to property investment and improvements and keep the Association up-to-date on relevant issues in relation to this post which will be set against appropriate objectives and K.P.Is whilst ensuring compliance with relevant frameworks and plans.

2. Behaviour

To help deliver our Vision – ‘Creating opportunity for growth & improvement’ – to uphold our Values, and provide the best service we can, you will need to:-

 Be pro-active, energetic, enthusiastic, and committed to delivering high quality customer care  Honest, respectful and trustworthy  Be dedicated and care about our purpose and vision  Reliable, respectful and dependable to colleagues and to our customers, especially when in someone’s home  Helpful and an excellent communicator  Courteous and professional  Flexible, adaptable and responsible  A good listener and able to analyse customer requirements  Informed & analytical – a forward thinking planner and pragmatic problem solver  A good team-player and able to work on your own initiative  Action centred – fostering a `can do` positive culture  Knowledgeable, accurate and accountable

- 2 -  Positively promote the Association and subsidiary, networking with people and organisations that can help improve our performance & services, and increase options  Do a great job, reviewing what can be done better and striving for personal and organisational improvements.

3. Main Duties and Responsibilities

As a key part of our organisation, you will be responsible for delivering a customer focused minor repairs services with related efficiency measures and outcomes.

The main tasks for this minor repair service will include –

 To carry out general joinery repairs, replacements and maintenance works across the BHA housing stock.  To carry out general plumbing repairs, replacements and maintenance works across the BHA housing stock.  To carry our general safety and security works including fitting door peepholes, viewcoms, chains, etc.; upgrade locks, fit bolts, catches, etc.; fit grab rails, etc.; fit smoke and CO detectors; etc.  To carry out general void works including wall tiling, dismantling and clearance works, etc. to enable the Association to meet the void re-letting standard  To assist with all types of property, house and garden clearances as appropriate.  To remove graffiti, and other unwanted coverings from walls, pavings, roofs, etc.  To undertake repairs as part of the Cyclical and Planned maintenance programmes as directed by the Property Manager.  To report any issues or repairs identified as part of the Estate Management programme when on site at individual properties.  To complete works orders, time sheets, basic stock repots and general administration associated with the job in both hardcopy and electronic as appropriate and as the service and technology develops  To order/purchase and store materials, as instructed by the Property Manager  To ensure compliance with current health and safety policies and practices, taking responsibility for your own safety and the safety of others, who may be affected by your acts or omissions at work  To control as far as possible dust and other hazards by adopting good working practices.  Any other duties which may be required from time to time by a member of the senior management team.  Jobs that we estimate will take longer than 2 hours will be referred to our contractors.

The post-holder will be provided with a van for carrying out the job and a separate policy for van keepers will detail responsibilities and allowable uses. The post-holder will be provided with appropriate tools, protective clothing and safety equipment and mobile

- 3 - phone. It is likely that duties listed may need to be varied to suit the changing requirements of our customers and the Association’s business objectives.

Main demands of the job will include the following:

 Provide advice and general information to our customers on things like energy efficiency, basic health and safety in the home and security.  Front line service and support for all customers  Front line support and direction of works from the Customer Services Assistant (repairs) and the Property Manager  The post requires physical effort on your part for lifting heavy objects and working at height. An element of moving and handling of tools, equipment and materials will be required.  Assisting with emergency repairs service as required during the working day (including occasional out-of-hours emergency repairs work for business continuity purposes). A shift pattern will operate during the working week to accommodate the service and the demands of our customers.  Lone working will be required in conjunction with lone working devices provided.  Ensure the Association’s Health and Safety policy and practices are adhered to including attendance at relevant training courses.  Ensure that you adhere to the requirements of the Data Protection Act in relation to BHA and individual tenants / customers. Including all appropriate registration forms or other requirements.  Assist in the provision of accurate data uploading for reporting on repairs and maintenance via our computer system.  Utilising appropriate computer equipment including mobile technologies.

4. General

 You will be committed to delivering excellent quality services and achieving high levels of customer satisfaction through continuous service improvement.

 You will assist in compliance with the regulatory and legal framework, guidance and best practice adopted across the housing sector.  You’ll have a good working knowledge of what all departments do, and develop all services to be better able to answer customer enquiries and queries. In particular this will include seeking advice from all our front-line staff teams where appropriate.

 Assessing appropriate record keeping, including referrals, satisfaction surveys and customer feedback methods.

Inputting information into our housing software as required.

 Assisting senior staff with the gathering and analysing information for reporting to the governing Board of Barrhead Housing Association and governing Board of Levern Property Services

- 4 -  Providing support and assistance for the delivery of our detailed business objectives for Levern Property Services as required.

 Remain open and alert to possible changes that might improve our services including improvements to our housing software and wider information technological advances, bringing these to the attention of your manager

5. Development

Your ongoing professional development is critical to the continuing success of the Association and will be identified via two main streams;

1. Continuous self-assessment and learning needs identification/ implementation. 2. Director driven learning and development through our Learning & Development Strategy.

6. The ‘Catch-all’

This Job Outline is not designed to be an ultimate descriptor of everything you have to do to ensure the business, its people and its services are a success - at the end of the day it represents guidance and offers key areas to think about.

You have a key role in delivering a quality customer service. As a result, you will be relied upon to use your expertise, skills, knowledge, experience, judgement, etc to be continually striving for excellence in our service provision in collaboration with all stakeholders for the improvement of our Community.

Signed: (staff member)

Person Specification

Essential Desirable A relevant qualification in joinery and/or Flexible attitude and approach plumbing Evidence of appropriate health and safety training and accreditation Working knowledge of building construction Work with charitable organisations or voluntary organisations Commitment to our core values – integrity, dependable, efficient, responsible, dedicated Good working knowledge of IT

- 5 - Good communication skills Strong customer focus Ability to work under own initiative Problem solving skills Full driving licence