Performance Manager

Performance Manager - Environment Services 
Salary: £44,000 - £50,000
Location: Ealing
Type: 1 year fixed term contract, full time (35 hours per week)

About us

We’re a UK housing association committed to a new vision – providing homes people love to live in.

With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable, and private rent, specialist housing services, as well as homes for sale and shared ownership.

Our 70,000 customers have diverse backgrounds and levels of income and we’re here to provide all of them with homes that are safe, high quality and sustainable. And with social housing roots going back eight decades, we continue to ensure that every penny of profit we make is reinvested into our charitable social purpose – delivering more homes and better services for customers.

We’re also members of the G15, a group of leading housing associations that work together to house one in ten Londoners and tackle the housing crisis. 

The role

As Performance Manager you will be key in developing and managing the production and analysis of performance data for Estate Services.  The data will help shape contractor monitoring and performance to ensure we deliver high quality services.  You will act as the senior contact for all matters relating to Estate Services to ensure that the services delivered comply with targets, standards, and internal and statutory procedures.

In this role you will work closely with the Estates Services Contract Manager, contractors liaising with operational and commercial teams as appropriate.   

We are looking for an individual who is passionate about delivering services which are customer focused, who is keen to join a growing and vibrant team.  If you are an ambitious individual who feels that you can add real value to our team, please submit your application.

Some Key responsibilities:

• To provide expert and technical support to the Head of Environment Services, Environment Services Relationship Manager, and Landscape Manager in managing and monitoring the performance of the Environment Services contractors across the Group.
• To manage the central performance team who provide group wide reports, information, and services in respect of all estate services matters.
• To deputise in the absence of the Head of Service in all aspects of back office management.
• To recruit, develop and manage the central performance team setting appropriate targets to ensure that the team delivers a high-quality service both internally and
  externally.
• To manage a team that is the central hub of performance delivery for Environment Services, holding operational managers as well as the Landscape and
  Group Environment Manager to account by creating and analysing reports, developing statistics around contractor and team performance, working together
  to identify solutions to poor performance and monitor progress against action plans.
• Create and provide general statistics and information centre data for all departments and business streams at both senior and operation levels. The role’s
  counterparts would be expected to be Middle managers across the Group.
• To manage the department’s quality assurance programme including the estate inspection programme, for the Group as well as for contractors and residents.
• Develop and manage the production of an annual calendar of estate inspections across the Group and develop and maintain estate profiles.
• Work with the Head of Environment Services to develop and maintain a customer satisfaction survey programme.
• To manage and oversee the administration of £7M worth of routine and non-routine invoicing and contractor payments for the team.
• To lead on developing the P2P solution, or any future IT/Change programme solution along with IT and Finance.
• To assist the management of projects for the team such as non-cyclical major works, NIF and priority neighbourhoods. Taking a lead in specific projects where
  necessary, attending all appropriate meetings
• To manage the department’s complaints logging, tracking and resolution system, holding the Head of Environment Services, Environment Manager, and Landscape Manager to account for their respective SLAs.
• To analyse costs in order to concentrate resources in problem areas making costs transparent to residents.
• To manage the GIS estate maps for the Group, creating new ones for new schemes and new contracts and update existing schemes when required.
  Ensuring staff in the team and outside of it are trained and supported in GIS.
• To take ownership for and maintain an Environment Services Performance manual for staff, residents, and contractors.
• To work with the Group Environment Manager and IT to enhance the performance monitoring system for Environment Services, and take a lead role in future systems development.
• To take a lead role on the annual Service Charge setting process, and work with the Environment Team and Head of Environment Services to set the annual budget and manage all queries and complaints related to Service Charges. To attend Service charge meetings and represent the team where necessary.
• To assist the Head of Environment Services in any major procurement activity, managing all the administrative control for each project.
• To be the key point of contact for the management and accountability of the Groups Environment Services contracts for the Keyworker and Commercial functions, that is currently estimated to be worth around £1.5m PA.
• To assist the Environment Manager and Landscape in contract management duties where needed and appropriate.

More about you:

• Educated to GCSE level or equivalent in Maths and English (Grades A*- C)
• Strong ability to create, analyse, and interpret performance reports, statistics, and action plans.
• Good MS Office skills, and advanced Excel skills
• Experience in managing budgets, invoicing, service charges, and payments.
• Proven experience in managing others.
• Strong communication skills, with the ability to work with multiple departments and senior management, as well as operational teams and external contractors.
• Strong analytical skills, with the ability to identify issues in performance, manage resources efficiently, and implement effective solutions.
• A facilities management qualification, project management, Dynamics training and GIS mapping are desirable.
• An understanding of estate services management is desirable.

Choosing us is easy

As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.

We offer a wide range of staff benefits. For this role, these include:

• 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
• Up to 8% contributory pension
• Flexible working
• Investment in your learning and development.

In addition, all permanent and fixed-term employees receive a generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family.

We also operate a Cycle to Work Scheme whereby employees have access to cycling equipment throughout the year and can pay via monthly salary deductions.

Whatever the role, we want you to bring your knowledge and experience to play your part in improving people’s lives.

If you require a reasonable adjustment during the recruitment process, please contact our Talent Team to request: resourcing@a2dominion.co.uk

A2Dominion Group is a Disability Confident Employer which means that we are committed to employing disabled people and will:

• actively look to attract and recruit disabled people
• provide a fully inclusive and accessible recruitment process
• offer an interview to disabled applicants who meet the minimum criteria for the job
• be flexible with assessing people so disabled applicants have the best opportunity to demonstrate that they can do the job
• make reasonable adjustments as required

At A2Dominion Group, we recognise the positive value of diversity, promote equality and inclusivity in our hiring processes. We always aim to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions, and beliefs.

Meeting the role requirements

We recognise that some people will only apply for a role if they meet 100% of role requirements.  If this sounds like you, we’d still encourage you to apply and also to arrange a call with one of our recruitment team to discuss your application further at resourcing@a2dominion.co.uk

A2Dominion is proud to be a family friendly employer

Everyone is welcome at A2Dominion Group. We know that equality, diversity, and inclusivity make us better. We embrace the unique contributions of our people and seek to create a workplace where everyone feels like they belong. Find out why our people love working with us.

Join us at A2Dominion, where your expertise will be integral to our recovery journey, creating lasting positive changes in the lives of our customers. If you possess the right motivation and drive to contribute to our recovery and change initiatives, we invite you to apply and be a crucial part of our team.