Neighbourhood Services Operative

Location: Ongo House

Contract Type: Permanent

Closing Date: 02 December 2021

Salary: 20435

Specific Hours: 37hrs per week

Neighbourhood Services Operative

Overall Purpose of Job 

To provide a high quality and customer focused estate based service to tenants, ensuring that internal and external communal areas are maintained to a high standard.

To undertake minor repairs , general maintenance and environmental projects.

Main Responsibilities

  • To ensure all communal areas and estates are kept free of hazards and minimise the risk to any person by undertaking regular checks of estates and communal areas, including fire alarm checks and snow/ice clearance. To be responsible for the categorising the risks and hazards found, deciding the timescale for remedial action and ensuring the completion of the work.
  • To carry out Handy van jobs for our tenants and general public in accordance with company policies and procedures and H&S legislation. These tasks can include, but are not limited to; gutter cleaning, general maintenance, painting & decorating, gardening tasks, environmental project delivery, minor aids & adaptations works & moving/delivering an assortment of materials.
  • To programme and provide things such has replacement fobs to our tenants, meter readings and master fobs to ongo staff within the agreed timescales.
  • To continually assess the neighbourhoods for remedial works including remedial works to trees, paths, fencing and communal areas.
  • To have regular contact and communicate effectively with tenants and maintain a visible neighbourhood based service that meets the needs of our tenants and achieves it’s targets and objectives.
  • To supervise, as required, offenders working within the community payback scheme and assist with the administration of community payback. To also supervise apprentices, volunteers and those on work experience as required.
  • To highlight and carry out estate based services to improve the appearance of the neighbourhoods and local environments.
  • To undertake initial investigations into estate-based tenancy breaches as required and provide comprehensive reports to other colleagues.
  • To provide assistance at any community development events hosted by Ongo as required.
  • To work with other Ongo teams and external agencies to find solutions to estate based problems.
  • To assist with the management of other estate-based services such as grounds maintenance and undertake minor repairs if appropriate.
  • To collect payments on completion of Handy van tasks.
  • Ensure the cleanliness, security & safety of internal communal areas to an agreed standard and timescales.
  • Under the direction of the Neighbourhood Services Team Leader ensure that specification requirements are met, this includes;
    • Cleaning, disinfecting halls, landings and other publicly used internal areas.
    • Sweeping and litter-picking, bin disinfecting and emptying
    • Mopping / vacuuming of floors, stairs, landings and walkways, work-surfaces.
    • Removal of ingrained dirt from all surfaces.
    • Periodic deep cleaning of communal areas to an agreed frequency.
  • Provide cleaning services to ongo facilities, buildings & properties in line with contract specification requirements.
  • To carry daily vehicle and equipment checks and ensure that they meet all legislative requirements.
  • Be responsible for tools & equipment.
  • Neighbourhood Operatives may be required to work outside normal office hours, at weekends and on Bank Holidays to provide support to tenants, and to ensure that designated footpaths are kept clear of snow and ice. They may also be required to support community events outside normal office hours. In these situations the operative will be paid or given time in lieu and we will endeavour to give as much notice as possible in instances where these situations arise.
  • To undertake any other duties and responsibilities commensurate to the grading of the post as considered appropriate by management.

Creativity & Innovation

  • The post holder would be expected to be creative and innovative to resolve estate based problems.
  • Using own initiative to create, pilot and put in to place more effective and efficient ways of working whilst taking into account customer satisfaction, VFM and the impact on the organisation.
  • The post holder would think of solutions without the need for assistance from others for problems in their day to day activities.
  • To provide a front line service and point of contact with tenants and members of the public, and where possible, deal directly with or signpost any identified problems.
  • Ensure jobs are carried out in a safe, clean and secure manner.
  • When carrying out general practical tasks as required. 

Contacts & Relationships

  • The post holder would act as an initial point of contact with tenants/residents, other members of the public, other organisations and contractors and, where possible, deal directly with any enquiries depending on the complexity of the issue.
  • Contact with key residents to ensure we promote the neighbourhood services team, whilst also proactively improving customer relations and identifying estate improvements.
  • The post holder would handle difficult and potentially aggressive customers when communicating decisions and undertaking their daily tasks.
  • Call centre and Housing Management staff.
  • Representatives from local statutory and voluntary organisations.
  • You will be expected to work with volunteers and trainees on a day to day basis.

Decision Making – Discretion

  • Ability to make timely and effective decisions.
  • Prioritising work load to meet deadlines.
  • Deal effectively with day to day issues making decisions on how to resolve operational issues and when to involve others.
  • Have a proactive problem solving approach to work.
  • Have an understanding of the need to allocate resources effectively.
  • In liaison with the service managers to identify, prioritise and carry out programmes of work to improve the neighbourhoods.
  • Discretion with regard to how day to day tasks are undertaken and empowerment to try different approaches as required. 

Decision Making - Consequences

  • Impact on customer satisfaction and the reputation of Ongo in maintaining it’s neighbourhoods
  • Decisions made could impact the budgetary spend and the ability to deliver a VfM service for Ongo.
  • With regard to H&S and risks to individuals and others whilst carrying out their daily tasks.
  • The ability to meet the KPI’s set out and delivery of an excellent service.
  • Environmental impact – risk that the environment is harmed if tasks such as weed killing are not completed in the correct manner
  • Related to not reporting issues that may have a negative impact on the reputation of the service area and the organisation.

Responsibility for Resources

  • Any vehicle used by the post holder to carry out their duties.
  • Personal equipment such as mobile phone, safety equipment and power tools.
  • Cleaning equipment, tools and supplies.
  • Handling of cash payments.
  • Key holders for premises used by others such as Probation and Tenant and Resident Associations.

Work Demands

  • Ability to work flexible and on occasions outside of normal working hours.
  • Prioritisation of tasks that achieves the completion of tasks against set deadlines.
  • The ability to mange and adjust to conflicting deadlines.
  • The ability to mange conflicting priorities such has those related to high demand, such has adverse weather situations.
  • The post holder must be able to work unsupervised.
  • Must have a full clean driving licence.
  • Must be willing to undertake manual handling and other Health and Safety training. 

Physical Demands

The physical demands on the post holder will include:-

  • Daily routines involving walking, lifting and carrying including heavy items.
  • Some working at height will be required.
  • Physical effort will be present for the majority of the working day.
  • Use of specialist equipment which at times will involved substantial physical effort.
  • Those associated with general handy person role both inside and outside of properties.
  • Use of power tools and other equipment as required

Working Conditions

  • The post holder will work within Ongo tenants and private residents properties, both externally and internally and on occasions in a normal office environment.
  • The majority of the post holder’s time will be spent within a residential neighbourhood.
  • The post holder will spend a substantial amount of time outdoors working in external and internal communal areas in all weather conditions.
  • At times the post holder will work within unpleasant and unhygienic surroundings.

Work Context

  • The post holder will be required to use a mobile phone, satellite navigation system, computer and other technology to allow efficient work and communication.
  • Exposure to hazards related to items such has needles, sharp items and drug paraphernalia.
  • Hazards posed by household waste, dog fouling and human excrement.
  • Work will be undertaken in both cold and hot conditions.
  • Heavy lifting will be aprt of the role and could cause some muscular-skeletal issues
  • May be subject to some verbal abuse and aggression.  

Knowledge, Skill & Experience Required

  • Exposure to these risks is minimised through a comprehensive risk management approach.
  • Health and Safety & COSHH awareness.
  • Ability to carry out a range of skilled repairs and general maintenance work.
  • Experience of caretaking, cleaning, repairs or others relevant to the area of work
  • Partnership working with a variety of different people and organisations.
  • Ability to use ICT systems including, Microsoft outlook, databases and the use of IPads etc.
  • Ability to organise own workload and possess effective time management skills
  • Physically fit
  • Full clean driving licence.
  • Good communication skills
  • Working as part of a team, as well as on an individual basis.
  • Previous experience of either a trade or handy van role.
  • Experience of using of using various hand tools.
  • Have the ability to work with individuals from varying backgrounds and be able to communicate difficult decisions in a caring consistent manner.
  • Be able to develop and deliver training to meet needs of individuals.
  • Able to supervise others as required
  • Ability to work flexibly, including evening/weekend working

Health & Safety

To be aware of risks to personal safety, other employees, customers, company property and company reputation and to highlight such risks to managers immediately.

Environment and Sustainability

  • To ensure the environment and sustainability policies are understood by the post holder
  • To promote the importance of considering the environment and sustainability in the role
  • To treat the environment with respect and commit to ensuring all services/activities that are provided in this role have taken the impact on the environment into consideration/action plans

Risk Management

To be able to identify risks that may affect the achievement of personal and service objectives. To support the organisation's risk management process through good communication and carrying out actions to reduce identified risks.

Covid-19 Vaccine

  • Vaccine contractually required
  • Vaccine required to work in CQC care home setting

Lone Working - yes

  • Yes

Equality & Diversity

  • To promote equality and diversity amongst our stakeholders, residents, customers, clients, staff, board and committee members and all those we work with.
  • To ensure all customers’ needs are understood and all services that are provided meet individual needs, including in relation to the protected characteristics and customers with additional support needs.
  • To treat everyone with dignity and respect at all times.

Position in Organisation

How many staff is the employee responsible for? 0

Is the responsibility shared with another post? - No


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