Quality Monitoring Officer

Job Description

An exciting opportunity has arisen within a West London local authoritys estate services team.Job Purpose: -Reporting to Quality Monitoring Manager carry out quality monitoring and report on the performance of estate services contracts such as caretaking, grounds maintenance and refuse contractors, also liaising and co-ordinating with contractors; other council departments and outside bodies to that ensure contracted services deliver a clean, well maintained and safe communal environment that meets contract specifications; statutory requirements and corporate objectives to reduce costs.-Provide a contact point for residents, and assist in the development of a resident involvement and inspection regime that increases contractor accountability and customer satisfaction.-As directed by Quality Monitoring Manager, carry out administrative functions within the section including the maintenance of client systems and records in line with statutory and corporate requirements.Description of duties:-Carry out scheduled and unscheduled inspections as part of the independent monitoring regime and with caretaking; grounds maintenance and refuse contractors or other estate service contracts and residents to ensure quality standards are maintained in accordance with contract specifications.-In addition, ensure any areas of concern identified during estate walkabouts or inspections are raised with the relevant service area (eg trees, health and safety related repairs etc).-Meet regularly with contractor representative to progress the effectiveness of the monitoring regime and to discuss and resolve issues concerning standards and performance recording outcomes.-Record and report on the performance of contractors, using the council’s and interfacing contractor monitoring systems, including logging of service failures and issuing rectification notifications. Analyse performance data identifying service gaps and provide accurate contractor performance information as required.-Administer orders for unscheduled works relating to caretaking, refuse and grounds maintenance. This will include investigation and raising and recording orders / costs for unscheduled works including unscheduled arboricultural work via the environment department or third party contractors.-Assist in the development of the resident involvement and inspection strategy providing a contact point for residents and contractors to ensure the involvement and feedback of all stakeholders is achieved.-Assist in carrying out resident consultation exercises administrative support and in the development of other means of resident involvement that may emerge. Assist in the preparation of resident events such as organisation of “tenant and leaseholder” conference or similar events within the Borough.-To achieve effective resident involvement train; lead and administer a resident inspection team.-Attend meetings and events with residents and contractors including evening meetings and weekend events when required. This will include meetings with Tenants and Residents Associations, Council Officers and Council meetings.-Produce written correspondence for residents, and assist in the production of correspondence and reports for managers, councillors resident forums etc. Investigate service complaints and write responses in line with corporate format and timescales.-Attend and actively participate in one to ones, appraisals, team meetings and training when required.-Provide effective support (including administrative) to the Quality Monitoring Manager, also deputising when required.-The above duties and responsibilities give a broad outline of the functions of the post. However by necessity these duties must be approached in a flexible manner to accommodate the changing needs and demands of the service provided by the council. The post holder will be expected to adapt to changing circumstances therefore the outline of the duties may change from time to time. Required Knowledge & ExperienceExperience of working within an Estate Services Quality Monitoring Regime.Skills and AbilitiesIdentify poor contractor performance and H&S and organisational risksAbility to use and assist in the development of Monitoring systems including ITAbility to use Micro soft Office systems, Outlook; Word; Excel and PowerPoint