Estate Services Officer - West

Stonewater; Dudley; On-site; GBP 33,000 - 40,000; Full time

Benefits offered by this job

Car allowance

Job summary

Stonewater in the West region is recruiting two Estate Services Officers to deliver high-quality estate services across its homes and communities. You will be visible in our communities, listen to customers and coordinate with contractors to make practical improvements to surroundings.

You will inspect estates, manage grounds maintenance, cleaning and pest control, and monitor contractor performance against contracts and KPIs.

Qualifications

• Strong customer service experience with residents.
• Experience managing external contractors and contracts.
• Excellent communication and interpersonal skills.
• Ability to use data/management information to drive improvements.
• Knowledge of Health and Safety requirements in estate services.
• Good IT and budget management skills.
• Experience engaging with customers and resident groups.

Responsibilities

• Carry out regular estate and site inspections across your portfolio and take appropriate action.
• Oversee delivery of grounds maintenance, cleaning and pest management.
• Manage day-to-day performance of external contractors against contracts and KPIs.
• Build positive relationships with contractors, customers and colleagues to resolve issues.
• Respond to customer enquiries and complaints promptly and with empathy.
• Maintain accurate estate management information and use data to identify improvements.
• Support procurement activity and service improvement projects.
• Ensure estate services are delivered safely and comply with Health and Safety legislation.
• Work with colleagues across Homes Directorate and represent Stonewater at forums.

Skills

Customer service

Contract management

Communication skills

Interpersonal skills

Data and MI usage

Health and Safety knowledge

Budget management

Engaging with residents

Job description

Estate Services Officer x2 (West)

Salary: £36,300 plus £3,715 car allowance

Are you passionate about creating great places to live? Do you have an eye for detail, a customer-first approach and the confidence to work with contractors and partners to get things done?

We're looking for two Estate Services Officers to help us deliver high-quality estate services across Stonewater's homes and communities. As part of our customer strategy, we're creating a new team that will strengthen our locality-based approach, helping us to be more visible, accessible and connected to our customers and the communities we serve.

You'll have the opportunity to be visible in our communities, listen to our customers and work alongside contractors and colleagues to make practical improvements to their surroundings. From spotting an issue during an estate inspection to improving contractor performance or resolving a customer concern, you'll be able to see the impact of your work first-hand.

What you'll be doing

As one of the visible faces of Stonewater in our communities, you'll play an important part in ensuring our estates remain clean, well maintained and safe.

• Carrying out regular estate and site inspections across your portfolio, identifying issues and making sure appropriate action is taken.
• Overseeing the delivery of estate services including grounds maintenance, communal and estate cleaning and pest management.
• Managing the day-to-day performance of external contractors, monitoring delivery against agreed contracts and KPIs and driving improvements where standards aren't being met.
• Building positive relationships with contractors, customers, residents and colleagues to resolve issues and improve our estates.
• Responding to customer enquiries and complaints promptly, professionally and with empathy, finding practical solutions wherever possible.
• Maintaining accurate estate management information and using data to identify opportunities to improve services.
• Supporting procurement activity and service improvement projects that enhance our customers' experience.
• Ensuring estate services are delivered safely and in line with relevant Health and Safety legislation.
• Working collaboratively with colleagues across our Homes Directorate and representing Stonewater at internal and external forums.

What we're looking for

We're looking for someone who enjoys taking ownership, building relationships and seeing the tangible impact of their work.

You'll ideally have experience working within estate services, housing or a similar customer-focused environment, and you'll be comfortable balancing time out on our estates with contract management and administrative responsibilities. Experience within the social housing sector would be particularly beneficial.

• Strong customer service skills and a genuine desire to deliver a great experience for our residents.
• Experience of working with contractors and managing services against agreed standards.
• Excellent communication and interpersonal skills, with the confidence to build effective relationships with a wide range of people.
• Good problem-solving skills and the ability to approach challenging situations and complaints with professionalism and empathy.
• The ability to use data and management information to identify issues and support service improvements.
• An understanding of relevant Health and Safety requirements within estate-based services.
• Good IT and budget management skills.
• Experience of engaging with customers and resident groups.

Appointment to this role will be subject to a satisfactory Disclosure and Barring Service Check (if applicable), satisfactory references and possession of a valid Right to Work document.

This role may require specific qualifications, skills, knowledge, and behaviours to meet the Competence and Conduct Standard for Social Housing. If not already qualified, there may be an expectation to study towards a professional qualification.