COIN STREET GROUP

CONTRACTS PERFORMANCE MANAGER

Reports to:Head of Property & Facilities

Direct reports:Contract Performance Officer

Maintenance Officers

Salary range:£38k-£40k

The Contracts Performance Manager is responsible for developing, monitoring and driving improved performance from our contractors and suppliers. Our property and facilities team lead the operational management and maintenance of Coin Street’s 13-acre estate which includes 220 homes, shops, design studios, galleries and restaurants, a neighbourhood centre with a busy conference centre and public realm. We aim to maintain and manage our estate to a high standard in keeping with our values and core purpose of creating an inspirational neighbourhood. We expect our estate to be a friendly, clean, colourful, safe, dynamic and diverse area.

The contract performance manager will ensure value for money from all hard and soft services and oversee the performance monitoring and reporting of our external contractors and in-house maintenance team ensuring that services are delivered in accordance with KPIs. The role will work closely with teams across the organisation delivering a proactive and reactive facilities service.

KEY RESPONSIBILITIES

  1. To lead in the operational delivery and monitoring of contracts and supplier performance including managing performance to SLAs and against KPIs and ensuring that all other contractual obligations are fulfilled.
  2. To lead, manage, develop and motivate the contracts performance officer and maintenance officers. Agree delivery targets and KPIs and ensure that they are achieved and, where possible, exceeded. Create opportunities for personal development for engagement in cross team projects.
  3. To ensure that relevant systems are in place to monitor progress of all contracts and assets. Monitor operations to ensure performance by contractors is of the highest standard.
  4. To ensure that all necessary action is taken to comply with Health & Safety legislation as well as with any organisational Health & Safety policy and procedures. Assess and approve RAMS, Permits to Access and Permits to Work, where appropriate.
  5. To ensure that issues raised by stakeholders including residents, commercial staff and colleagues, are effectively channelled to the appropriate sources.
  6. To ensure that excellent customer service standards are upheld by contract and in-house staff.
  7. To produce management information reports to demonstrate contracted services are managed and delivered in accordance with contract standards and specifications, ensuring statutory compliance.
  8. To deliver efficiencies and service improvements including continuous improvement activities through regular benchmarking and alternative service modelling.
  9. To produce specifications and retender / procure property and facilities contracts as required in line with Coin Street’s procurement policies.
  10. To identify and deliver on property improvement projects across the estate’s portfolio, including production of service specifications and management of procurement process in line with Coin Street’s procurement policies. Projects include fixed asset replacement and responsive maintenance works.
  11. To ensure small projects and repairs are conducted within agreed time frames and to agreed expenditure.
  12. To assist in the delivery of improved neighbourhood management systems that will make our public realm safer, cleaner and greener.
  13. To provide support to the Head of Property & Facilities including planning, budgeting and forecasting to ensure expenditure is kept within appropriate levels.
  14. To develop and maintain excellent relationships with our local business groups and explore opportunities for collaboration.
  15. To assist in the development and implement of the Group’s environmental strategy to ensure compliance with legislation and to deliver best practice across our estate.
  16. To contribute to and support the Group’s Emergency Response Procedures and Business Continuity Plans.

GENERAL reQUIREMENTS

  • To comply with the Group’s Equal Opportunities policies.
  • To comply with the Group’s Health & Safety policies.
  • To comply with the Group’s Safeguarding policies.
  • To comply with the Group’s ICT policies and procedures.
  • To promote an organisational culture that reflects the Group’s values:
  • Creative: By looking for solutions rather than problems I will find better ways of doing things
  • Collaborative:By respecting the views of others we will learn, grow, and achieve more together
  • Committed: I do what I say I am going to do, and do the best job I can.

PERSON SPECIFICATION

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Knowledge and experience

essential

Minimum HNC in Mechanical Engineering or extensive trade experience

IOSH certificate and knowledge of Health & Safety regulations relating to an estates function

Prince2 or similar project management certificate.

Demonstrable track record in supplier selection, negotiation and contract management across hard and soft FM, delivering value for money

Evidence of effectively managing and developing contract monitoring, performance management and quality assurance systems

Experience working in a fast-paced environment with demanding business objectives

Experience of line management

Evidence of developing and implementing effective systems and processes

Knowledge of BMS and CAFM systems

DESIRABLE

A relevant degree or professional qualification [CIPS, BIFM]

Knowledge of CDM and Building Control regulations.

Skills and personal qualities

A personal commitment to and enthusiasm for Coin Street’s ethos and mission.

Excellent communication and interpersonal skills.

Effective negotiation and problem-solving skills.

A determination to set high standards of performance and to challenge underperformance in a constructive fashion.

Excellent ICT skills.

Ability to foster partnerships, work collaboratively across boundaries, and achieve performance and results through others.

Ability to work under pressure and adapt to change.

Creative thinker with an entrepreneurial spirit.