Incident Management Coordinator

Job Title: Incident Management Coordinator
Contract Type: Permanent
Salary: £33,771
Working Hours: 35 hours per week
Working Pattern: Monday to Friday
Location: Arlington, London / Hybrid

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as Incident Management Coordinator

The Incident Coordinator is responsible for supporting the Riverside Property Services incident management process, ensuring incidents are promptly identified, effectively managed, and resolved in a timely manner. This role involves coordinating with various stakeholders to minimize the impact of incidents on operations and to facilitate the restoration of normal services. The Incident Coordinator plays a critical role in maintaining the Property Services resilience and promoting a culture of continuous improvement in incident response.

About you

We are looking for someone with these below skills:

• Experience of working within a Repairs, Compliance, Asset or health and safety team.
• Experience with raising orders, monitoring and tracking completion.
Effective contract management skills, including supporting the management of service and maintenance contracts.

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in your learning, personal development and technology
A wide range of benefits

Diversity and Inclusion at Riverside:

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

• Work collaboratively and support colleagues within Property Management to meet fluctuating demand.
• Support the assessment of the severity and impact of incidents, categorizing them according to predefined criteria.
• Gather and analyze information to understand the nature and scope of incidents from internal and external reports.
• Support the preparation of incident reports and post-incident analyses, identifying root causes and lessons learned.
• Plan, commission, and monitor all activity, control measures and repairs to successful completion.
• Update Compliance system (c365) with property risk classification, inspectors, frequencies and anniversary dates.
• Access and review building management information i.e. BCMS, BIM, C365, Incident tracker, fire risk assessments etc.
• Communication with inspectors to seek clarity of risks, issues, recommendations etc. and support access.
• Manage day to day contract management services, commissioning appropriate work orders (inc fire repairs), including monitoring progress to completion, ensuring contract obligations are fulfilled in line with agreed performance frameworks, identifying under performance and escalating via agreed routes.
• Administrate all transactions within our job management and compliance system, managing all supply chain enquiries and support proactive communication and reactive communication around service delivery for the site-based colleagues and maintain accurate compliance records.
• When required, review inspection outcomes and triage outcomes based on risk, assign and allocate inspection outputs /recommendations to internal stakeholders through salesforce or case management system.
• Monitor the progress of repair and compliance works, including works carried out by third-party contractors, ensuring contract obligations are fulfilled in line with agreed performance frameworks, and under performance is escalated via agreed routes.
• Support the TORT process, tenancy enforcement to remove items stored within communal areas compromising safety of buildings and customers ensuring Customer Relationship Management (CRM) cases are created.
• Management of compliance certificate activity (records of inspections and outcomes), including checking, processing, communicating to appropriate stakeholders, storage and provision of surveys to internal and external stakeholders.
• Manage enquiries effectively, providing clear, supportive, and accurate advice or signposting as appropriate, escalating complaints and complex queries via the appropriate channels to ensure effective resolution.
• Process payments for approved contracted works as required, ensuring expenditure is robustly managed in line with the Group’s financial controls.
• Manage internal and external stakeholders effectively, including colleagues, third-party suppliers, solicitors, and Environmental Health Officers, providing advice and support, and building constructive working relationships to effectively deliver the Group’s objectives.
• Co-ordinate post inspections of works to ensure adherence to specifications and work orders and compliance with statutory and regulatory requirements and Group policies and standards.
• Co-ordinate access to shared spaces for a range of stakeholders, including contractors, consultants.
• Ensure internal business processes are followed in line with the Group’s policy, procedures, and statutory requirements.
• Contribute to the continuous improvement of processes and procedures.
• Respond flexibly to any necessary changes in work priorities and undertake other duties when required to support the effective operation of the service.
• Due to the nature of the job, you will be expected to support the operational team with complaint resolution, scheduling repairs and other admin duties.
• Ensure that all data protection requirements are met in accordance with the Group’s policy, procedures, and statutory requirements.
Ensure that health and safety requirements are met in accordance with the Group’s policy, procedures, and statutory requirements.

Person specification

Essential

• Experience of working within a Repairs, Compliance, Asset or health and safety team.
• Experience with raising orders, monitoring and tracking completion.
• Effective contract management skills, including supporting the management of service and maintenance contracts.
• Demonstrate understanding of business risk and ability to prioritise workload effectively.
• Ability to successfully work with and update, persuade and influence others.
• Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business.
• Results driven with strong analytical skills, including the ability to critically analyse information, and experience of providing meaningful management information.
• Excellent team player who can work flexibly to meet business requirements.
• Proficient in the use of Microsoft Office.
• Knowledge of Repairs and Compliance Information and Communications Technology (ICT) systems including Housing Management Systems e.g., Academy/Open Housing management, C365, Promaster.

Desirable

• Knowledge of and experience using Open Housing, or a similar Housing Management System
• Experience of successfully undertaking a similar role in asset compliance, repairs or health and safety, supporting compliance teams, and carrying out a range of co-ordinator and administrative duties.