September Dear Applicant. Complaints Manager (maternity cover)

Transcription

1 September 2014 Dear Applicant Complaints Manager (maternity cover) Thank you for your interest in the above role. Enclosed is the information you will need to assist you in completing your application. To apply for this role you must submit your current CV along with a supporting statement no longer than 2 sides of A4. It would also be helpful if you would complete the equal opportunities monitoring form. It is not mandatory to complete this, and the information is requested purely for equal opportunities monitoring purposes, in line with our commitment to equality and diversity. Applications should be ed to jobs@kctmo.org.uk or posted to the HR Team, Kensington & Chelsea TMO, The Hub, 292a Kensal Road London W10 5BE. We would suggest that you your applications to us wherever possible, to avoid delays. If you have any queries, please contact the HR team on or via jobs@kctmo.org.uk We look forward to hearing from you. Closing date: 10 th October 2014 Interviews & Testing: W/C 13 th October 2014 Yours sincerely Rachel Martinez Senior HR Administrator

2 Contents Page About Kensington & Chelsea TMO 3 Job description and person specification 4-10 Structure charts 11 Terms and conditions 12 Press advertisement 13 Further information about the KCTMO can be found at

3 About Kensington & Chelsea TMO The TMO was formed in 1996 when the Royal Borough's tenants and leaseholders voted to take over the management and improvement of their own homes. We were the first borough-wide tenant management organisation in the UK and the only tenant led ALMO - a not for profit company providing landlord services to almost 10,000 homes in Kensington and Chelsea. We employ about 200 staff in offices situated around the Borough and were awarded three stars excellent prospects by the Audit Commission in Over the last few years the TMO has undergone change in relation to its Constitution and Board, and more recently, in relation to the Executive Team. A new Chief Executive, Robert Black, joined the TMO in May Robert is committed to developing and continuously improving the TMO, in partnership with the TMO Board, residents, staff, the Royal Borough of Kensington and Chelsea (RBKC) and a range of external stakeholders to ensure that the TMO makes a real difference by providing excellent services and value for money. This is an exciting time to join the TMO and to help shape the organisation in its aim to become the best social housing landlord in London. Further information on the TMO can be found at

4 Job Description Job Title Complaints Manager Directorate / Department Reports to People & Performance / Policy & Improvement Director of People and Performance Job Purpose Responsible for ensuring that the TMO has a robust and customer focussed complaints procedure in place and for managing the complaints process effectively to ensure that all enquiries (which may lead to complaints) and complaints are appropriately recorded, co-ordinated, quality checked and monitored in line with our service standards. Provide advice and support to managers and staff on an on-going basis, and through training where appropriate, on the effective handling of complaints about our services to ensure that performance and quality standards are met, and assist in increasing customer satisfaction through the handling of, and learning from complaints, using this information to support managers in the improvement of service delivery. Salary 29,200 39,500 pa Hours 36 hours per week (Monday- Friday) Location The Network Hub 292 Kensal Road London W10 5BE Responsibilities 1. Motivate, lead and develop the Complaint Team to ensure that they provide a responsive and high performing service to managers to support the prompt and appropriate resolution of complaints and enquires are done in a timely and professional way. 2. Support the Complaints Team in taking appropriate action to ensure the complaints policy and procedure is adhered to and that is doing so, the best use is made of our electronic data record management system. 3. Manage the recording, acknowledgement and co-ordination of complaints and enquiries received by the TMO, providing instruction and support on the effective handling of complaints, including remedial action and compensation as necessary. 4. Support the resolution of complaint by contributing to the investigation

5 as appropriate, including interviewing complainants, members of staff and contractors as necessary. 5. Take full responsibility for ensuring the effective management of all stages of the complaints process and Ombudsman cases, and mediation where cases escalate to that stage. 6. To assist staff at all levels as required to understand the basis for the complaint, findings relevant to the complaint, and to make appropriate recommendations for satisfactory resolution of complaints, including organising complaint case conferences and follow-up on agreed actions. 7. To take the lead on ensuring that multi faced complaints are responded to appropriately and all aspects of the complaint are responded to. 8. To ensure Councillors and MP s are aware of the complaints procedure and to clearly communicate the complaints procedure and policy to all relevant stakeholders. 9. To provide advice and access to the complaints procedure for all tenants and leaseholders and to ensure that ongoing improvement to the complaints process reflects stakeholder feedback as well as good practice. 10. To quality assure all complaints before they are sent to complainants, providing feedback to managers where necessary to ensure that responses meet our corporate communication standards. 11. To provide regular complaints and enquiries performance monitoring data for reporting to SMT, ET Operations Committee and the Board. 12. To provide an annual report for Operations Committee and Board and to provide other reports as requested on complaint trends and improvement initiatives. 13. To ensure that the weekly outstanding list is circulated to all relevant stakeholders and that where turnaround targets are at risk, that these cases are proactively managed. 14. To seek satisfaction feedback from complainants, and to identify developments in the management of complaints through benchmarking groups, using this information to support he continued improvement of the complaints procedure and the complaints handling service. 15. Ensure the complaints team has sufficient staff cover at all times and provide cover in the absence of the CEO s Executive Assistant, where necessary. 16. To carry out any other duties instructed by the Director of People and

6 Organisational Development that may be seen as necessary to the post and commensurate with the post grade.

7 Person Specification Job Title: Complaints Manager Directorate / Department: People & Performance / Policy & Improvement Criteria Essential Desirable How identified* Experience and Knowledge Previous significant experience of complaint handling. Experience of supervising staff. Previous experience of working within an office environment, preferably within the social housing sector or a local authority. Knowledge of good practice in complains handling, and the regulatory framework related to social housing complaints. Skills and Personal Qualities Excellent verbal and written communication skills. Ability to write clear and concise policies, letters and presentations and to respond to challenging correspondence. Ability to influence and negotiate effectively to meet desired outcomes. Ability to complete tasks and advise on resolving complex issues. Ability to prioritise workload and meet set deadlines. Ability to encourage and motivate staff to achieve the desired outcomes.

8 Ability to be flexible and adapt to change. Ability to deal with diverse matters, work well under pressure and cope in challenging environments. Ability to use IT to record and report on complaints The KCTMO Way Organisational Behaviours Self belief - the confidence that you will succeed; will overcome obstacles to achieve the best outcomes for service improvement. Self Awareness - knowing your own strengths and limitations and understanding your emotions and the impact of your behaviour on others in diverse situations and being able to manage your own emotions and be resilient in a range of situations. Drive for improvement - motivated to improve performance and to make a difference to customers. Personal Integrity - a strongly held sense of commitment to openness, accountability, inclusiveness and high standards and values. Future planning - being prepared to take action now to shape and implement a vision for the future development of the service. Creativity and flexibility - creatively leading and developing services, cutting through complexity. Political astuteness - commitment and ability to understand diverse interests and the dynamics between them.

9 Drive for results - a strong commitment to making service improvements and a determination to achieve positive service outcomes for users. Leading change through people - communicating the vision and engaging others to work together to achieve a real change. Holding to account - strength of resolve to hold others to account for agreed targets and to be held account for delivering a high level of service. Empowers and works collaboratively - facilitating others contributions, share leadership and developing others capability, being committed to working with others to achieve results. Influencing - being able to adopt a number of ways to gain support and influence. Listens to others seeks to listen first and question to gain clarity before acting. Plans and organises work plans effectively so exceeds targets and is selforganised. Shows integrity integrity is acting with honesty, openness and clarity, doing the right thing for the right reason, shows political awareness. Learns from mistakes seeks to learn from actions, using feedback to improve and shares learning with others. Drives for results and commitments shows a strong commitment to making service improvements and a

10 determination to achieve positive service outcomes for customers. Problem solves drives for outcomes rather than focussing on problems, proactive to resolve issues and avoids escalation. Shows team working focus shows commitment to working with others and across teams to achieve results together, respecting and valuing each other. Shows customer focus driven to provide excellence in service and seeks to meet the needs of customers, seeks to engage residents and involve them. * - Key A = Supporting Statement I = Interview T = Test

11 Organisation Structure Chief Executive Company Secretary Executive Director of People and Performance Executive Office Manager Executive Director of Operations Executive Director of Financial Services and ICT Performance Manager Director of Assets and Regeneration Head of Supported Housing Director of Housing Health, Safety and Facilities Manager Project Manager Head of Capital Investment Team Leader Supported Housing Head of Neighbourhood Management North Assistant Director of Financial Services Assistant Director of HR Head of Communications Head of Investment Strategy Head of Contract Management Head of Neighbourhood Management South Head of Customer Servicess Head of ICT Assistant Director of Home Ownership Resident Engagement Manager Environmental Services Manager Principal Project Accountant Policy and Improvement Manager

12 Terms and Conditions Salary You will be paid monthly - on the 15th of the month - and your pay is to be credited to your bank or building society. Hours A 36 hour week is worked, Monday Friday, but you will be expected to work the hours necessary to discharge the duties of the position. Annual leave Your annual leave is dependent upon your conditions of service and length of continuous service. The annual leave for this position is 28 days per annum and 30 days after 5 years service. Probation All employees have a standard probationary period of six months. Season Ticket Loan Interest-free season ticket loans are offered from six months service, which are paid back in monthly instalments through the payroll. Pension Scheme The TMO is an admitted member of the Local Government Pension Care Scheme. The scheme provides for an employee contribution of either 5.5% on annual salaries up to 13,500, 5.8% on annual salaries from 13,501-21,000, 6.5% on annual salaries from 21,001-34,000 or 6.8% on annual salaries from 34,001-43,000. An additional contribution is payable by the employer. Other benefits Access to a health scheme, modern working environment and a range of learning and development activities.

13 Advertisement Kensington and Chelsea TMO is the first borough-wide housing organisation to give residents a say in the management of their homes. With nearly 10,000 properties, and a clear commitment to improving our services, we are looking for talented people who share our vision for the future. Complaints Manager (maternity cover) 9 months (minimum) fixed term contract Salary 29,200-39,500 per annum plus PRP Location: The Network Hub Kensington and Chelsea TMO is the first borough-wide housing organisation to give residents a say in the management of their homes. With nearly 10,000 properties, and a clear commitment to improving our services, we are looking for talented people who share our vision for the future. This is an ideal opportunity for a self-starting person who will take the lead in implementing our complaints procedure and processes. You will manage a team of two complaints officers and report to the Policy & Improvement Manager within the People & Performance directorate. As the successful applicant, you will work in partnership with managers across the organisation to ensure that complaints are answered fairly, fully and within target. In addition, you will deliver regular reports to management teams, committees and the Board including an annual report. You will also be responsible for training and advising new staff on the complaints procedure and other staff as necessary. The TMO believes that we can use complaints to improve our service and drive-up customer satisfaction and you will be instrumental in driving this initiative forward. In return we offer excellent training opportunities, membership of the local government pension scheme and season ticket loan (after a qualifying period). For information pack please log on to our website and click on jobs. Closing date: 10 th October 2014 Interviews & Testing: W/C 13 th October 2014 The TMO is an equal opportunities employer No Agencies Please 13