The recruitment pack for the above vacancy is made up of the following documents:

Transcription

1 Recruitment Pack Post of Factoring Manager (fixed term contract to March 2019) Thank you for your interest in employment with Maryhill Housing. The recruitment pack for the above vacancy is made up of the following documents: Organisational Values Summary of terms and conditions Staff Structure Guidance notes for applicants Job Description and Person Specification Our Operating Principles Maryhill Stars Framework Application Form Equal Opportunities Monitoring Form Please complete the Application Form and return this to Marie Murphy at Maryhill Housing, 45 Garrioch Road, Glasgow, G20 8RG or by to no later than 12 noon on Monday 20 August Late applications will not be considered. You must complete all sections of the application form and should also note that CV s and/or any other material will not be considered. As part of our commitment to meeting the aims of our Equality and Diversity policy, we would also be grateful if you could complete and return the separate Equal Opportunities monitoring form.

2 Our Core Values Our Vision Inspiring passion in people, for our homes and for our community We want to inspire; we want people to feel they can do it and anything is possible. Our vision is about inspiring MH s people - our team and also our customers. We want to inspire people to make the most of their talents and skills and to build confidence and capacity those people who work directly for us and people out in the Maryhill community. Our Values To be friendly, honest, and respectful Our history Maryhill Housing has a stock of around 3,000 houses based in the G20 postcode area. We celebrated our 40 th anniversary in Maryhill Housing has approximately 90 staff members spread across various locations. Our Head office is on Garrioch Road, we also have a Concierge Station and two sheltered housing complexes. The association has been involved in five main phases of development: The rehabilitation of tenement flats on or close to Maryhill Road New build developments in gap sites The stock transfer of a local authority estate, linked to a phased programme of decanting, demolition and rebuild The second stage transfer from Glasgow Housing Association of approximately 2,400 properties in June Post transfer growth and development. We ve been on an improvement journey since stock transfer and over the past three years have undertaken a programme of significant cultural and structural change. We ve invested in our stock and our people and have seen increased satisfaction with our services. Our Long Term Aims What we ll do: Create a real sense of community and help people thrive Provide the best homes and create places where people love to live, work and play Build a reputation for excellence and being ahead of the game How will we do it? By making sure our people and communities shape and influence our services We ll listen, we ll learn, we ll act

3 Summary of Principal Terms and Conditions of Employment Maryhill Housing is an EVH (Employers in Voluntary Housing) employer and the terms and conditions for this post are largely in accordance with EVH terms and conditions. Salary Scale: The salary scale for the post of Factoring Manager is EVH Grade 8, 38,403-41,549 per year (pro rata) Duration of Contract: Fixed term contract to the end of March Hours of Work: Our standard working week is 35 hours. A flexi - time system is in place, subject to appropriate service delivery to customers. Place of Work: The role will be based at 45 Garrioch Road, Glasgow, G20 8RG, with occasional travel to other local MH sites. Annual Leave: We offer 25 days annual leave per year (pro rata) Public Holidays: 15 days per year Pension: Maryhill Housing is a member of the Scottish Housing Association Pension Scheme (SHAPS) Defined Contribution pension scheme. This summary is for general guidance only and will not form part of the contract of employment.

4 Operations Director of Operations Head of Housing Community Regeneration Factoring Head of Property Housing Management team 1 Housing management team 2 Customer Contact Team Maintenance Property Investment Neighbourhood team 1 Neighbourhood Team 2

5 Guidance Note for Applicants on Completing the Application Form Please read these notes carefully they are to help you make the best of your application. 1 The form should be typed or completed in black ink or black ballpoint pen for photocopying purposes. 2 Please do not send in your Curriculum Vitae. 3 One of your references should be your present or most recent employer. If you have not been employed or have been out of employment for a long time, you may wish to give the name of someone who knows you sufficiently well to confirm the information you have given and who can comment on your ability to do the job. Please note that referees will not be contacted prior to interview. 4 The enclosed Person Specification lists the minimum essential requirements for the post. When short listing for interview, the panel will only consider the information contained in your application form and will assess this against the Person Specification. 5 The Selection Panel will not make assumptions about the nature of work you have done against a list of job titles. It is therefore important that you use the space provided to detail your experience and skills. Neither is it enough for you to state that you meet the requirements; you must demonstrate this to the panel. Work, paid or voluntary, is not the only means of showing that you meet the requirements of the post. Life experience and skills are just as valid, as long as you are able to demonstrate this. 6 If you are short listed for interview, the Selection Panel will wish to discuss the areas covered in the Person Specification in more detail. In particular, the panel will assess your commitment to and understanding of Diversity &Equal Opportunities. 7 If you are related to any members of staff, Board members, consultants, contractors or suppliers to the Association, this should be shown clearly on the relevant part of the form. This will not necessarily be detrimental to your application. 8 A Basic Disclosure Scotland check will be required for the majority of posts. Certain posts will require PVG membership or a Standard Disclosure Scotland check.

6 Job Description Role Title: Factoring Manager (fixed term contract to March 2019) Reporting To: Director of Operations Grade: EVH Grade 8 Date: August 2018 Job Purpose: To ensure the effective delivery of the factoring service at Maryhill Housing. To manage staff to deliver services efficiently and effectively and within budget, achieving high levels of customer satisfaction, meeting key performance indicators and ensuring systems and processes are aligned to maximise efficiencies. To continue to develop the business, improving existing arrangements and ensuring continuous business improvement. To ensure a value for money service is delivered to the factored customer. To lead and support staff and teams involved in the delivery of the factoring service. Key Responsibilities To ensure the delivery of a professional factoring service to customers within agreed budgets and timescales To manage the factoring operation on a day to day basis and act as key decision maker for Maryhill Housing s factoring service as appropriate. To provide guidance and advice to the Senior Management Team on escalated and complex Factoring matters requiring executive decision making Coach, develop and support staff to achieve their potential and be empowered to improve customer satisfaction. Challenge and deal effectively with poor performance where required To work closely and effectively with cross functional teams to ensure delivery of a seamless factoring service to owners To assist the Housing Services team in delivering and developing a customer focused and cost-effective estate management service across our stock, ensuring our neighbourhoods remain well managed, attractive and safe To assist the Repairs Team in managing contract performance to ensure service standards are met and value for money achieved across both repairs and cyclical maintenance contracts To assist the Property Investment Team in delivering a customer focused planned investment program which satisfies title/deed conditions and ensure projects are delivered within agreed levels of delegated authority and consent. To lead on consultation exercises with owners, advising the Property Investment Team on whether projects can proceed. To balance effective maintenance of the Association s stock whilst minimising business risk To support the Head of Property in ensuring contracts procured on behalf of private owners comply with the current legal framework for factors To liaise with external stakeholders as required including MSP s, Scottish Government, solicitors, local authorities, and other service providers To investigate and resolve complex Stage 1 complaints and escalated Stage 2 complaints

7 To coordinate complaints from factored owners escalated to the First-tier Tribunal for Scotland (Housing and Property Chamber) with assistance from the CEO and responsible Director To play an active role in developing the shape of our services and structure to drive improvements including improving the use of new technologies to deliver efficiencies Financial Management Ensure no cross subsidy between the Housing Association and the activity of the factoring service delivered to private owners Contribute to production of annual budget, monitoring and reporting of income and expenditure in relation to factoring through the monthly Management Accounts and to the Senior Management Team Ensure effective customer quarterly billing and recovery of charges to owners Maximise the income received from our services Customer Relationship Management Ensure customer satisfaction levels are monitored via surveys and review of department complaints taking appropriate action as required Engage effectively with our external customers driving up levels of customer satisfaction Problem Solving & Decision making To manage the competing priorities of budget control, customer satisfaction and meeting key performance indicators To ensure customer complaints are resolved, causes established and lessons identified for key learnings to improve customer service delivery Policy To lead on policy reviews within areas of responsibility, participating in audits, reviews and benchmarking To comply with Maryhill Housing s policies and procedures Legal Responsible for ensuring that we remain fully compliant with property legislation, factoring legislation, health and safety legislation and all other legislation affecting the delivery of a factoring operation in Scotland To ensure statutory requirements are met, changes in legislation are implemented and best practice is adopted within area of responsibility Ensure compliance with all regulatory, statutory and legal requirements and other directives General Provide reports to Senior Management Team, Committees and Board on achievement of targets and key performance indicators Attend SMT and Board Meetings as required preparing and presenting

8 on any reports as appropriate Drive a culture of continuous improvement Any other relevant duties as agreed with Directors and/or the Chief Executive Corporate Responsibility Act as a role model within the Property Investment team, living our operating principles (values) on a day to day basis Ensure compliance with all regulatory, statutory and legal requirements and other directives Comply with MH s policies including our code of conduct, health and safety, anti-fraud and bribery and equalities policies Ensure effective communication in plain language, both internally and externally; to ensure people are informed, engaged and find it easy to access our services and contact us and understand our information and the decisions we make Maximise the use of ICT to improve efficiency, increase productive and develop new and existing services Produce accurate and timely performance information and data, including information required for regulatory and statutory returns and agreeing and implementing actions arising from internal and external audits

9 Person Specification Factoring Manager Essential Experience and Knowledge Previous experience of successfully managing a medium-large scale factoring operation ideally within a Housing Association Expert knowledge and understanding of the Property Factors Code of Conduct and other relevant property legislation Proven track record in delivering quality services within budget Experience of successfully resolving complex and challenging situations with both internal and external stakeholders Track record in influencing positive change Experience in project/business administration Experience of contract procurement, management and administration Skills and Abilities Business skills that reflect the responsibilities of the post Ability to use and interrogate data management systems Ability to establish and maintain effective relationships with internal departments, customer groups, external agencies, consultants, suppliers and contractors Ability to coach, develop and support staff to achieve their potential and manage poor performance Strong oral and written communication skills with the ability to write reports Confident in key decision making and dispute resolution Ability to work effectively under pressure within a dynamic fast paced environment Exceptional organisation skills with the ability to effectively manage a busy workload and competing priorities First class customer service skills Self-motivated, with the ability to work under own initiative and effectively within a team environment Desirable Sound understanding of technical aspects of property Awareness of building terminology Qualifications Educated to degree level or equivalent Other Requirements Commitment to the values of Maryhill Housing Commitment to diversity and inclusion Have gained IRPM Associate status or working towards such a qualification

10 Operating Principle We are caring and supportive and we... We are friendly and we.. We take time to listen and communicate and we.. We are open to learning and growing and we.. We like to have fun and we.. We are open, honest and approachable and we.. We trust and respect each other and we.. We celebrate our successes and we.. How we do it? - can be ourselves - work with others through difficult times and offer help when needed - encourage each other to stay healthy and get the right work/life balance - smile - take time to get to know each other - take every opportunity to talk face-to-face - take care to communicate clearly - explain why we are doing what we are doing, or asking others to do - will boldly go - we will understand why things go wrong and get it right next time - find ways to innovate taking ideas from inside and outside MH - dare to be different - don t take ourselves too seriously - enjoy a bit of banter! - can talk to each other about anything - admit when we ve got it wrong or made a mistake - get it all out on the table - treat each other as we like to be treated and love diversity - appreciate people s day to day work not just their outstanding moments - involve people in decisions that affect them - talk about what we are proud of - tell people how we make a difference, however small

11 Maryhill Stars Criteria Offers solutions and constructively challenges with confidence Is outward looking - building and using external networks, looking at good practice and suggesting different and better ways of doing things on a regular basis Behaviours: PA 1-3; Apprentice / trainees TAS 1-3 Is constructive in raising issues with managers, takes an active role in team meetings and makes suggestions to make things better Reviews working practices and comes up with ideas to improve the way things are done Behaviours: PA grade 4-5 TAS 4-5 Is constructive in raising issues with managers, takes an active role in team meetings and makes suggestions to make things better Reviews working practices and comes up with ideas to improve the way things are done, bringing experience from elsewhere to Maryhill. Behaviours: PA grade6-7 / TAS -6 Is constructive in raising issues with managers, takes an active role in team meetings and makes suggestions to make things better. Challenges and supports peers to improve their performance. Builds networks in other associations and brings best practice from professional memberships into the Associations. Uses this to suggest new ideas to improve the way things are done Behaviours: PA grade 8-9 Is constructive in raising issues with managers including CEO and Directors. Also invites and welcomes and responds to feedback from teams and peers. Approaches difficult or challenging conversations positively. Has a strong senior network in other Associations. Always looks outside the Association when investigating an issue or developing new ideas. Holds professional memberships and use these to bring best practice in Maryhill. Actively benchmarks and shapes service in response to external best practice. Represents MH excellently as an ambassador and role model in any environment with passion and a positive attitude - with customers, colleagues, partners, contractors and across the housing sector Always speak positively about Maryhill Housing to customers, colleagues and contractors. Always speak positively about Maryhill Housing to customers, colleagues and contractors. Actively promotes activities on social media. Develops positive, constructive relationships with contractors Always speak positively about Maryhill Housing to customers, colleagues and contractors. Actively promotes activities on social media. Develops positive, constructive relationships with external partners. Holds contractors to account. Actively seeks opportunities to promote the work of Maryhill in the wider sector, for example speaking at events, writing articles in relevant press. Actively champions social media amongst team members. Develops positive, constructive relationships with external partners. Formally holds contractors to account. Actively breaks down organisational barriers and works across the business to deliver better outcomes for customers and get the best out of our people Is a self-starter; taking initiative and ownership of performance and always seeing things through Takes the time to get to know team members from across the organisation Learns new procedures, exploits new technologies and helps colleagues to do the same. Takes the time to get to know team members from across the organisation. Has face to face discussions rather than relying on s. Offers help and assistance to colleagues. Actively manages own workload, prioritising between tasks. Plans effectively to meet deadlines. Actively co-ordinates the Association s services around the needs of the customer, for example taking initiative to ensure issues are resolved outside of their direct responsibility. Actively manages own and team workload, prioritising between tasks. Plans effectively to meet deadlines. Does not rely on management direction to carry out role effectively. Leads cross-organisational project groups to deliver on key initiatives. Encourages and empowers team members to focus on wider organisational goals not just team tasks and outputs. Leads the development and delivery of team service improvement plans. Delegates effectively to creates leads within the team. Proposes key annual priorities and takes an active role in shaping longer term plans. Always meets deadlines and completes tasks. Is consistently focused on our customers and their needs; building great rapport Smiles and is friendly, polite and professional to customers at all times, even when challenged. Smiles and is friendly, polite and professional to customers at all times, even when challenged. Always fulfils promises to customers. Smiles and is friendly, polite and professional to customers at all times, even when challenged. Always fulfils promises to customers. Proactively manages customers expectations. Actively gets to know customers and takes the time to form genuine relationships. Designs services around the needs of customers, internal or external. Actively seeks to learn about customers and seek feedback to better meet their needs. Ensure teams always fulfil promises to customers. Ensure all communication proactively manages customers expectations. Actively gets to know customers and takes the time to form genuine relationships. Loves a challenge and takes it on as well as taking every opportunity to learn, stretch themselves and volunteer - including outside their job role Volunteers for new or different tasks, particularly outside of direct role. Volunteers for new learning opportunities and reflects to identify development needs. Takes part in groups and activities outside of job role. Volunteers for new learning opportunities and reflects to identify development needs. Take part in groups and activities outside of job role. Volunteers their own time to further their professional development. Volunteers to lead new initiatives or projects in the Association, even if outside of specific remit. Encourages and supports team members to prioritise their own development and actively seek opportunities for team members to stretch, learn and develop. Achieves brilliant performance; regularly exceeding their agreed goals Always follows procedures, receives positive feedback from customers and maximises productive time. Always follows processes and procedures, receives positive feedback from customers and achieves performance goals. Assists in the development of effective processes and procedures and is always compliant. Receives positive feedback from customers and achieves performance goals and hits project deadlines. Leads the development of effective policies and procedures. Actively celebrates team successes. Shoulders blame. Develop a performance management framework and culture in their area of operation. Hold colleagues and team members to account. Ensures teams hit performance targets and achieve project deadlines.

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