Thank you for your interest in this position. Enclosed is the information you will require to assist you in completing your application.

Transcription

1 Customer Experience Director June 2013

2 Olympic Office Centre, 8 Fulton Road HA9 0NU Telephone Fax info@campbelltickell.com June 2013 Dear Applicant Genesis Customer Experience Director Thank you for your interest in this position. Enclosed is the information you will require to assist you in completing your application. To apply please can you: Provide an up-to-date CV which shows your full career history with any breaks explained we recommend that this is no longer than three pages; Write a supporting statement detailing how you are a good candidate for this post and how you fulfil the person specification we recommend that this should be a maximum of around three pages; Complete the compliance form; and Indicate on the compliance form if you cannot attend any of the interview dates. Please note that applications can only be considered if all the documentation is completed. However, it is not mandatory to complete the equalities section within the compliance form. The information requested is for monitoring purposes in line with our commitment to equality and diversity, and will not affect the outcome of your application. Once complete, please send your application, preferably in MS Word format, by to genesis@campbelltickell.com or by post to: Campbell Tickell Recruitment, Olympic Office Centre, 8 Fulton Road, Wembley, HA9 0NU. Due to postal unreliability we recommend you your application to us wherever possible to avoid missing the deadline. Campbell Tickell Ltd Incorporated in Cardiff (England & Wales) Registration number Registered office 14 Accommodation Road, London NW11 8EP VAT number

3 Applications must be received by 11 July 2013 at 12 noon. It is your responsibility to ensure that we have received your application. If you do not receive confirmation of receipt of your application from us within 24 hours of sending, please call to ensure it has arrived. You should also ensure that you use a secure address from which to send your application, as our system will filter out s if it believes them to have been sent from unsecured sites that are often used to send spam s. In order to avoid last-minute IT issues, we also ask that you allow yourself ample time to submit your application in advance of the deadline. Details of the selection process can be found on page 16. Please do contact me if you wish to have an informal discussion about the role or if you have any questions (genesis@campbelltickell.com or ). I look forward to hearing from you. Kind regards Gera Patel Senior Consultant June 2013 Page 3 of 17

4 Contents Page Welcome letter from the Chief Executive 5 About Genesis 6 Role profile 8 Organisation chart 13 Principal terms and conditions of service 15 Key dates and the selection process 16 The advertisement 17 The following supplementary information can be downloaded from Genesis annual review 2012 Genesis financial statements 2012 Genesis Corporate Strategy To find out more please also visit the Genesis website: June 2013 Page 4 of 17

5 Welcome Thank you for taking the first step to your successful career at Genesis Housing Association. There has never been a better time to join Genesis as we are in the midst of our transformation programme, Genesis Way. This change programme is about making Genesis a great place to work for all of our employees; it will place our customers at the heart of everything we do and it will make our organisation robust and fit for the future. We are seeking exceptional talent that will help lead our organisation to champion this change and ensure we fulfil all of our goals. This new role is one of a number of posts that are designed to transform Genesis into a modern and dynamic housing association. This role will be a member of our senior leadership team that is charged with providing the day to day management and leadership for our organisation. It will offer you a career shaping opportunity to define and mark your professional path with some amazing achievements. Genesis is a socially hearted, commercially minded organisation with an ambition to help our customers to build better futures. To this end you will need vision, strategic and tactical capabilities to lead the design, the ability to develop and implement complex services with innovation and a passion for building strong and effective business relationships. Our five values (that you will read more about later in this pack), form the DNA of our organisation and by living these all of our employees are contributing to our vision to be a leading property based service provider. I truly hope you will take up this challenge and wish you every success in the recruitment process and hope to welcome you on board in the near future. Neil Hadden Chief Executive June 2013 Page 5 of 17

6 About Genesis As one of the most diverse housing associations in the UK, Genesis role is to not only provide and manage quality homes, but to be an integral part of the community. We are much more than just bricks and mortar; we believe in providing residents with the highest quality services to build better futures for themselves and their families. Genesis Community, our charitable arm, works with partners to build and shape communities. Our investment in local communities includes providing employability training, inclusion and advice, programmes for youth and older people, and support for vulnerable residents experiencing mental health issues, learning disabilities or those who are at risk. With c32,000 homes across London and the east of England we believe in offering a variety of specialist services and unique options for our residents. We provide services in the following areas: rented accommodation, supported housing, management and maintenance contracts, temporary housing, new home development, regeneration and community investment. Mission To provide quality homes and services to enable our customers to build better futures. Values - Customer focus Putting the customer (internal and external) first treating our customers with consistency and sensitivity - Partnership working Working together to achieve shared goals for our customers, our people and our organisation - Efficiency using our resources (people, money, time) wisely, and challenging waste and duplication, to get the best results - Good employer Everyone working together to make Genesis a great place to work - Respect Treating people fairly; recognising, understanding and celebrating difference Vision Our vision for Genesis is to be a leading property based service provider. There are three key elements to this vision: June 2013 Page 6 of 17

7 i. Leading meaning that we are a highly performing organisation; ii. iii. Property based reflecting the homes we own and manage and the neighbourhoods in which we work; and Service provider confirming why we are here to provide housing and related services to our customers and our potential customers. Any vision should be an ambitious statement of intentions. Genesis is an ambitious organisation. We feel we have a role to play across the spectrum of housing tenures, but we will never forget our roots and the objectives of our founders. Having said that the economic and social environment is very different to that which existed in the 1970s even though the demand for our services has not diminished. Indeed there are now new generations who look to us to help provide solutions to their housing needs but who in the past might well have looked to the private sector. We feel an obligation to try to help all those who seek help through the widest possible range of options. June 2013 Page 7 of 17

8 Role profile Role title: Reporting to: Customer Experience Director Executive Director - Communities Grade Level 2 CRB required No Role purpose: Lead on the development and delivery of quality assured contemporary practice in specialist housing services To be the lead in the provision of up to date specialist policy advice and support to the neighbourhoods team on all aspects of housing and customer services Accountable for the delivery of a viable business to achieve a bottom line return, performance and value for money targets alongside customer experience outcomes Accountable for the delivery of services which support the regeneration and development of Place With a matrix style approach, work collaboratively with other Genesis Directors to deliver transformational change in service performance and colleague engagement Develop and maintain strong relationships with key local authorities, other partners and commissioning bodies Identify and develop new business opportunities to meet customer needs and business goals Technical Accountabilities Key accountabilities Organisational Effectiveness Key elements Ensure all directorate activities contribute to, and are consistent with, Genesis Corporate Strategy and associated strategies especially the Customer experience strategy Accountability for a consistent, reliable, trustworthy and value for money specialist housing and community service to all customers and stakeholders across Genesis geography Ensure effective service delivery to all Genesis customers via regional teams, demonstrating strong competence in matrix management Establish the conditions for effective change management to enable the services to adapt to changes and demands in the external and internal operating environment. Work collaboratively with other directors to help achieve corporate quality and value for money standards Effectively communicate with staff, customers and stakeholders on key business issues and matters of interest Ensure the Association meets all statutory, regulatory and contractual obligations June 2013 Page 8 of 17

9 Ensure robust risk management and internal controls are in place and managed appropriately To fully engage with matrix management arrangements including the provision of expertise and advice across the organisation as appropriate Customer Service Provide demonstrable leadership through effective communication, role model the Genesis behaviours to demonstrate we are serious about delivering excellent service to both tenants and external stakeholders and to internal customers. Support and enable collaborative working for improving the experience of service delivery ensuring that our people, systems and processes deliver a reliable and timely, effortless service. Management of Resources People Management and Performance Develop and deliver the annual budget, value for money statements, business plan, KPIs and customer service outcomes and contribute as appropriate to corporate planning Deliver value for money on all services and annual target budget surpluses In collaboration with the corporate procurement team, manage external suppliers and service level agreements to ensure they are delivered within the terms of the contract arrangement Manage the staffing budget to ensure the effective use of permanent, temporary and contract staff Ensure projects are delivered on target, in a timely manner and within budget Provide leadership, support and motivation to create a flexible and agile team that is able to innovate and manage change to enable Genesis to deliver its vision and mission Develop SLAs for specialist services and deploy resources to meet the needs of the Neighbourhoods Directorate and also the regeneration directorate where required Recruit, manage and develop staff to meet the needs of the business and in accordance Genesis policies and procedures Develop the problem solving skills of staff and create a culture of continuous improvement to deliver the annual service plan, KPI s and customer satisfaction indicators Support the development of the Genesis culture through robust and effective personal and team performance management arrangements in line with Genesis policies and procedures Demonstrate genuine equality and diversity in all aspects of staff recruitment, management and development Regularly review services, use a range of internal and external feedback to identify and implement areas for improvement Create the conditions and promote collaborative working, support innovation and the sharing of best practice across the directorate and with other teams to deliver continuous improvement of services and business efficiency June 2013 Page 9 of 17

10 Management and/or Professional/Technical skills Governance Health & Safety Systems & Process Be an effective change leader within the customer experience team, Communities Directorate and the wider business Develop and maintain sound relationships with key stakeholders Establishment and deliver a robust customer relationship management culture Understand and interpret financial information including profit and loss accounts Engage with and influence external peer group and senior political decision makers in the housing sector and in local/national government (new and existing contacts) Produce and present timely and accurate reports to a range of internal and external stakeholders including: Board, Executive Management Team, Heads of department, Regional Managers, regional staff and residents Provide regular, formal assurance to the Executive team on regional governance arrangements. Accountable to the Regional Committees for service delivery performance provided by Genesis specialist housing teams Ensure health and safety plans are in place for the Directorate Lead the development and embedding of a proactive and consistent approach to health and safety throughout the portfolio Ensure effective management arrangements are in place to deliver compliance with all statutory and regulatory requirements on health and safety Ensure all managers and staff are trained and developed to discharge all health and safety responsibilities including the duty of care to our customers Implement effective systems and processes to monitor and evaluate performance across the portfolio Establish effective line management and performance management systems across the portfolio Maintain a good working knowledge and use of all relevant IT systems To hold accountability for the safe keeping, storage and maintenance of key data for the directorate and to ensure that it is accurate, timely, relevant and in line with the agreed standard Develop quality management and control processes and systems to services are delivered in accordance with Genesis Policies, standing orders and financial regulations June 2013 Page 10 of 17

11 Skills, Knowledge and Experience Significant experience of successful management and demonstration of business acumen at a senior level in a similar operating environment. Extensive experience of/or sound understanding of the housing sector and external factors affecting the future of housing Proven experience of successfully delivering in a highly customer focussed business, resulting in high levels of customer satisfaction Recognise the important role talent management will play in the future success of the business and strong experience and understanding of succession planning Build a culture of self-awareness and effective learning Experience of developing partnering relationships and service level agreements with key stakeholders and potential business partners with the ability to influence at senior management level, community leaders and government officials Professionally qualified to degree level and / or equivalent demonstrable and proven experience Experience of presenting proposals to Board members and senior decision makers Able to carry out and assess the financial risk of new business proposals Understanding of national/regional policy Experience of managing or high level exposure to the following functions: stock allocation and disposal; anti-social behaviour; business development; and income collection Maintain a comprehensive and up to date knowledge of all relevant legislation, procedures and best practice for the service area. Financial Span of Control Directorate budget to include staffing, supplies and projects Non-financial Strategic lead on the customer services strategy and for the operational delivery in line with the Corporate Strategy Strategic responsibility/accountability/decision making Interface between the ED and operational delivery team Staff management - at least 4, but no more than 8 (excluding strategic specialist) Management of relationships with stakeholders both internal and external Dealing with high level complaints Stakeholders Internal and External Clients, customers, suppliers, regulatory bodies, local authorities, community leaders, local and national government officials, consultants, developers and national bodies Board Members Regional Committee Members Executive management team Internal managers and staff Genesis forum representatives June 2013 Page 11 of 17

12 Decision making - authority/mandates/constraints Take such action as may be required to ensure the delivery of objectives against the strategy, business plan, customer and financial targets Accountable for Contact Centre and specialist teams performance Take such action as may be required to ensure the use of current best practice and responses to new approaches to ways of working. Take such action as may be required to ensure compliance with all relevant statutory and regulatory requirements. To manage in line with Genesis policy and procedures, code of conduct, financial standing orders and disciplinary guidelines Recommendation on potential partnerships and such action as may be required to develop these as well as new business opportunities To work in line with Genesis delegated authorities To manage in line with Genesis policy and procedures, code of conduct, and disciplinary guidelines Dismissal/Chair Appeals up to & including final written warning Context/Other Factors Undertake any other duties consistent with the purpose of the post. To work outside of core hours as required Attend evening meetings, forums and organisational away days June 2013 Page 12 of 17

13 Our structure Neil Hadden Chief Executive Laurice Ponting Executive Director Communities Alastair Clegg Executive Director Organisational Effectiveness John Carleton Executive Director Markets and Portfolio Elizabeth Froude Executive Director Resources Jackie Bligh Director of Governance & Compliance June 2013 Page 13 of 17

14 Communities Directorate Levels 1, 2 and 3 Level 1 Executive Director Communities Level 2 Director of Care & Support Director of Customer Experience Director of Property Services Director of Neighbourhoods Level 3 Genesis Connect Tenancy Services Contact Centres Customer Experience Business Support Region Region Region Region Operations (London) Operations (East) New Business Service Improvement Major Works Repairs M&E Business Support May 2010 Page 14 of 17

15 Principal terms and conditions (For information purposes only) 1. Position Customer Experience Director 2. Salary and benefits 80k - 90kpa (depending upon experience), plus pension (AXA Stakeholder pension Plan), we will match your monthly contributions up to 7.5%. Additional benefits include: private health care, life assurance, interest free season ticket loan and a range of other offers to support flexible working patterns. 3. Holiday entitlement 30 working days, plus all bank holidays. 4. Working hours Normal hours of work are 35 hours per week based around the usual business working week. However, due to the seniority of this post there is a requirement for flexibility in meeting the full responsibilities of the post and this will include occasional evening and weekend work. 5. Location Your normal place of work will be our office at Capital House, 25 Chapel Street, London, NW1 5DT, but given the seniority of the role, travel across all our operating areas is expected. Consideration may be given to a relocation allowance for candidates. June 2013 Page 15 of 17

16 Key dates and the selection process Closing date: Thursday 11 th July 2013, at 12 noon Assessment centre: Week beginning 15 July Final interviews: Week beginning 22 July As part of our approach to recruitment, all candidates for new roles in Genesis are required to participate in a series of assessment exercises. Full details of these will be given to you once you have made an application. In order to progress through to interview stage, candidates will have successfully passed the assessment process. These will include a combination of exercises and on-line assessments designed to allow you an opportunity to showcase your skills, abilities and competencies which are critical to our new roles. June 2013 Page 16 of 17

17 Media advert June 2013 Page 17 of 17