Appointment of Neighbourhood Management Officer. September Leeds & Yorkshire Housing Association. Recruitment Information Pack

Transcription

1 Appointment of Neighbourhood Management Officer September 2017 Leeds & Yorkshire Housing Association Recruitment Information Pack

2 Dear Candidate I am delighted you have expressed an interest in and are keen to find out more about this exciting job opportunity, right at the heart of service delivery to our customers here at Leeds and Yorkshire Housing Association [LYHA]. LYHA is a vibrant, financially sound and ambitious organisation that is led and supported by enthusiastic and committed staff as well as a strong and experienced Board of Management. We are a locally based housing association that punches above our weight. We are proud of the work we do, not just locally but nationally too, to influence now and in the future. We have recently maintained our G1 and V1 ratings with the Homes and Communities Agency; the highest possible for both governance & viability. We are in a strong position for the future to continue to deliver customer focused products and services for individuals and communities in the Yorkshire area. We are looking for a new Neighbourhood Management Officer, someone with a positive attitude and outlook, a passion for providing a great customer service and who loves working with people. We want someone who has a natural ability to empathise with customers, who likes to find solutions to problems and will take ownership of customer contact to try and find effective outcomes. You will join our Neighbourhood Services Team and be responsible for the management of over 600 homes across a number of local authority areas in Yorkshire. You will be part of a dynamic high performing service and will work closely with the rest of the organisation and partner agencies to ensure that communities are sustainable and customers supported in their homes. You will be responsible for allocating properties, tackling anti social behavior and carrying out health & safety inspections. You will manage sheltered schemes, general needs properties and buildings with shared spaces. Working for a smaller landlord and organisation like ours is not boring. As well as being part of the Neighbourhood Services Team; you will get a chance to work with and across all levels of the organisation, being part of a bigger team that is passionate about delivering successful outcomes. The sector continues to face significant challenges and here at LYHA we are committed to responding positively to these and seeking out new opportunities. We are growing at LYHA, not just through the new homes we provide but also by innovating services and developing new partnerships. LYHA is committed to equality of opportunity in employment for all its employees and to developing work practices and policies that support employees to achieve a work-life balance. We strive to be an Employer of Choice, by offering a desirable working environment, with a professional approach to our service provision supported by attractive terms and conditions. We positively welcome and support diversity in our workforce and welcome applications from all sections of the community. Getting the right person is important to us. This will be an interesting and rewarding role for the right person. If you are looking to play a key role in a vibrant forward thinking company then LYHA is the right opportunity for you. I hope the details in this pack provide you with all the information you need. I look forward to receiving your application.

3 If you have an interest in social housing, delivering customer services to local communities, want to be part of a small but ambitious organisation, and you have the right combination of skills and experience then this could be the perfect role for you. We would love to hear from you. To apply please submit your up to date CV (no more than 3 pages) and a supporting statement (no more than 3 pages) setting out why you are interested; how you meet the requirements and explaining any gaps in your CV. Please also complete and submit the Equal Opportunities Monitoring Form by midnight on 20 th September Interviews will be held on Thursday 28 th September We look forward to hearing from you. Yours sincerely Ummar Hanif Neighbourhood Services Manager Leeds & Yorkshire Housing Association

4 Neighbourhood Management Officer LS6 2TN, Headingley, Leeds Salary: 26,969 for experienced level Hours of Work 37.5 hours per week, Monday to Friday Generous benefits: 25 days leave, plus bank holidays, increasing incrementally based on years service up to 30 days, Occupational Pension Scheme, Flexible working hours and family friendly policies You will be responsible for the provision of an excellent neighbourhood management service which puts communities and customers at the centre of what we do and provides a stable and sustainable environment which promotes engagement, facilitates change, and promotes inclusion. The delivery of business priorities and LYHA organisational objectives through the comprehensive and holistic estate based management of neighbourhoods and communities owned or managed by LYHA. Help to deliver sustainable and inclusive communities which, encourage and support positive communication between customers and LYHA. To build positive relationships with customers and recognise individuality and independence while also providing support, advice and reliability in communication. We value people with the right skills and behaviours above everything else. It s quite a skill to be able to communicate effectively being friendly, down to earth and patient the way we do. Getting the right person for this key role is essential to us. In return, we will provide you the opportunity to: Develop personally and professionally- getting a chance to work with and across all levels of the organisation Work in a team with the key responsibility of delivering excellent customer service that makes a positive impact on people and communities Give you experience of working in a highly ambitious and dynamic Housing Association Support a work life balance with flexible working and family friendly policies We are in a great place - LYHA is a vibrant, financially sound and ambitious organisation that is led and supported by enthusiastic and committed staff as well as a strong and experienced Board of Management. We are a locally based housing association that punches above our weight. We are proud of the work we do, not just locally but nationally too, to influence now and in the future. We have recently maintained our G1 and V1 ratings with the Homes and Communities Agency; the highest possible for both governance & viability. LYHA is committed to equality of opportunity in employment for all its employees and to developing work practices and policies that support employees to achieve a work-life balance. One of our aims is to be an Employer of Choice, by offering a desirable working environment, with a professional approach to our service provision supported by attractive terms and conditions. We positively welcome and support diversity in our workforce and welcome applications from all sections of the community.

5 Neighbourhood Management Officer PURPOSE OF THE POST To deliver an excellent neighbourhood management service which puts communities and customers at the centre of what we do and provides a stable and sustainable environment which promotes engagement, facilitates change, and promotes inclusion. Key duties and responsibilities 1. To take overall and individual responsibility for the housing management service of LYHA which develops engagement, pro-actively promotes an inclusive and positive environment and tackles tenancy breaches in a timely fashion. 2. To ensure that our estates are clean, safe, pleasant places where people want to live. To be fully accountable for the management of a designated patch and for the co-ordination of a full range of housing services to the tenants of that patch, with an emphasis on estate-based work. 3. To support all parts of the organistion to deliver wider patch based services and targets 4. To provide excellent customer service, by sustaining constructive relationships with individuals and representatives who are working to improve the quality of life on estates 5. To liaise with other service providers and key stakeholders to facilitate delivery of patch objectives 6. To help collect and keep customer insight data current and use the data to help focus the service delivery to the areas and customers which will have the biggest impact. 7. Responsibility for ensuring health and safety inspections and checks are carried out on estates and in communal areas including communal risk assessments and regular reviews. 8. Ensure record keeping on IBS, CRM, Sharepoint and all relevant software, is detailed and timely. Ensure that customer records and contact details are updated frequently and that LYHA have an accurate and relevant record of its customers through this process. 9. To adopt a positive, flexible and proactive approach to neighbourhood management which requires you to work outside of normal office hours when required and too often work within the communities you manage. 10. To ensure awareness of the key organisational objectives and performance indicators, which drive neighbourhood management and to ensure that these are woven into the approach to the role. 11. To work towards maximising tenant satisfaction on our estates, and recognising the value of complaints. Ensuring that this feedback is used positively to build and develop the service. 12. To liaise closely with development to ensure the management of the development process but also the smooth handover of new properties, including championing any issues facing customers. Ensure new customers settle in and are given opportunity to form part of the community. Duties include organising and delivering a settling in event for new customers in new build/ converted schemes.

6 13. Ensure all customers within your neighbourhoods have at least annual contact with LYHA. Ensure that you record preferred methods and frequency of contact with customers and actively promote inclusion of one offs and those properties considered to be prone to isolation or dis engagement. 14. Any other duties as agreed with the Neighbourhood Services Manager. Note No job description can be entirely comprehensive and the jobholder will be expected to adapt and carry out such duties as may be required from time to time, on the understanding that they will be within the individual s remit and capability, and consistent with the status and responsibilities of the role within the organization. PERSON SPECIFICATION You will be shortlisted on your ability to demonstrate the following: Qualifications, Knowledge & Experience Means of Assessment 1 A Minimum of 5 GCSE s/nvq Level 3 CV/C 2 Experience of communicating effectively with a wide range of people and audiences and build relationships with staff, customers, and Senior Managers 3 Strong understanding and experience of using Microsoft Outlook/Word/Excel/PowerPoint/SharePoint 4 Experience of providing a professional, confident, and proactive approach to customers and colleagues 5 Experience of dealing with a range of stakeholders/partners and customers and providing customer excellence CV/SL/I CV/SL C CV/SL/I CV/SL/I 6 Experience of working in a social housing environment CV/SL/I 7 Ability to deliver excellent customer service and work proactively to provide resolutions to problems at an early stage 8 Ability to plan and prioritise work effectively and deal with conflicting priorities, adapting to changing situations. CV/SL/I SL/I 9 Ability to maintain effective office administrative systems SL/ 10 Understanding of the internet and social media channels SL/I 12 Motivated to deliver high performance and continually develop and improve SL/I 13 Able to be flexible and responsive to adapt to changing needs and requirements of the SL/I 14 role Enthusiasm and commitment to providing an excellent service I 15 Effective team player who works cooperatively with others and shares ideas I 16 Positive attitude which demonstrates LYHA values and behaviours I 17 Commitment to the vision, values and strategic aims of LYHA SL/I

7 18 Understanding and commitment to equality and diversity SL 19 Ability to drive and access to own vehicle CV/I B) Skills and Behaviours Means of Assessment 1 Ability to communicate effectively with a wide range of people and audiences and build relationships with customers, staff, and Senior managers CV/SL/I 2 Able to delivery excellent customer service and work proactively to provide resolutions to problems at an early stage CV/SL/I 3 Ability to plan and prioritise work effectively and deal with conflicting priorities CV/I 4 Ability to work within a team CV/I 5 Ability to maintain confidential information and accurate records CV/ 6 Ability to keep up to date with changes to legislation and apply to the role CV/I 7 Excellent organisational skills and ability to forward plan own workload to meet deadlines and deliver to target CV/I 8 Positive attitude which demonstrates LYHA values and Behaviours CV/I 9 Motivated to deliver high performance and continually develop and improve CV/SL/I 10 Understand the key principles of value for money and support LYHA to deliver its targets CV 11 Effective team player who works cooperatively with others and shares ideas CV/I 12 Enthusiasm and commitment to providing an excellent service CV/SL/I 13 Ability to take a leadership role and ownership for tasks CV/I 14 Flexibility and adaptability to hours, ways of working and priorities CV/I 15 Commitment to the vision and values of the and delivery of the strategic aims of LYHA CV/I Method of Assessment CV SL I P W Curriculum Vitae Supporting Letter Interview Presentation Written Exercise

8 S C Skills test Production of Certificate

9 Behavioural Framework Value Description Behaviour STRONG PRINCIPLES & INTEGRITY Fair, ethical and honest Open & transparent Treat each other and everyone with respect Encourage and welcome diversity and value different people s experiences and skills We challenge and we are open to challenge Communicate openly and honestly with customers and listen to their views Understand the diverse needs of people and make sure we deliver services that take account of, and meets their needs Welcome and encourage feedback, use it to help improve services Work together as a team by being considerate, sharing, supportive, and respecting the views & beliefs of others WORKING TOGETHER PEOPLE FOCUSSED Genuine partnerships with our tenants and customers Form strong and effective partnerships to complement our strengths and deliver results We work as a team One LYHA We want to be trusted Flexible and responsive Shape services to meet customers needs and expectations We care about outcomes and want to make a difference Listening and learning organisation Share goals and work well together with colleagues and customers to achieve our goals Be part of a team that works collaboratively together. Everyone is recognised for the role they play - their contribution is trusted and valued Function well together using different strengths, aiming for high standards of performance, takes individual responsibility Spot opportunities for working with partners & use them to improve communities & give something back Listen to customers views and aspirations and use what they say to make changes for the better Make sure that we are available to customers when they need us and go out of our way to help them by going the extra mile Show customers we understand their needs, by focusing on them as an individual, being empathetic and responding to their needs Use energy and passion to deliver our promises to customers

10 PROFESSIONAL AMBITIOUS Aim for excellence and innovation in everything we do We invest in and develop our staff to ensure we provide the highest standard of service We care about value for money and aim to be efficient and effective We spend our time and money wisely ensuring we deliver the best possible services and products We don t stand still. We never rest on our laurels and continually look for ways to improve and do better, yet we have our feet on the ground We are creative, innovative and solutions focussed We punch above our weight Put plans in place which are innovative, are built on what we know and have learnt, but which are flexible and responsive Deliver high standards of service by knowing our roles, being efficient, timely, and getting things done right first time Deliver excellence by having focus, being on the pace, being leaner/fitter, always delivering, and by developing & using our specialist skills Set an example through our positive approach, being honest, reliable, communicating openly and honestly, and reflecting and reviewing be an Ambassador for LYHA Communicate training and development needs and make sure that our skills are used to the full to become multi skilled Mr. Magnificent Positively challenge the way things are done currently to find ways of improving, being the best, focusing on outcomes Aim to be captains in our field by growing our services steadily, being competitive, looking at best practice and upping the pace Be proud of what we are good at, believe in what we can achieve, recognise and celebrate successes

11 Neighborhood Management Officer Summary Terms and Conditions Salary Holiday Entitlement Car Allowance/Mileage Healthcare Benefit Pension Notice period Work Life Balance 26,969 for experienced level 25 days which increase by one day per year to a maximum of 30 days 2500 per annum, car mileage paid at 45p per mile Simply Health (Contributory Scheme) Social Housing Pensions Scheme (SHPS) CARE 1/80 th Defined Benefit Scheme 1 month Flexible working hours and family friendly policies

12 HOW TO APPLY Please submit an up to date Curriculum Vitae (CV) and a covering letter as your submission for the post. The CV and letter combined should be no more than 6 sides of A4. It is important that your CV and letter highlights the supporting evidence of how your previous experience, knowledge and skills relate to the requirements as set out in the role profile and person specification. Within your CV please ensure that you provide the following information: Full name and postal address Work and home telephone contact numbers and your address National Insurance number Employment history Qualifications Current Memberships of relevant professional associations/institutes Current or most recent salary We also request that you complete the Equality Monitoring form. Please return your application to recruitment@lyha.co.uk Key Dates: Closing date: midnight on 20 th September 2017 Interview date: Thursday 28 th September 2017.