Role Profile. Role Title: Home Ownership Coordinator. Division: Housing Services. Department: Core Operations. Team: Home Ownership

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1 Role Profile Role Title: Home Ownership Coordinator Division: Housing Services Department: Core Operations Team: Home Ownership Role Identifiers: - Career Ladder: Customer Services - Level: Advanced Level 3 - Function: Customer Support Operations - Discipline: Customer Support Operations/Advice, Outreach and Support Main Purpose of Role Provide a high quality and comprehensive support service to the Home Ownership Team (HOT) reviewing, allocating and monitoring workload and correspondence from multiple sources. Provide a coordinated operational support function to the Compliance & Home Ownership Team and the Service Charge Team, specialising in Home Owner framework in relation to management, legislative requirements, and financial functions. Responsible for the management of the Home Ownership Team income collection and other finance functions, ensuring adherence to all Group policies and procedures in relation to income collection and management and the provision of services to support Home Ownership Team functions. Support and train colleagues as required. Work in collaboration with the Homeownership Team, Core Services and Development to improve Hyde s Home Owner experience and ensure efficiency and continuous improvement to service standards provided to Home Owners across the Hyde Group. Outputs & Accountabilities Responsible for the management of all incoming correspondence to HOT, ensuring all contact is recorded in TED and all case actions are set up according to HOT procedures and completion timescales.

2 Act as the team lead on all TED case management, monitoring all HOT workload and ensuring an even and achievable distribution of duties across the team Provide specialised operational support to the Home Ownership and Service Charge teams, ensuring tasks are completed in-line with best practice in relation to Home Owner management, section 20 consultation, and financial functions Support and contribute to all HOT policy and procedures, ensuring issues of non-compliance with HOT support procedures are highlighted and rectified; act as HOT key resource in relation to the HOT resident engagement project Support and contribute to reviews of HOT management procedures, acting as the support specialist within the team Generate HOT Key Performance Indicators for HOMT and Group reporting and submit to the reporting leads ahead of weekly and monthly reporting dates Support data entry of monitoring and Home Owner data across HOT, highlighting areas of concern to the HOMT; work with internal teams to make agreed system adjustments when required Provide direct co-ordination and monitoring support to the Home Ownership Management Team, providing training and other support to wider teams as required to develop the Group s TED management capabilities Responsible for HOT Income Management including cheque management, banking and team income reconciliation, working closely with the Group s finance team to troubleshoot and resolve issues relating to HOT financial functions Act as the team lead on the provision of all services to support HOT functions, including monitoring the suitability of HOT suppliers and contributing ideas to supplier performance reviews Ensure the purchase order system is used for every instruction and order, taking responsibility for resolving any payment issues with Hyde Finance and Hyde Suppliers. I agree to carry out the duties specified in the role profile: Signed Employee: Signed Line Manager: Date: Date:

3 Expected Competencies for Home Ownership Coordinator LEADERSHIP TECHNICAL EXPERTISE AND BUSINESS THINKING CUSTOMER FOCUS (INTERNAL AND EXTERNAL) Represents the organisation positively when dealing with external stakeholders/customers Is self-motivated Consistently role models appropriate behaviours to both customers and staff Is open, honest and respectful to customers and staff Remains positive about the organisation and their work through challenges Is approachable and consistent, remaining calm in all their interactions Communicates unpopular and/or sensitive messages to customers/stakeholders handles negative, aggressive and emotional situations in a composed and professional manner Has developed specialist knowledge and skills in their own area; seeks to develop/expand their knowledge of related areas and the organisation. Performs non-standard processes/procedures to support the business or for external customers Applies their knowledge and skills to a range of activities; acts as a technical resource for others in own work area Adheres to and recognises the importance of following policy and procedure to mitigate risk Can connect between work processes and the Group objectives; understands the impact they have through their own work Considers business constraints when responding to customer needs Anticipates, identifies and understands internal and external customer needs and identifies solutions to nonstandard requests Views and treats customers positively; understands their importance in relation to corporate aims Addresses areas of poor service escalates issues where necessary; looks for themes/trends within poor service levels Adopts a person-centred approach with customers in order to tailor services delivered to that customer Proactively involves and seeks feedback from external and internal customers; Builds relationships with internal functions and external stakeholders e.g. external agencies, local authorities and contractors in order to provide a high level of service to customers

4 CHANGE MANAGEMENT DELIVERY FOCUS PROBLEM SOLVING COMMUNICATION, NEGOTIATING, INFLUENCING TEAMWORK, COACHING AND GUIDANCE Contributes to the implementation of change; provides information and feedback from their customer contact to managers to inform change and improvement Implements change effectively and supports others where required Recognises and advocates the potential benefits of change Sets priorities, plans and organises own workload and time to meet objectives Takes ownership to completes assigned tasks/projects independently, with guidance where required; Contributes significantly to team goals Accurately maintains data integrity e.g. by using systems and databases Looks to make things happen rather than being easily offset by obstacles Occasionally steps outside the mandatory requirements of their role; Solves moderately complex problems creatively, offering practical solutions in an effective and timely fashion Presents possible solutions to others; draws on guidance from others in deciding a recommended solution to novel problems Leads on escalated issues in order to reach resolution; escalates to the appropriate person if required information is not available or a complex/risk issue is involved Recognises and gathers relevant information using appropriate resources Considers logical and practical decisions based on evidence and analysis Solves problems following procedures to ensure reputational and internal risk is minimised Is confident to use their own initiative and judgement to make decisions and move things forward (when appropriate) Explains information and persuades others in straightforward situations e.g. advocates for others with external agencies (social services, councils Conveys/presents key messages clearly and effectively, e.g. in panel meetings Communicates information accurately in writing and verbally, using visual aids where appropriate Listens actively to others and communicates with credibility and confidence in their specialist field or operational area Adapts style of communication according to a range of different audiences including management teams and external stakeholders Acts as a source of knowledge/experience for colleagues Has ongoing, regular, open and informal dialogue with peer team members to develop a sense of team and consensus Offers support and encouragement; supports others to

5 resolve standard and non-standard issues/problems Seeks out/is open and receptive to feedback from others about themselves/their team Shares their experience with others to enable the achievement of objectives in their area Confidently and proactively seeks and values the ideas and expertise of team members