Member Relations Manager

Transcription

1 APPLICATION PACK Closing date for applications: 12.00pm at 16th June 2017 First interview: 21 June 2017 Second interview: 27 June 2017

2 Want to inspire people to think differently? Member Relations // Cardiff// 29,000 per annum // Good pension scheme // flexible working We are looking for an engaging and pro-active Member Relations to look after Tai Pawb s members.you will have a passion for equality and diversity, combined with a commercial flair and experience of developing creative solutions to support organisations in this area. You will have an understanding of our members needs as well as an innovative approach to equality and diversity practice. You will be experienced in quality assurance, service development and improvement, budget and relationship management. You will be a natural networker, strong communicator and a creative problem-solver, who is keen to work with others to ensure that equality issues are fully integrated in all aspects of housing provision across Wales. Communications and Marketing Officer // 25,000 per annum // Good pension // Flexible working We are looking for someone with an understanding and commitment to equality who will work across the organisation to ensure we effectively transmit our policy and influencing messages with key stakeholders at all levels in Wales. As a highly creative and innovative thinker who understands how to use commercial marketing techniques to achieve our charitable objectives, you will promote our services and be responsible for the free flow of information between our existing and new members. You will have strong social media skills across all platforms and the ability to manage our website and contribute to campaigns. With excellent verbal and written communication skills you will be proficient in utilising various software packages to produce engaging and compelling narrative, including press/media releases that successfully market Tai Pawb and our values. Tai Pawb is the leading national expert organisation promoting equality and diversity in housing. We influence policy, support organisations and raise awareness of equality and diversity issues and solutions and...we absolutely love what we do. We inspire people to embrace equality and diversity. Tai Pawb is ambitious, dynamic, innovative and genuinely passionate. We are currently looking to recruit two pro-active and creative people to join our team. Visit and download our application packs today. The closing date for applications is 16 June 2017, 12 p.m. Check application packs for exact interview dates for each post.

3 Welcome Thank you for your interest in our Member Relations role. Tai Pawb is the leading national expert organisation promoting equality and diversity in housing. We influence policy, support organisations and raise awareness of equality and diversity issues and solutions and... we absolutely love what we do. We inspire people to embrace equality and diversity. Tai Pawb is ambitious, dynamic, innovative and genuinely passionate. In this role I am looking for someone passionate about equality, diversity and social justice who can combine this passion with a real commercial flair to develop and help implement great solutions for our member organisations as well as contribute to Tai Pawb s financial sustainability. You will look after our members needs by managing our support services including training, consultancy and helpline. You will also be required to partly deliver some of this support yourself. I am looking for someone who thrives on connecting with people at all levels the role will involve continuous engagement with members and arranging the work of our external advisors to deliver great services. You will be highly engaging and creative, able to quickly analyse key equality issues and sector needs and use this insight to develop fresh and exciting solutions. You will be driven by the potential to inspire people and organisations so that Wales is a fairer place to live. You will combine this with a focus on generating sustainable income for Tai Pawb. This is a fantastic opportunity to apply your skills and develop your potential in an organisation which is committed to supporting you in your career journey. I am looking forward to receiving your application. Alicja Zalesinska Director

4 OUR STRUCTURE DIRECTOR HEAD OF BUSINESS HEAD OF POLICY & COMMUNICATIONS MEMBER RELATIONS MANAGER PROJECT MANAGER FINANCE/ADMIN OFFICER PROJECT OFFICER COMMUNICATIONS AND MARKETING OFFICER

5 JOB DESCRIPTION POST: Member Relations RESPONSIBLE TO: Head of Business SALARY: 29,000 CONTRACT: Permanent PURPOSE OF THE POST: The post holder will manage, protect and maintain the relationship between Tai Pawb and its members and other users of Tai Pawb services. They will serve as a first point of contact between Tai Pawb and its members and advisors. This role will develop and oversee membership support activities aimed at inspiring member organisations and other service users to embrace equality and diversity through organisational support. KEY DUTIES: Manage, protect and maintain the relationship between Tai Pawb and its members and other users of Tai Pawb services. Ensure members are engaged with Tai Pawb s work including opportunities to promote and exchange their good practice via diverse channels. Work closely with the Communications and Marketing Officer to facilitate this. Act as the first point of contact for members requiring support Manage the delivery of this support through Tai Pawb external advisors and deliver part of our services directly yourself (initially up to a third of training and consultancy) Answer member queries via Tai Pawb helpline (using yours and team s expertise) Keep abreast of each members needs, their use of membership benefits and Tai Pawb services. Monitor income and expenditure levels related to Tai Pawb services. Maximise, diversify methods and expand on the amount of regular contact with Tai Pawb members Assist network chairs in facilitating Welsh Housing Equality Network, Accessible Housing Register Network and/or other networks relevant to the role Gain and maintain a comprehensive and continuous understanding of equality and diversity issues affecting Tai Pawb members and their service users Utilise insight into key equality and diversity issues as well as member insight to develop a varied and innovative portfolio of Tai Pawb services with a goal to inspire people and organisations to embrace equality and diversity with an oversight from the Head of Business Engage current and potential advisors and members in new service development or identify existing external services which could be added to Tai Pawb portfolio Manage and operate Tai Pawb services ensuring Tai Pawb delivers impactful, innovative and inspiring high quality services. Monitor quality, usage and impact of Tai Pawb services. Develop service agreements for support required, liaise with advisors with regards to requirements and oversee maintenance of service agreements Develop and deliver quality assurance framework for Tai Pawb services and promote the results to members and stakeholders Develop and deliver impact tracking framework for Tai Pawb services and promote the results to members and stakeholders

6 JOB DESCRIPTION Keep abreast of innovation and developments in equality and diversity services Review and handle complaints and queries Provide relevant support and learning and development opportunities for Tai Pawb advisors With assistance from the Communications and Marketing Officer, use innovative ways to market and promote current and new services Manage further development and delivery of Tai Pawb Quality Mark Further develop, quality assure and manage a network of Tai Pawb advisors to deliver Tai Pawb services, including consultancy and training. Undertake any other tasks as may be required from time to time as a member of a small team with a national remit. Facilitate relevant member networks

7 PERSON SPECIFICATION Essential Desirable Knowledge Qualified to degree level or equivalent experience Good understanding of the role of a national membership organisation Good understanding of the housing sector and housing practice In-depth knowledge of Equality and Diversity practice and innovation Excellent understanding of equality and diversity experiences, challenges and issues affecting communities, professionals and organisations Understanding of how organisations work at different levels and their support needs Experience Networking at various levels and using it in practice Quality assurance and impact monitoring models Relationship/account management Service Development, Improvement and Management Using lateral thinking to find new ways of working Quickly turning focus from issues to solutions Using appreciative inquiry techniques in interacting with people and organisations Managing Budgets Experience in sales and income generation Skills and Strong verbal and written communication skills Ability to communicate in Welsh Competencies Active listening skills Analytical and problem solving skills Ability to engage and collaborate with others to find solutions Tact, diplomacy and persuasive ability Able to work with minimal oversight Strong focus on practical outcomes, results and solutions Demonstrable ability to earn trust and respect through honesty and professional integrity Strong focus on customer needs and experiences Excellent interpersonal and relationship building skills with people at all levels Good standard of IT skills including Excel, Word and Powerpoint or equivalent software

8 MAIN TERMS AND CONDITIONS SALARY: 29,000 PENSION: CONDITIONS OF SERVICE: PROBATIONARY PERIOD: CURRENT BASE: TRAVELLING EXPENSES: LANGUAGE: EQUAL OPPORTUNITIES: RESPONSIBLE TO: Defined contribution pension (5% employer contribution) 35 hr/week with a flexi-time working arrangement 25 days annual leave plus statutory and complimentary holidays 6 months Curran Road, Cardiff with a potential relocation to North-West Cardiff in September 2017 In line with NJC Rates The ability to speak Welsh or other languages is welcome but is not considered to be a requirement for this post. We are an equal opportunities organisation. We do not discriminate against applicants on the grounds of age, race, religion, nationality, sexual orientation, gender, gender identity, disability, marriage and civil partnership or pregnancy. We celebrate diversity and difference. It is a requirement that the person appointed demonstrates these values in how they work. Head of Business HOW TO APPLY Go to Complete our application form and equality monitoring form it to andrea@taipawb.org by 12pm on 16th June 2017 First Interview: 21st June 2017 Second Interview: 27th June 2017