Deputy Head of Member Support

Transcription

1 Deputy Head of Member Support Applicant Information Pack 1

2 Welcome 3 Our strategic plan 4 Our structure 5 The role 6 Key tasks 7 The Person 8 Benefits 9 How to apply 11 2

3 Welcome As Scouts, we believe in empowering young people with skills for life. We encourage our young people to do more, learn more and be more. Each week, we give over 460,000 young people the opportunity to enjoy fun and adventure while developing the skills they need to succeed, now and in the future. We re talking about teamwork, leadership and resilience skills that have helped Scouts become everything from teachers and social workers to astronauts and Olympians. We believe in bringing people together. We celebrate diversity and stand against intolerance, always. We re a worldwide movement, creating stronger communities and inspiring positive futures. Having just launched a new strategic plan: Skills For Life: Our plan to prepare better futures, this is an incredibly exciting time for Scouting in the UK. We welcome talent from all backgrounds and your contribution to help even more young people succeed in life. Tim Kidd, UK Chief Commissioner Matt Hyde, Chief Executive Our values Integrity Respect Care Belief Cooperation 3

4 Our strategic plan By 2023 we will have prepared more young people with skills for life, supported by amazing leaders who deliver an inspiring programme. We will be growing, more inclusive, shaped by young people and making a bigger impact in our communities. Society is changing. In often fragmented communities, the pressures and expectations on young people are increasing. The future is uncertain. Scouts has never been so important in helping young people prepare for the future, developing the skills they need to succeed in a changing world. Each week almost half a million young people enjoy fun, friendship and outdoor adventure. They develop a sense of optimism and strong values as well as the leadership and team working skills that are more valuable today than ever. Our movement achieves remarkable things. We have continued to grow for 13 consecutive years. Our previous plan, Scouting for All, inspired new Groups and sections to start in an additional 834 areas of deprivation since We now help over 460,000 young people aged 6-18 (including 102,000 girls) get the best possible start in life. Our social action campaign, A Million Hands, has enabled over 250,000 young people to make a positive contribution in their local communities. Now we want to go further. Skills for Life is a strategy that supports and empowers our volunteers who are the people that make Scouts a reality. It s a strategy to bring communities together and contribute towards a better society. But most of all, it s a strategy for young people. They deserve the best skills, the best support, and the best possible futures. I believe that Scouts empowers young people. It gives them skills to achieve the remarkable, and opportunities to develop a deeper understanding of the rapidly changing world. Tim Kidd, UK Chief Commissioner 4

5 Our Structure The UK headquarters of the Scouts is based at Gilwell Park, Chingford, London, and is operationally divided into four directorates Chief Executive Communications Commercial Services Operations and Transformation Support Services Scout Store Unity Insurance Operations and Transformation Directorate Operations and Transformation Directorate Chief Operating Officer Strategy Delivery Operational Delivery and Compliance Chief Operating Officer s Office Head of Chief Operating Officer s Office Strategy Delivery (Programme) Chief Programme Officer Safe Scouting Head of Safeguarding Strategy Delivery (Volunteering) Head of Volunteering Member Support Head of Member Support Transformation Chief Digital Officer Project Management Head of Project Management Office 5

6 The role Responsible to: Head of Member Support Department: Member Support, Operations and Transformation Directorate Base Location: Gilwell Park, Chingford, North London Term: Permanent Salary: 48,670 inclusive of Outer London Weighting (Band H) Hours: 35 hours/week Line Management Responsibility: Budgetary responsibility: 5 direct reports including managers Responsible for managing agreed income/expenditure budgets Internal Relationships: Team UK, Regional Commissioners, County Commissioners, Heads of Department in other directorates, staff in the devolved Nations and Association staff External Relationships: The general public, statutory agencies, contractors and other stakeholders *The above list is provided for guidance only and is not an exhaustive list of all the contacts with whom the postholder may be required to liaise. Core purpose The purpose of this role to take responsibility for the leadership of the Member Support team, to provide a multidisciplinary approach that provides support to members of the organisation. This includes the Information Centre, Volunteering, Technical and Programme business as usual support activities, processes for Youth and Adult Awards and overseeing Compass support. Also to take responsibility for ensuring that services are developed and implemented consistently and to the highest quality, placing member support at front and centre of the team s work. 6

7 Key tasks Lead and manage members of the Member Support Team, ensuring the highest level of customer and member service is provided at all times. Ensure the provision of a one-stop-shop for member support and enquiries, ensuring that wherever possible an informed, accurate and customer focussed response is provided to all enquiries. To ensure business as usual functions are delivered to support the membership such as editing documents, providing advice to other departments and teams, feeding back information from members to inform developments and ensuring timely responses to queries. Ensure Adults and youth members are recognised and rewarded for achievement and oversee the processes involved. Ensure that all Member Support services are made available in line with the needs of the Movement, balancing demand against costs and other limitations. Ensure the accurate monitoring, recording and reporting of demand, customer experience and other metrics to ensure the most effective use of resources in order to provide the most efficient and effective customer experience. Ensure the ongoing development of the services provided by the Member Support Team, improving both the quality and efficiency of the service including working to develop more self service and digital solutions for members. Work with Head of Member Support to devise and implement standards for service delivery (e.g. UK support centre, reward and recognition function, etc.) ensuring that remediation plans can be readily put into action where service standards fall below agreed targets. In partnership with Head of Member Support, staff and volunteer colleagues, assist with design and delivery of innovative ways to ensure that members and members of the public have highly engaging interactions with the organisation s headquarters through the UK support centre and national/international events. Prepare and communicate reports on service delivery to provide assurance against agreed targets and where appropriate highlight issues with plans to address them. Provide proactive and diligent support to Team UK and the Awards Advisory Group including ensuring that the recruitment and induction of new member is robust and meets the needs of individual roles. Oversee the management and processes for disclosure of adult volunteers and liaise with external authorities as necessary. Manage the budget for the Member Support team and ensure accurate forecasting. Deputise for the Head of Member Support. Contribute to the overall success of the Transformation and Operations Directorate in the creation and implementation of strategies, polices and initiatives and support the creation and implementation of member facing services and events that meet agreed outcomes. Any other duties as reasonably requested by the Head of Member Support Safeguarding rules - Yellow card The post holder agrees to comply with the safeguarding rules as set out on TSA s yellow card at all times and be willing to undertake a DBS check. 7

8 The person We are looking for This is an exciting role for an individual who has a passion and drive for supporting adults and young people to develop skills for life. This role is crucial in ensuring the best possible support is provided to members through a variety of teams. We are looking for someone who understands customer service and is willing to constantly strive to provide better service/support to our members. This role will manage diverse teams in both focus and size and work in partnership with volunteer colleagues. Skills and Abilities Very high level of interpersonal skills, able to work effectively with a wide range of internal and external stakeholders High level of planning, organisational and problem solving skills. First class communication skills Team work/team leadership skills Management of diverse workload, able to prioritise and work within deadlines and budgets Management of people to achieve results Ability to work on own initiative Knowledge and Experience Educated to degree level (or equivalent experience) Knowledge of approaches to effectively support customers / members (E) Knowledge of Scout Programme and Volunteer journey (E) A knowledge of relevant legislation, with particular reference to the Safeguarding Vulnerable Groups Act, the Safeguarding Vulnerable Groups (Scotland) Act and the Data Protection Act (D) Experience of managing high quality customer / member facing services (E) Previous responsibility for delivery on time, in budget and to quality, of a variety of projects, or initiatives (E) Values and Personal Qualities Commitment to young people; understanding of their needs and a passion for supporting them to be their best A self starter with initiative to pre-empt problems and think creatively to recommend solutions A self-aware, positive and approachable leader Open, confident and collegiate with the ability and willingness to challenge constructively, and to receive challenge, and to work effectively internally and externally Able to maintain an up to date knowledge of technical competency areas and take a proactive approach to self-development and performance improvement Other essential criteria Available for occasional travel/unsociable hours, weekends/evening work (E) Acceptance of the values of Scouting (E) Mature, positive, personable, approachable manner (E) Current driving licence (E) 8

9 Benefits Holiday Entitlement: 25 days per year plus bank holidays. This increases after two years service to 28 days and after five years to 32 days. Additional Holidays: We operate an office closure during the Christmas and New Year holiday period that provides up to an additional 3 days of extra leave. London Weighting: In addition to a competitive salary we also provide London weighting to staff if located inner/outer London. Looking after your health and wellbeing Simply Health Scheme You will have access to a medical scheme to help you with the cost of your everyday healthcare fully funded by the Association such as optical, dental and many more. You will also get access to the Gym discount, family days out discount and online health risk assessment. Sickness absence We pay sickness above the statutory minimum requirement. (Above benefits apply to employees upon completion of three months in their role unless otherwise stated) Food and drink Subsidised lunch is provided to all employees when they are working at Gilwell Park between Monday and Friday and free beverages are available at all sites. Looking after your future Generous Pension Scheme We are committed to providing our staff with a best work place pension scheme that is highly competetive in the third sector. For all employees, the Association has a Group Personal Pension Plan with the Scottish Widows.. This plan allows employees to contribute a minimum of 2% of their gross salary up to the maximum allowed within HMRC limits. The Association will contribute twice your contribution, up to a maximum of 10% of gross salary. Employees can benefit further by saving your own and the TSA National Insurance contribution that is paid into your pension pot. Life Assurance All employees are covered by a scheme which pays four times the basic salary in the event of death in service. Getting to and from work Car parking 9

10 All sites offer free car parking to employees. Minibus Service (Gilwell Park) A minibus service is provided which collects colleagues at 08:20, 08:35. 08:50 from Chingford Station. This service also drops colleagues off to the same location at 16:30, 16:45, 17:00 and 17:15. Cycle to Work scheme This scheme is a form of salary sacrifice which enables employees to purchase a bicycle through the Government s Cycle to Work Scheme and can save you up to 42% on the retail value (depending on the employees tax bracket). We are proud to be a family friendly employer Personal Days Up to four personal days paid leave a year. Maternity/Paternity Leave We pay maternity leave above the statutory minimum requirement. Childcare Vouchers This scheme is a form of salary sacrifice, enabling employees to purchase childcare vouchers. Start and finish time Employees can apply for some flexibility on their start and finish times of work. Making your money go that little bit further Scout Store purchases Employees can make purchases from Scout Store with a discount of 25% on certain items, excluding uniforms. Online Benefits Portal Our online benefits portal allows you to tailor make your own benefits package. Developing yourself and others Study and volunteer leave Special leave includes paid leave for volunteering and study leave 10

11 How to apply In order to apply for this role, please complete our Application Form and our Diversity Monitoring Information: Please submit completed application forms by to When submitting your application form, please rename the file as your name and when ing the application form please remember to put the name of the role in the subject line of your . The closing date for applications is 09:00 am on Thursday 01 November 2018 The interviews will be held on Tuesday 13 or Wednesday 14 November 2018 at Gilwell Park, London E4. If you would to discuss the role in more detail, please contact Head of Member Support on 11