Director of Operations Recruitment. Candidate Pack

Transcription

1 Candidate Pack June 2013

2 June 2013 Dear Applicant, Westward 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 combined compliance and equal opportunities form; Indicate in 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 equal opportunities form. The information requested is purely for equal opportunities 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 westward@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 disappointment. June 2013 Page 2 of 20

3 Applications must be received by Friday 5 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, including key dates, can be found on page 19. If you have any questions, please feel free to contact me on or We look forward to hearing from you. Yours sincerely, Kelly Shaw Senior Associate Consultant June 2013 Page 3 of 20

4 Contents Page Welcome letter from Chief Executive 5 About Westward 6 Job description 10 Person specification 14 Organisation chart Chief Executive Directorate 16 Organisation chart Operations Directorate 17 Principal terms and conditions of service 18 Key dates 19 The press advertisement 20 Further information on Westward Housing Group can be found at: June 2013 Page 4 of 20

5 Dear Applicant, Thank you for your interest in Westward and for requesting further details for the post of Director of Operations. This is a new role that has been created following a reorganisation of our business and will enable the successful candidate to draw together the operational activities of the Housing Management and Asset Management functions. Westward is a major housing group in the south west managing over 7,500 homes, which is financially sound and has great customer satisfaction. We are made up of Westcountry Housing, Tarka Housing, Horizon Homes and South West Homes. We offer a broad range of support and social enterprise services and, as a developing landlord, we build new homes across the region for rent, low cost home ownership and outright sale. We now wish to appoint an Operations Director who can develop our operational services and play a full part in shaping the future of the organisation. We want to continue to be a high performer with a strong commitment to our customers. Westward is a key provider in the region known for its innovative and forward thinking approach. It has committed to shaping its own future by robustly tackling welfare reform, digital inclusion and fuel poverty impacts whilst ensuring we remain financially strong. We know that these are challenging times for both ourselves and our customers. We are determined to support them through these difficult times but in doing so realise it will mean significant change for us. We recognise this means we will need to invest considerable energy in remodelling business processes, objectives and services to embrace the challenges we face. As the new Operations Director you will need to demonstrate that you can make a significant contribution to the business and be able to work at a strategic level. You should have substantial experience and knowledge in the housing sector, be able to demonstrate a track record of managing and motivating staff, have great commercial acumen and show ability to manage complex change programmes. The successful candidate will be given the tools and necessary support to carry out this new role. We have a good track record of encouraging the development of our employees at all levels and recognise that our staff are the key to our success. We hope that you will want to come on board and be part of the continued success of Westward and that from what you ve hear you will savour the challenge as much as we do. We look forward to considering your application. Yours sincerely Barbara Shaw Chief Executive Westward Housing Group June 2013 Page 5 of 20

6 About Westward Westward is made up of Westcountry, Tarka Housing, Horizon Homes and South West Homes. It includes a range of support and social enterprise services as well as a commercial arm. Over 7,500 households in Devon and Cornwall receive landlord or support services from us. As a developing landlord, we build new homes across the region, working in partnership with local authorities to rent homes to those in need. We will work with a wide range of other organisations including housing associations, Devon Rural Housing Partnership, Safer Communities, Racial Equality Council and Local Enterprise Partnerships to address Housing issues across all tenures. We also build and purchase homes to sell affordably on a shared ownership basis, or using the Help to Buy scheme. South West Homes is the Help to Buy agency for all seven counties in the south and helps provide shared ownership and other equity products to help people buy their own home. Horizon Homes sells properties on the open market to both augment neighbourhoods and to provide financial support for the continuing development of our core business and meeting our social purpose. Our mission: Creating great homes and neighbourhoods where people want to live and work. Our objectives: To provide places where people want to live To expand our range of homes and services To be a good employer To deliver great value Our values: Getting it right first time We want to take ownership and responsibility for providing great customer service Fair and consistent We will always treat people and information with the highest integrity and respect Smart and lean Our approach is business-like and focused on delivering great quality and good value for money Can-do approach We want to be helpful and constructive Good to work with June 2013 Page 6 of 20

7 We are always keen to develop professional partnerships to enhance value and best practice What makes us different? Westward is a high performing organisation which is financially strong and has high customer satisfaction. There are a number of characteristics that set us apart from other landlords. Local delivery: due to our size and location we are able to respond promptly and flexibly to our customers needs. Our people: from the caretaker to the corporate support manager, from the director of finance to the plumber, and from the visiting support worker to the housing assistant; nothing could happen without their commitment and hard work in supporting those in need of housing and services. Our success in support services: we are proud of the quality and range of the support services that we deliver to our customers in Devon and Cornwall. Our two social enterprise centres in north Devon offer pathways to work for vulnerable people through horticulture, furniture restoration and re-sales. Delivering the Help to Buy agency service: for the whole of the south west in partnership with Sovereign Housing. June 2013 Page 7 of 20

8 The Westward Way Westward has made a decision to negotiate with the future and address the economic and social challenges we face by being proactive, innovative and diverse. It requires us to have an entrepreneurial spirit underpinned by the streamlining of the organisation through lean-thinking, more mobile working and the refocus of some staff roles accompanied by a learning and development programme that supports our values and culture. We use an increasingly commercial approach by reviewing tenure types, addressing our broader customer base, growing social enterprise and commercial development through Horizon Homes. This will inject funds into the organisation for our social purpose and to create more choices for Westward. A robust financial approach with a strong focus on business basics, income and cost control, and improving the value for money of our services; will enable us to support more customers and build new homes. As the housing sector takes on a cost of 90 million in rent payment transactions, cuts in housing and support grants, and experiences a reduction in the resources of our partner agencies; cost and service quality must be in balance. We remain flexible and work with a variety of partners to maximise efficiency and deliver solutions. We will continue to be responsive to the needs and voice of our customers and communities whilst balancing cost and quality. We communicate and demonstrate to customers and stakeholders that we are a social business which is of primary importance in the region. Good governance Effective governance is key to a successful organisation as the board has the role of providing leadership and direction, in achieving our vision and values. At Westward we have been simplifying our structures and have a streamlined Common Purpose Board. This is made up of members, appointed based on their skills and experience, who carry out their role with the highest degree of integrity. Going forward we must build on our approach to co-regulation through the role of the customer scrutiny panel and our menu of options for engaged customers; as well as considering the role of the democratic filter. Work has already commenced on revising our approach and strategy to value for money. Achieving our aspirations To achieve our aspirations during the next three years we will need to review all aspects of our organisation, our processes and structures; amplifying what we already do well and, where necessary, embracing new ways of working and a more business-like approach. We will need to remain flexible and work with a variety of partners to maximize efficiencies and deliver solutions. June 2013 Page 8 of 20

9 Most importantly we will need clear leadership, vision and commitment plus the invaluable support of our staff to guide us through this period of considerable change and challenge in order to shape our future. Financial viability will be fundamental to our success. 11 By 2016 our customers will tell us that we provide great homes and services. We will be delivering a range of products from social housing to outright sale. Westward will be recognised as one organisation which is maximising the value of its resources, delivering maximum return to its customers and is seen as an employer of choice within the region. Key projects we are currently focusing on include helping customers with welfare reform such as home swap events, digital inclusion, fuel poverty and green energy and ongoing lean reviews. Westward in Numbers Turnover: 32 million Housing properties: 141 million (net of social housing grant) Total housing stock owned and managed: 6,500 Employees: 352 Local authorities in which we operate: 14 Customers affected by under-occupation: 770 Customers affected by benefit cap: 10 Customers affected by universal credit: 50% June 2013 Page 9 of 20

10 Westward Job Description Job title: Director of Operations Responsible to: Group Chief Executive Responsible for all staff within; Customer Services, Asset management, Customer Engagement and Health and Safety. Main purpose of job 1. To take financial and operational responsibility for Westward s housing operation ensuring great customer services which are efficient and effective (VFM). 2. As a member of the Senior Management Team (SMT), contribute to corporate decision making, business planning and the overall management of Westward. 3. To work with the Chief Executive to ensure that the boards of Westward fully discharge all their legal and regulatory responsibilities. 4. To represent Westward effectively to its stakeholders with the aim of ensuring that Westward is aware of and responsive to opportunities and maintains an excellent reputation for service delivery and innovation. 5. To contribute to risk assessment planning for the Group and lead on operational risk management for the Operations directorate. 6. To uphold and promote the values of Westward and our commitment to customer care. 7. To demonstrate a high level of commitment to equality and diversity. Principal Tasks and Duties 1. As a member of SMT, develop and implement Westward s strategy and business plans and contribute to effective corporate management and budgetary control. 2. Create, manage and lead a cohesive team to deliver the housing operation June 2013 Page 10 of 20

11 function which is responsible for: The organisation s asset management service which includes planned, cyclical, day to day and Westward Property Services. Housing management and customer engagement Health & Safety 3. Monitor and challenge performance to ensure that business plan targets and budgets are delivered. 4. Improve Westward s performance by developing measures and criteria for success including benchmarking and carrying out evaluations on outcomes (successes and lessons learnt). 5. To constantly assess the operating environment and look for ways of improving services to ensure we deliver a great service for VFM. 6. Maintain an awareness of national/political trends in the sector and plan accordingly to ensure that services are appropriate and responsive to the changing requirements of funders and stakeholders. 7. Ensure the delivery of an effective customer engagement strategy for Westward that allows customers to contribute to the design and delivery of customer services. 8. To ensure the delivery of a programme of initiatives that support customers in maintaining their tenancies and assists them in meeting their aspirations. 9. To ensure targeted community activity to enhance the neighbourhoods where we operate. Group Competence Framework The Westward Housing Group has a Competence Framework that applies to all roles. This sets out behaviours that are expected of staff. Individual levels will be agreed as part of the appraisal process. The following competence applies to all staff: Behaving Professionally Demonstrates consistent commitment to Westward Values as stated below: Values June 2013 Page 11 of 20

12 Getting it right first time Fair and consistent Smart and lean Can-do approach Good to work with Equality and Diversity Demonstrates commitment to Equality and Diversity in line with Westwards Equality and Access policy. Westward Policies and Procedures Maintain knowledge of Westward policies and procedures and follow relevant policies in day to day work. General Responsibilities: 1. Confidentiality The post holder must maintain confidentiality of information about staff and residents and the Group s business and be aware of the Data Protection Act Standards of Business Conduct The Group expects all employees to maintain the highest standards of personal and business conduct at all times. The Group staff handbook sets out the Group s expectations under sections: Code of Conduct and Declaration of Interests, copies are available from the Human Resources Department at Templar House, Newton Abbot. 3. Health & Safety All employees should be aware of the responsibility placed on them under the Health & Safety legislation, to ensure that the agreed safety procedures are carried out to maintain a safe environment. 4. Equality & Diversity The Westward Group is committed to treating all people with fairness and respect. We aim to actively help remove barriers and open doors for our customers and staff and foster good relations within the communities we serve. All employees are required to demonstrate their commitment to the Group s Equality and Access Policy and its values in the course of their day to day work. June 2013 Page 12 of 20

13 All employees must abide by the Group s Equal Diversity Policy and Strategy a copy is available upon request from the Human Resources Department at Templar House, Newton Abbot. 5. No Smoking The Group operates a non-smoking policy in offices. 6. Training and Development To attend appropriate training courses and supervision meetings as required. 7. Communication To attend staff and team meetings. Purpose of a Job Description This is a description of the job as it is presently constituted. Job descriptions are reviewed and updated when considered necessary to reflect any changes to the job being done and to incorporate changes. Employees will be consulted on any changes in their job description in a meeting with their line manager. If agreement is not possible the Group reserves the right to insist on changes by adding to, taking away or substituting duties; provided that in doing so we do not change the fundamental nature of the post. June 2013 Page 13 of 20

14 Westward Person Specification Essential Desirable Qualifications and ability Degree standard of education or relevant qualification. Evidence of continuous learning. Relevant qualification. Experience/ Knowledge Proven track record of staff management at a senior level in a people-focused organisation. A track record of delivering success. Experience of managing complex change projects, engaging key stakeholders and achieving improved service delivery. Experience and knowledge of planned, cyclical and day to day maintenance requirements. Construction and management of budgets. Experience of working with Boards of executive and non executive Directors. A track record of working at a strategic level and making a contribution to the direction of the organisation. Experience of managing a DLO. Relevant Skills Ability to manage and motivate staff to deliver great services. Proven business acumen and commercial awareness. Operating and implementing performance management systems. Robust and effective leadership skills. Highly developed communication skills with the ability to engage with people at all levels Able to contribute to the strategic management and development of Westward. Able to negotiate and persuade. Able to analyse complex data, draw conclusions and make recommendations. Experience of bring projects in on time Risk management Knowledge of the regulatory framework. June 2013 Page 14 of 20

15 and to budget. Able to build effective relationships, internally and externally Other Requirements Commitment to Equality and Diversity. Commitment to promote the best interests of the organisation. Ability to be a team member as well as a team leader Stamina, drive and resilience. Flexibility in working arrangements (willing to work outside normal working hours when needed). Ability to work with confidential information. Access to a vehicle or the ability to use public transport to carry out key tasks and responsibilities of the role to travel throughout the WHG area of operation. June 2013 Page 15 of 20

16 Organisational Chart Chief Executive Directorate June 2013 Page 16 of 20

17 Organisational Chart Operations Directorate June 2013 Page 17 of 20

18 Principal Terms and Conditions (For information purposes only) 1. Position Director of Operations 2. Salary 80,000 pa 3. Place of Work Your normal place of work will be Templar House, Collett Way, Newton Abbott TQ12 4PH, but you will work and perform duties at other locations in the United Kingdom as the company may reasonably require from time to time. 4. Annual Leave In addition to bank and other public holidays you will be entitled to 30 working days holiday in each holiday year. The holiday year runs from 1 st October to 30 th September each year. 5. Hours of Work Your employment is full time and its nature is such that you are expected to work such hours as are necessary for the proper and efficient performance of your duties, with a minimum of hours per week. Normal office hours are from 9.00am to 5.00pm, Monday to Friday inclusive each week with a daily unpaid lunch break of at least 30 minutes. 6. Pension Scheme Employees of the company are eligible for retirement and death benefits under the company s Occupational Pension Scheme. The company does not require you to be a member of this scheme and, if you prefer, you can make your own pension arrangements or rely on the state pension scheme. If you become a member of the scheme, contributions in accordance with the provisions of the scheme will be deducted from your pay for each period and duly paid to the scheme. You have the right to opt out of the scheme, at any time, by notice in writing. Details of the scheme are available from the Finance Department. June 2013 Page 18 of 20

19 Key Dates Application closing date: Friday 5 July 2013, at 12 noon First interviews: Friday 12 July 2013 Second interviews: Thursday 25 July 2013 June 2013 Page 19 of 20

20 Press Advertisement June 2013 Page 20 of 20