Management of: The key roles for Development Officer are:

Transcription

1 Job title: Development and Housing Officer (Northern Ireland) Job family: Golden Lane Housing Reports to: Development Manager (North) Dotted Line Report: Housing Manager (North), Property Surveyor (North) Location: Omagh or Derry - Londonderry Term: Part-time 1-year initial contract Management of: N/A The key roles for Development Officer are: Sales and Growth manager Service Delivery Financial Performance Market Expert Property Support Relationships manager Sales and Growth manager The Development Officer is responsible for contributing to the delivery of the growth plan in Northern Ireland and is accountable for the achievement of growth KPIs. This role needs to utilise all internal support to achieve this both within GLH and wider Mencap Personal Support teams. This role will have a proactive and confident approach to identifying and exploiting new opportunities across the Province. The role will lead on and support the development of new build, acquired and leased properties. Takes accountability for implementing the regional business development plan with the Development Manager and Housing Manager, that achieves the growth targets required Takes accountability for successful achievement of individual set KPIs (agreed at annual Shape Your Future review) in relation to business growth and fully contributes to achievement of all regional KPIs 1 03/05/2018

2 Identifies, develops and exploits existing and new business opportunities, maximising regional product effectiveness Ensures an agreed number of business development calls and visits per month are made to maximise the opportunities available Uses agreed internal systems to track business development activity and can talk confidently on current position against growth targets Measures: accountability meetings, appraisal and performance review, 360-degree feedback, joint achievement of KPIs, evidence of new contacts, customer and stakeholder feedback, Customer Relationship Management system, number of new tenancies Service Delivery The Development Officer will be responsible for ensuring that housing management services are delivered to GLH requirements in line with outcomes, KPIs, quality and GLH delivery standards. They will deliver a high performance culture focussed on service delivery and the achievement of targets, to provide a high quality service to tenants that supports their wellbeing. Has a full understanding of all housing management service delivery requirements including outcomes and finances, providing guidance and support to the tenants Responds to all tenancy queries, in the first instance trying to resolve and provide an immediate solution or an agreed plan of action that may then involve other internal or external stakeholders Deals with the handover of new tenancies in the region Responsible for filling both development and management voids in conjunction with Support Provider and Health and Social Care Trusts Highlights to the Housing Manager any problems or issues at an early stage with delivery and plays an active role in problem solving, including repairs issues and compiling evidence to support exempt accommodation Provides Housing Management services including, tenancy management, managing voids, and lettings to prospective tenants Liaises with income team over rental income (including liaison with and maximising Housing Benefit) and managing service charges Demonstrates that housing management services comply with any regulatory, contractual and GLH standards, completing effective records and reports in a timely way to the Housing Manager Complies with GLH policies, procedures and forms and keeps up to date with changes Seeks feedback on service from all stakeholders and reports this information to the Housing Manager the well-being of our tenants. Measures: Debtor performance, void rates and turnover, Service Review outcomes, critical incidents, service standards and requirements met/not met 2 03/05/2018

3 Financial Performance The Development Officer is responsible for ensuring new schemes in relation to income and expenditure are managed efficiently. They will ensure that schemes are fit for purpose in meeting the needs of new tenants. Through developing new services, meet the new income projections in-line with agreed budget and control of expenditure Responsibility for assessing financial viability of new services Manages the budget, set up costs and cash flow forecasts for new services Achieve acquisition and development income target Highlights commercial risks and works pro-actively with the regional team in completion of the Due Diligence process and the mitigation of contract, financial and service delivery business risk Meets agreed void and debtor financial targets Understands financial risks and can recommend remedial action to Housing Manager Demonstrates ability to make most cost effective use of resources and money Measures: Accountability meetings, appraisal and performance review, 360-degree feedback, joint achievement of KPIs, completed and approved due diligence, budget and income achievement, expenditure control Market expert The Development Officer is responsible for delivering the regional business development plan. This role will also support the development of the marketing plan required to achieve this. This role will draw on local knowledge gained through liaison and regular communication with identified external stakeholder groups, operational teams and the PS Commercial Team, to implement a successful marketing approach that supports growth. KPIs Has a full understanding of the social and private housing and care market in the region Provides information to the Development Manager, Head of Development, Marketing Manager and Mencap Team identifying potential new business and product opportunities Has a full knowledge of Northern Ireland regulatory requirements e.g HMO, Landlord Registration Contributes to the regional marketing delivery to achieve growth targets Works in close liaison with Mencap Personal Support team to build business opportunities 3 03/05/2018

4 As the subject matter expert coach, train and develop operational staff on the achievement of commercial targets, i.e growth Accountable for the successful implementation of new or rebranded products in the region To adhere to policies and procedures and mode of communication for development of services Measures: accountability meetings, appraisal and performance review, 360 degree feedback, joint achievement of KPIs, evidence of successful delivery of Business Development Plan, successful new projects established, complaints data. Property Support The Development Officer will support the regional team deliver an effective property service to all our tenants in liaison with the Property Team. Will be pro-active in responding to property related matters and will either resolve or will enlist the support of the specialist services whilst still owning the query with the tenant Support of reactive repairs including post and pre inspection programme and obtain customer satisfaction monitoring information to improve services Supporting the monitoring of contractors in conjunction with Property Coordinator for quality of works Works with Property Surveyor to ensure the stock condition survey is kept up to date Demonstrates support on adaptations, warm front grants etc. to tenants Measures: Participation in team meetings, 360 from team members, Service Review ratings, tenant satisfaction Relationships manager The Development Officer will create influential relationships with all external and internal contacts. They will make full use of all expertise across PS teams/functions to further secure existing business and new growth and development opportunities. They will develop credible and effective relationships that will enhance and raise GLH and. Creates effective external relationships and partnerships to achieve business growth Effectively represents and promotes GLH and Mencap in order to grow the business Ensures high levels of customer and stakeholder satisfaction are achieved to sustain business Develops and maintains excellent working relationships in order to achieve the regional plan Promotes Personal Support as the provider of choice for personal care and support to commissioners 4 03/05/2018

5 Positive working relationships with Mencap, other support providers, Health and Social Care Trusts and Northern Ireland administrative departments Measures: Accountability meetings, appraisal and performance review, 360 degree feedback, joint achievement of KPIs, new business achieved, repeat business, customer feedback, partnership working, number of new tenancies supported by Mencap PS 5 03/05/2018

6 Person Specification In addition to the things below, in Mencap we expect our employees to: be positive about working for Mencap and to demonstrate this to all the people they come into contact with work well with all of their colleagues take responsibility for their own development Skills/competence requirements Essential/desirable Professional conduct and attendance E Strong verbal and written communications skills especially in a business context E Good interpersonal skills, empathy and understanding E Record keeping and reporting E Building positive relationships/partnerships E Judgement/troubleshooting skills E Working to targets E Handling complexity E Team work E Ability to undertake and lead on housing service design E Self motivated and pro-active E Project management skills E Finance management skills E Experience Proven successful track record in managing business submissions D Strong Business Development and Sales experience E Evidence of building successful relationships that support and promote housing services and products E Experience of managing a portfolio of service / product types E Experience of managing service quality processes D Experience of managing a Development activity including new build E Management and financial management processes D Experience of delivering and housing services D Knowledge Detailed knowledge of housing E Knowledge care sector D Knowledge housing service design D 6 03/05/2018

7 Knowledge contractual requirements D Other Extensive travel in Northern Ireland and occasional visits to other parts of the UK is required therefore a full UK Driving Licence is essential Must be based in Northern Ireland 7 03/05/2018