Govanhill Housing Association

Transcription

1 Govanhill Housing Association Factoring Assistant Candidate Information Pack

2 Thank you for your interest in our vacant position of Factoring Assistant. This file contains all of the information you will need to apply for the post :- General information regarding the Association Our job advert which can also be found in Employers in Voluntary Housing s website and publications The Job Description and Person Specification A brief summary of the terms and conditions of the post Staff structures The job Application Form is available as a separate Microsoft Word file which you may complete electronically. Please note that the closing date for applications is Monday 22 nd January at 10 am. Interviews will be held on Thursday 1 st February. If you require further information regarding the Association or the position advertised, please do not hesitate in contacting me direct or Morag Williamson, Corporate Services & HR Administrator on or by mwilliamson@govanhillha.org Thank you. Alison Kevan Corporate Services & HR Manager Telephone akevan@govanhillha.org

3 1. Background 1.1 Govanhill Housing Association was formed in 1975 and is a Registered Social Landlord which operates within a Group Structure. 1.2 The Association owns 2,470 tenanted units and is factor to 1,400 owners. 1.3 The Association has a Management Committee and has four sub committees: Development Housing Services Finance & General Purposes Audit 1.4 The Association s Wider-Role activities are provided via the Association s wholly owned, non-charitable subsidiary, Govanhill Community Development Trust, which also owns and manages a portfolio of commercial properties. 1.5 The Association operates from our offices at Samaritan House, part of the former Royal Samaritan Hospital which was refurbished by the Association in Staffing 2.1 The Association s current staffing structure involves 73 (full time equivalent) staff deployed as follows : Director Senior Management Team o Development and Regeneration Services Manager o Housing Services Manager o Finance Manager o Corporate Services & HR Manager Development Team Housing Services Team Finance Team Corporate Services & HR Team Govanhill Community Development Trust

4 Govanhill Housing Association is a community controlled Registered Social Landlord operating in the Govanhill and Merrylee areas of Glasgow. We own and manage 2,470 homes and provide a Factoring Service to a further 1,400 owners. In addition to management of the currently factored stock, we anticipate substantial growth in our portfolio over the next three years through the South West Govanhill acquisition and repair programme funded through and working in partnership with Glasgow City Council and the Scottish Government. FACTORING ASSISTANT EVH GRADE 4/5- Spinal points 9-16 ( 19,827-25,880) We are seeking an experienced Administrative Assistant to support the Factoring Manager in providing an efficient and effective local factoring service to owners and commercial lease-holders whose properties are factored by the Association and to assist in the growth and development of our factoring service. You must have strong communication and admin skills and be committed to the delivery of excellent customer service. Previous experience of working in a customer-facing environment is essential. Further information is contained in our Application Pack which can be obtained from our website: or contact : GOVANHILL HOUSING ASSOCIATION, 79 Coplaw Street, Glasgow G42 7JG Telephone: Fax: recruitment@govanhillha.org Closing date: Monday 22 nd January 2018 at a.m. Interviews will be held on Thursday 1 st February EVH conditions of service will apply. Govanhill Housing Association is committed to Equality of Opportunities and welcomes applications from all sections of the community.

5 Job Description Job Title Factoring Assistant EVH Grade Grade 4 / 5 Reporting to Factoring Manager Salary 19,827-25,880 Department Housing Services Date Reviewed January Main Objectives of the Post. To contribute to the provision of an efficient and sympathetic local factoring service to owners and commercial lease-holders whose properties are factored by the Association. To act as a point of contact for owners regarding a range of factoring issues. To assist in the management of income and expenditure of the Association s Factoring Revenue Account. 2. Accountability. To the Factoring Manager on a day to day basis, and the Housing Services Sub-Committee, and ultimately through the Director to the Management Committee. 3. Positively contribute to the effective management of the Factoring service to deliver an excellent service, support continuous improvement in Factoring and provide advice and support on compliance & best practice. To communicate effectively with owner occupiers regarding the maintenance of their common property. To liaise with the Association s Maintenance Team regarding the instruction of common property repairs. To arrange and attend owners meetings as required. To liaise with Finance regarding owners accounts queries, refunds, cheque requests and adjustments. To assist the Factoring Manager in pursuing factoring income and recovery of debt including issuing reminder letters to owners up to Stage 4 of our arrears process; agreeing and monitoring arrangements within agreed limits. To record change of ownership and ensure that factoring records and systems are kept up to date.

6 To assist the Factoring Manager in applying the Association s Acquisitions Policy regarding additions to the Factoring Portfolio. To liaise with Housing Services staff in dealing with estate management issues affecting owner occupiers. To liaise effectively with the Association s Housing Services, Maintenance, Finance and Development Sections. 4. Ensure effective communication and advice Clearly communicate with colleagues to ensure excellent service delivery. Ensure all interactions with our customers are conducted to the highest possible standards and that all service requests are delivered on time. Respond to customer contact and enquiries, delivering on all customer commitments and resolve customer issues and complaints Communicate with other partners and agencies as required in relation to the key functions of Factoring, reporting any problems to Factoring Manager. Ensure the Association s I.T. system contains up to date information in relation to all owners including changes of ownership. 5. Repairs To communicate effectively with owner occupiers regarding the maintenance of their common property. To liaise with the Association s Maintenance Teams regarding the instruction of common property repairs. To liaise with customers regarding mandated works within required timescales. To arrange and attend owners meetings as required. 6. Account Management To liaise with Finance regarding owners account queries including refunds, cheque requests and adjustments. Arrears management up to Stage 4 of the arrears process. Take payments from owners. 7. Insurance Issue insurance packs to owners.

7 8. System management Record change of ownership and ensure that factoring records and systems are kept up to date. 9. Business development Assist the Factoring Manager in applying the Association s Acquisitions Policy regarding additions to the Factoring Portfolio. 10. Other Duties Liaise with Housing Services staff in dealing with estate management issues affecting owner occupiers. Liaise effectively with the Association s Housing Services, Maintenance, Finance and Development Sections. 11. General Provide cover as directed to ensure continuity of service delivery. Attending meetings including those out-with normal office hours as required. Any other duties as are required by the Association, commensurate with the nature and grade of the post.

8 Person Specification Job Title Factoring Assistant Section Housing Services Grade 4/5 Date Reviewed January Education/Qualifications Essential Desirable 1.1 Educated to Higher / HNC level 1.2 Institute of Residential Property Management or other qualification in factoring 2. Skills, Knowledge and Experience Essential Desirable 2.1 Previous experience of working within a Registered Social Landlord 2.2 Experience of working in a customer care environment with a proven track record in dealing with the public face to face and on the telephone 2.3 Experience of working in a factoring service environment 2.4 Excellent interpersonal and communication skills (written and verbal). 2.5 Ability to work under pressure 2.6 Ability to work well as part of a team 2.7 Ability to maintain accurate, up to date and complete records 2.8 Ability to work using own initiative and with the minimum of supervision 2.9 Excellent organisational and administrative skills 2.10 Excellent I.T. skills with a working knowledge of Microsoft Word and Excel and mail merges 2.11 Experience of using Capita Housing software 2.12 Ability to meet targets and deadlines in accordance with set procedures and policies 2.13 Ability to speak a community language particularly Urdu, Punjabi, Slovak or Romanian 2.14 A commitment to equal opportunities

9 3. Personal Characteristics Essential Desirable 3.1 Flexible approach to work 3.2 Appreciation of Housing Association values 3.3 Ability to work outwith office hours

10 RECRUITMENT OF FACTORING ASSISTANT SUMMARY OF PRINCIPAL TERMS AND CONDITIONS OF EMPLOYMENT Govanhill Housing Association is a member of Employers in Voluntary Housing (EVH) and the terms and conditions for this job largely follow the EVH terms. A summary of the principal areas are as follows: Salary Scale The current EVH salary scale for this job is Grade 4/5 (Spinal Points SM9-16) 19,827-25,880. Hours of work This post is for 35 hours per week and a flexible working system is in operation. Holiday Leave 25 working days holiday leave and 15 days general and public holidays is available. Pension Scheme The Association is a member of the Scottish Housing Associations Pension Scheme which you have the option of joining 3 months after your start date. Notice Period One month by either party. This summary is for general guidance of applicants and will not form part of the contract of employment. Any offer of employment will be subject to the receipt of satisfactory references.

11 Staffing Structure

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