Thank you for your interest in employment with Maryhill Housing Association.

Transcription

1 Recruitment Pack Post of Customer Adviser (35 hours a week) Permanent Thank you for your interest in employment with Maryhill Housing Association. The recruitment information pack for the above vacancies contains the following documents: Organisational Values Summary of terms and conditions Guidance notes for applicants Staff Structure Our Operating Principles Maryhill Stars Framework Job Description and Person Specification Application Form Equal Opportunities Monitoring Form Please complete the Application Form and Equal Opportunities Monitoring Form and return to Marie Murphy at Maryhill Housing Association, 45 Garrioch Road, Glasgow, G20 8RG or by to recruitment@maryhill.org.uk no later than 12 noon on Friday 6 April Late applications will not be considered. You must complete all sections of the application form and should also note that CV s and/or any other material will not be considered.

2 Our Core Values Our Vision Inspiring passion in people, for our homes and for our community We want to inspire; we want people to feel they can do it and anything is possible. Our vision is about inspiring MH s people - our team and also our customers. We want to inspire people to make the most of their talents and skills and to build confidence and capacity those people who work directly for us and people out in the Maryhill community. Our Values To be friendly, honest, and respectful Our history Maryhill Housing has a stock of around 3,000 houses based in the G20 postcode area. We are excited to be celebrating our 40 th anniversary in 2017! Maryhill Housing has approximately 90 staff members spread across various locations. Our Head office is on Garrioch Road and we have a local office located within our multi-storey flats at Glenavon Road. We also have a Neighbourhood Station and two sheltered housing complexes. The association has been involved in five main phases of development: The rehabilitation of tenement flats on or close to Maryhill Road New build developments in gap sites The stock transfer of a local authority estate, linked to a phased programme of decanting, demolition and rebuild The second stage transfer from Glasgow Housing Association of approximately 2,400 properties in June Post transfer growth and development. We ve been on an improvement journey since stock transfer and over the past two years have undertaken a programme of significant cultural and structural change. We ve invested in our stock and our people and have seen increased satisfaction with our services. Our Long Term Aims What we ll do: Create a real sense of community and help people thrive Provide the best homes and create places where people love to live, work and play Build a reputation for excellence and being ahead of the game How will we do it? By making sure our people and communities shape and influence our services We ll listen, we ll learn, we ll act

3 Summary of Principal Terms and Conditions of Employment Maryhill Housing Association is an EVH (Employers in Voluntary Housing) employer and the terms and conditions for this post are largely in accordance with EVH terms and conditions. Salary Scale: The salary scale for the post of Customer Adviser is EVH Grade 5, PA13 PA16, 23,904-26,566 (as of 1 April 2018) per annum (pro rata). Duration of Contract: Permanent Hours of Work: Our standard working week is 35 hours. A flexi - time system is in place, subject to appropriate service delivery to customers Place of Work: Garrioch Road office Annual Leave: We offer 25 days annual leave per year (pro rata) Public Holidays: 15 days per year (pro rata) Pension: Maryhill Housing is a member of the Scottish Housing Association Pension Scheme (SHAPS) Defined Contribution pension scheme.. This summary is for general guidance only and will not form part of the contract of employment.

4 Guidance Note for Applicants on Completing the Application Form Please read these notes carefully they are to help you make the best of your application. 1 The form should be typed or completed in black ink or black ballpoint pen for photocopying purposes. 2 Please do not send in your Curriculum Vitae. 3 One of your references should be your present or most recent employer. If you have not been employed or have been out of employment for a long time, you may wish to give the name of someone who knows you sufficiently well to confirm the information you have given and who can comment on your ability to do the job. Please note that referees will not be contacted prior to interview. 4 The enclosed Person Specification lists the minimum essential requirements for the post. When short listing for interview, the panel will only consider the information contained in your application form and will assess this against the Person Specification. 5 The Selection Panel will not make assumptions about the nature of work you have done against a list of job titles. It is therefore important that you use the space provided to detail your experience and skills. Neither is it enough for you to state that you meet the requirements; you must demonstrate this to the panel. Work, paid or voluntary, is not the only means of showing that you meet the requirements of the post. Life experience and skills are just as valid, as long as you are able to demonstrate this. 6 If you are short listed for interview, the Selection Panel will wish to discuss the areas covered in the Person Specification in more detail. In particular, the panel will assess your commitment to and understanding of Diversity &Equal Opportunities. 7 If you are related to any members of staff, Board members, consultants, contractors or suppliers to the association, this should be shown clearly on the relevant part of the form. This will not necessarily be detrimental to your application. 8 A Basic Disclosure Scotland check will be required for the majority of posts. Certain posts will require PVG membership or a Standard Disclosure Scotland check.

5 Housing Management Structure Head of Housing Housing Manager (grade 8) Housing Manager (grade 8) Customer contact team leader (grade 7) Neighbourhood Team Leader (grade 7) Neighbourhood Team Leader (grade 7) 7 Housing Officers (grade 7) 1 Financial Support Officer (grade 7) 2 Financial Support Officers (grade 7) 6 Housing Officers (grade 7) 4 Customer Advisers (grade 5) 1Rretirement Housing Officer 1 Retirement Housing Officer 2Apprentices (grade 3)

6 Our Operating Principles Operating Principle We are caring and supportive and we... We are friendly and we.. We take time to listen and communicate and we.. We are open to learning and growing and we.. We like to have fun and we.. We are open, honest and approachable and we.. We trust and respect each other and we.. We celebrate our successes and we.. How we do it? - can be ourselves - work with others through difficult times and offer help when needed - encourage each other to stay healthy and get the right work/life balance - smile - take time to get to know each other - take every opportunity to talk face-to-face - take care to communicate clearly - explain why we are doing what we are doing, or asking others to do - will boldly go - we will understand why things go wrong and get it right next time - find ways to innovate taking ideas from inside and outside MHA - dare to be different - don t take ourselves too seriously - enjoy a bit of banter! - can talk to each other about anything - admit when we ve got it wrong or made a mistake - get it all out on the table - treat each other as we like to be treated and love diversity - appreciate people s day to day work not just their outstanding moments - involve people in decisions that affect them - talk about what we are proud of - tell people how we make a difference, however small

7 Maryhill Stars Criteria Offers solutions and constructively challenges with confidence Is outward looking - building and using external networks, looking at good practice and suggesting different and better ways of doing things on a regular basis Behaviours: PA 1-3; Apprentice / trainees TAS 1-3 Is constructive in raising issues with managers, takes an active role in team meetings and makes suggestions to make things better Reviews working practices and comes up with ideas to improve the way things are done Behaviours: PA grade 4-5 TAS 4-5 Is constructive in raising issues with managers, takes an active role in team meetings and makes suggestions to make things better Reviews working practices and comes up with ideas to improve the way things are done, bringing experience from elsewhere to Maryhill. Behaviours: PA grade6-7 / TAS -6 Is constructive in raising issues with managers, takes an active role in team meetings and makes suggestions to make things better. Challenges and supports peers to improve their performance. Builds networks in other associations and brings best practice from professional memberships into the Associations. Uses this to suggest new ideas to improve the way things are done Behaviours: PA grade 8-9 Is constructive in raising issues with managers including CEO and Directors. Also invites and welcomes and responds to feedback from teams and peers. Approaches difficult or challenging conversations positively. Has a strong senior network in other Associations. Always looks outside the Association when investigating an issue or developing new ideas. Holds professional memberships and use these to bring best practice in Maryhill. Actively benchmarks and shapes service in response to external best practice. Represents MH excellently as an ambassador and role model in any environment with passion and a positive attitude - with customers, colleagues, partners, contractors and across the housing sector Always speak positively about Maryhill Housing to customers, colleagues and contractors. Always speak positively about Maryhill Housing to customers, colleagues and contractors. Actively promotes activities on social media. Develops positive, constructive relationships with contractors Always speak positively about Maryhill Housing to customers, colleagues and contractors. Actively promotes activities on social media. Develops positive, constructive relationships with external partners. Holds contractors to account. Actively seeks opportunities to promote the work of Maryhill in the wider sector, for example speaking at events, writing articles in relevant press. Actively champions social media amongst team members. Develops positive, constructive relationships with external partners. Formally holds contractors to account. Actively breaks down organisational barriers and works across the business to deliver better outcomes for customers and get the best out of our people Is a self-starter; taking initiative and ownership of performance and always seeing things through Takes the time to get to know team members from across the organisation Learns new procedures, exploits new technologies and helps colleagues to do the same. Takes the time to get to know team members from across the organisation. Has face to face discussions rather than relying on s. Offers help and assistance to colleagues. Actively manages own workload, prioritising between tasks. Plans effectively to meet deadlines. Actively co-ordinates the Association s services around the needs of the customer, for example taking initiative to ensure issues are resolved outside of their direct responsibility. Actively manages own and team workload, prioritising between tasks. Plans effectively to meet deadlines. Does not rely on management direction to carry out role effectively. Leads cross-organisational project groups to deliver on key initiatives. Encourages and empowers team members to focus on wider organisational goals not just team tasks and outputs. Leads the development and delivery of team service improvement plans. Delegates effectively to creates leads within the team. Proposes key annual priorities and takes an active role in shaping longer term plans. Always meets deadlines and completes tasks. Is consistently focused on our customers and their needs; building great rapport Smiles and is friendly, polite and professional to customers at all times, even when challenged. Smiles and is friendly, polite and professional to customers at all times, even when challenged. Always fulfils promises to customers. Smiles and is friendly, polite and professional to customers at all times, even when challenged. Always fulfils promises to customers. Proactively manages customers expectations. Actively gets to know customers and takes the time to form genuine relationships. Designs services around the needs of customers, internal or external. Actively seeks to learn about customers and seek feedback to better meet their needs. Ensure teams always fulfil promises to customers. Ensure all communication proactively manages customers expectations. Actively gets to know customers and takes the time to form genuine relationships. Loves a challenge and takes it on as well as taking every opportunity to learn, stretch themselves and volunteer - including outside their job role Volunteers for new or different tasks, particularly outside of direct role. Volunteers for new learning opportunities and reflects to identify development needs. Takes part in groups and activities outside of job role. Volunteers for new learning opportunities and reflects to identify development needs. Take part in groups and activities outside of job role. Volunteers their own time to further their professional development. Volunteers to lead new initiatives or projects in the Association, even if outside of specific remit. Encourages and supports team members to prioritise their own development and actively seek opportunities for team members to stretch, learn and develop. Achieves brilliant performance; regularly exceeding their agreed goals Always follows procedures, receives positive feedback from customers and maximises productive time. Always follows processes and procedures, receives positive feedback from customers and achieves performance goals. Assists in the development of effective processes and procedures and is always compliant. Receives positive feedback from customers and achieves performance goals and hits project deadlines. Leads the development of effective policies and procedures. Actively celebrates team successes. Shoulders blame. Develop a performance management framework and culture in their area of operation. Hold colleagues and team members to account. Ensures teams hit performance targets and achieve project deadlines.

8 Job Description Role Title: Customer Adviser Reporting To: Customer Contact Team Leader Grade: EVH Grade 5 ( 23,904-26,566)-1 April 2018 Date: March 2018 Job Purpose: To provide an excellent one-stop shop service to customers that contact us by telephone or with the aim of resolving these at the point of contact, where possible. To accurately and efficiently pass on those enquiries that need to be dealt with by another member of staff. To efficiently assess applications for housing and process invoices. To survey customers to assess their satisfaction with the services they have received. The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below dependent upon the requirements of the organisation. Customer Services Provision of an efficient and courteous enquiry service to all customers, receiving and responding to telephone queries from customers. Accurate processing of relevant documentation, including invoices, payments, written enquiries, etc. Processing requests for repairs from tenants and for new developments (defects) in line with the Association s policies and procedures Accurate assessment and processing of housing applications. Updating and maintaining the Association s manual and electronic records. Effective and accurate application of the Association's policies and procedures. Provision of reception cover and duties between the hours of 9.00am and 5.00pm Dealing with customer queries and responding to these queries appropriately and efficiently. Areas include repairs, housing applications, rent payments, estate management, anti-social behaviour and any other services provided by the Association. Directing enquiries to the appropriate person when these fall out with the remit of the Customer Contact Team. Taking low level rent payments Accurately updating and maintaining records in relation to customer queries and operational procedures. Processing requests for repairs from tenants and for new developments (defects) in line with the Association s policies and procedures and maintaining all appropriate records to ensure accurate payment to contractors. Processing applications for housing in accordance with the Association s policy, and providing advice and assistance to applicants and tenants in relation to new applications and the operation of the Association s Allocations policy. Responding to complaints about anti-social behaviour, providing advice and recording information accurately for referral to area teams. Logging and resolving front line complaints or reassigning the complaint to the right individual where appropriate or where the complaint is a stage 2 investigation complaint Collecting and recording statistical information and preparing reports for the Customer Contact Team Leader Undertaking reception duties as requested by the Customer Contact Team Leader.

9 Arranging appointments for tenants, contractors and staff. Issuing standard letters in accordance with agreed procedures. Liaising with other members of staff of the Association, and with representatives of other agencies and contractors. Identifying own training and development needs in consultation with the Customer Contact Team Leader. Surveying tenants that have recently used an Association service to assess their satisfaction. Recording and reporting these findings. Promote and support community regeneration / wider role activities in line with the role. Carrying out any other duties as reasonably assigned by the Customer Contact Team Leader Build and maintain effective working relationships throughout the Association. Corporate Responsibility Ensure the values of the Association are reflected in your work and that all services provided are delivered in line with the Association s Vision, Mission and Core Values Assist in the development of a Continuous Improvement culture Ensure compliance with all regulatory, statutory and legal requirements Recognise and respect the diversity of internal and external customers and assist accordingly Support the wider team during busy periods and peak workloads You must at all times comply with the Health and Safety Policy and procedures and must draw to your manager s attention any unsafe working practice/conditions

10 Person Specification Customer Advisor Essential Desirable Experience and Knowledge Minimum one year s experience of working directly with the public. Demonstrates understanding of aims and objectives of social housing. Understands the need for confidentiality in the provision of customer services. Experience of working in a fast paced, team environment Skills and Abilities Excellent Verbal and Written Communication Skills e.g.: Asks the appropriate questions to clarify understanding; communicates clearly and influences well under pressure ; summarises information to check understanding; presents spoken and written information clearly and concisely Competent user of IT including Word and Excel Strong problem solving aptitude e.g. seeks customer feedback to investigate ways to improve customer experience Skills in working with others e.g. Is courteous, tactful and diplomatic; responds positively to requests for help from internal and external partners; encourages and supports other colleagues Demonstrates excellent customer service. Goes beyond their day-to day work to assist customers in a positive manner; constantly questions How will this benefit the customer? Ability to make decisions and meet deadlines under pressure Enjoys working in an environment of constant demand Ability to work under pressure with minimum supervision Ability to respond positively and flexibly to change Qualifications Experience of working in a telephone driven customer service centre Recent customer facing experience in Social Housing or service provision organisation Understanding of how a customer service centre operates Competent user of Housing Management Software e.g. SDM or equivalent. SCQF Level 4 or equivalent in English. Other Requirements Commitment to the values of Maryhill Housing Association Committed to equality and diversity Flexibility to work out with office hours, e.g. early morning and late evenings as required