Job Title: Customer Contact Manager. Location: Hampton Wick, KT1

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1 Job Title: Customer Contact Manager Location: Hampton Wick, KT1 Application forms for this vacancy to be returned by midday on Monday 17 th September 2012

2 About Hastoe Formed nearly fifty years ago, Hastoe is a very modern housing association, focused on our core objectives of supporting rural communities through the provision of affordable homes for local people and addressing the climate change agenda. Hastoe has a strong track record of being innovative across all we do; innovation that leads to more homes, closer communities and better services. In many instances where we have led, the sector has followed. Hastoe manages over 5,000 rented, shared ownership and leasehold homes. We are passionate about rural communities and work mainly in rural settings in partnership with 61 local authorities across the south of England. Our stock is widely dispersed and we have management models that have been designed with residents to provide the best services for those who live in dispersed rural communities as well as more urban settings. Hastoe is at the forefront of environmental sustainability across all of our activities, helping to protect the climate, providing residents with affordable energy and heat and influencing others. We are particularly strong at partnerships and work closely with parish councils, local authorities and communities to find housing solutions for local people. We provide and manage new homes for rent, shared ownership and sale depending on the needs of the each community. Hastoe is a Homes and Communities Agency Investment Partner.

3 Job description JOB TITLE: Customer Contact Manager RESPONSIBLE TO: RESPONSIBLE FOR: Contracts & Commissioning Manager Customer Contact Team Key Purpose: To lead the Customer Contact Team in the delivery of a customer focussed, proactive, responsive and professional customer service to all Hastoe customers, and take the lead in delivering Hastoe s Access & Customer Care Strategy. Key Responsibilities: Lead, direct and motivate the Customer Contact Team to ensure the delivery of excellent and high quality customer focused services to all Hastoe customers. Develop and take the lead in delivering Hastoe s Access & Customer Care Strategy Develop new and innovative customer access points, maximising proactive efficiencies and removing wasteful contact Maximise use of contact management software to provide accurate reports on customer activity and use the information to improve Hastoe s customer service model Work closely with the Business Improvement Team to continually assess system and process business efficiency and project manage change programmes Promote a service of excellence delivered through a one stop service for telephone, online, written and personal enquiries, ensuring they are all dealt with and resolved within target and meeting customer expectations Optimise customer service resources to achieve excellence and consistency in service delivery Develop an integrated housing management and property maintenance front line service working within budget and liaising closely with senior managers based in regions and at Head Office 2 of 14

4 Identify and implement ways to build on customer feedback to continuously improve service quality and efficiency which increase customer satisfaction and/or cost effectiveness Plan the work of the team, using customer data to tailor services to the current and future needs of specific groups and individuals Monitor the performance of the team and report on KPIs, and delivery of Hastoe Corporate Objectives relating to customer service Maintain and enhance certification of QHS criteria for excellence relating to customer services and gain other relevant industry-recognised accreditations. Identify learning opportunities to support the continuous personal development of self and the team To carry out other duties as may be reasonably assigned from time to time, such duties to be compatible with the level of this job description Organisational Understand and comply with the organisation s Health and Safety Policies and ensure that these are administered in area of responsibility. Comply with and promote the organisation s Equal Opportunities and Diversity policies. Comply with and support the organisation s Anti Fraud Policy. Comply with and promote the organisation s Green policy and actions to support environmental responsibility. Participate in agreed training in all areas of the organisation s work, including attendance at internal and external courses. Carry out other duties as may be reasonably assigned from time to time, such duties to be compatible with the level of this job description. *This job description is an accurate reflection of the duties of the post at the time of writing but will be changed from time to time to meet the changing requirements of the Association. 3 of 14

5 Person specification Attributes Essential Desirable Education and Training Skills and Experience Minimal A level standard, or equivalent Commitment to continued personal development Experience using Microsoft Office First hand experience of managing a customer service team Experience of managing a target/kpi focused customer service team with a strong understanding of HR policies and procedures including coaching, appraisals and disciplinary Experience of managing change to improve customer service Experience of delivering successful customer contact strategies Excellent interpersonal skills Excellent communication and presentation skills. Able to influence others across the organisation in order to deliver customer Housing Management or Customer Service professional qualification Professional qualification in customer contact management or broad based management Knowledge and understanding of the RSL sector Understanding and experience of call centre technology and telephony Experience of developing and implementing computerised customer service systems 4 of 14

6 Personal Attributes service objectives Able to contribute to the strategic development of the organisation as it relates to customer service Ability to work to strict targets and deadlines To develop, lead, manage and motivate staff and enabling them to deliver to their full potential and achieve agreed outcomes Ability to operate at a strategic and operational level A track record of leading, motivating and developing staff Resilience and able to bounce back after setbacks A creative thinker able to deliver innovative ideas Able to negotiate confidently and effectively Able to champion own and others change programmes Able to plan and project manage the on-going development of the section Able to build effective relationships with key stakeholders both internally and external to Hastoe Able to travel throughout the regions 5 of 14

7 Core Competencies Competency Level Customer Orientation 4 Communication 3 Team Working 3 Is able to inspire and role model customer service excellence by example. Identifies and develops innovative strategies to improve customer satisfaction and develop a culture of customer service excellence Builds customer confidence by anticipating and fulfilling their needs Actively seeks customer information as the basis for measuring and improving service delivery. Views complaints as an opportunity to develop improvements in customer service. Involves all relevant people in cross functional proposals to improve customers experience of the Association. Able to communicate complex information effectively. Can present succinct, well balanced information both orally and in writing, Able to show flexibility and resilience to win over an audience. Can represent the department or organisation views. Demonstrates ability to adapt communications approach to deliver tough messages appropriately Can use different communication media to get the message across. Willingly shares information and encourages feedback Able to present information to groups. Encourages team members to support and help each other in achieving team goals. Able to demonstrate the importance of working well with service partners in other departments. 6 of 14

8 Personal Effectiveness 3 Helps others to identify and resolve conflicts within and between groups effectively. Capable of demonstrating flexibility of priorities to ensure the whole team succeeds in its objective Sensitive to team dynamics and able to deal effectively with variety of behaviours and views. Shows commitment to change and continuous improvement. Actively innovates change Takes responsibility for decisions and their consequences. Willing to accept and respond to feedback from others. Able to produce robust project plans and plan for changing circumstances. Can overcome both complexity and ambiguity to make informed decisions. Able to analyse facts, figures or information looking for trends. Results Focus 4 Leadership 2 Able to contribute to development and delivery of departmental and corporate goals. Displays perseverance to achieve results for the wider benefit of Hastoe. Can use analytical skills in a wide variety of business situations to achieve higher quality results Will explore, identify and achieve new ways to meet difficult objectives. Can use understanding of housing initiatives and their potential impact on Hastoe to the benefit of the association. Can develop and implement change effectively to achieve business goals. Aware of the importance of continuous learning and improvement Can inspire people with enthusiasm and energy to achieve objectives Able to set straining and development plans for staff n the context of the business goals Knows the tools to value and recognise people Empowers people by allowing and 7 of 14

9 supporting them in making their own decisions. Seeks out ways to develop staff Develops and values team (e.g. builds on strengths / knows strengths of the team) Can set clear improvement targets to manage poor performance effectively and constructively 8 of 14

10 Hastoe Housing Association TERMS AND CONDITIONS Customer Contact Manager Location Marina House, 17 Marina Place, Hampton Wick, KT1 4BH Salary 38,551 to 42,433 per annum plus 3,266 Hampton Wick weighting per annum Pension Defined Contribution Working Hours 35 hours per week, Monday to Friday 9.00 a.m. to 5.00 p.m. with unpaid one hour lunch break Annual Leave 26 days per annum increasing to 28 days linked to service, plus bank holidays Training and Development Hastoe is an Investor in People Bronze standard and is committed to staff development and training Probation Period Six months Contract Length This is a permanent post 9 of 14

11 General information for applicants Application details Thank you for enquiring about our vacancy. If you have any questions about this pack please contact our Human Resources Department on or Tips for completing your application form Please write/type clearly and legibly in blue or black ink, as the application form will be photocopied. Please complete our standard application form as this helps us make sure that all candidates are judged and short listed on the same information. If you have a disability or a condition which makes it difficult for you to use this application form, please contact our Human Resources Department who will be happy to discuss alternative arrangements with you. We will short list using the information you include on this form measured against the skills and experience we have asked for. We will also include the following leadership and management competencies: strategic leadership and direction setting, people leadership and management, business competence, planning and prioritisation, analytical skills, communication and influencing. You should provide as much information as possible on how you match these requirements. Your application form should not contain any unaccounted for periods, so include any time spent studying, in voluntary work or time unemployed. Your motivation for applying for our vacancy is as relevant to us as your skills and your abilities, so please use the space provided on the application form to tell us why you are applying for this job, what you offer us and what you expect to gain from it. Your supporting statement should contain examples of things you have done that show how you meet the skills and experience we have asked for in the person specification. For example, where we ask for experience 10 of 14

12 of managing a function you should tell us what the function s purpose was, how many people were in the team, what the achievements were and what part you played in it. We need references that can tell us how you perform in a work or study situation. Your referees should therefore be people who have supervised or managed your work (whether this work was paid or unpaid voluntary work), or tutors/supervisors from college or university in the recent past. You should keep a copy of your completed application form, as you may want to refer to it if you are invited for an interview. Short listing and interviews After the closing date we will detach the equal opportunities form and keep it in a separate file for monitoring purposes only. We will send the application forms to the short listing panel who will assess each person s skills, experience and competencies. We will invite applicants who most closely match the requirements to an assessment centre and interview. As part of our commitment to being positive about disabled people, we will interview all disabled applicants who meet the essential criteria for the job. We will confirm the interview date. Travel Expenses We pay reasonable travel expenses for final interviews. However, we will consider individual requests for other long distance journeys. We will reimburse mileage at the current HM Revenue and Customs rate or will reimburse standard rail or bus fares. You will need to provide receipts. Eligibility to work in the United Kingdom An offer of employment must comply with the Asylum & Immigration Act Please note that we are required by law to check for evidence of eligibility to work in the UK. Commencement of employment will not be permitted until the relevant ORIGINAL documentation has been verified. If you are invited to final interview you will be asked to produce an original of ONE of the following documents confirming eligibility to work in the UK: A passport describing status as a British Citizen or as having the right of abode in the UK. A passport or identity document issued by a European Economic Area country. 11 of 14

13 A passport or other travel documentation endorsed that the holder has indefinite leave to remain in the UK or current leave to enter or remain in the UK and not precluded from taking up the employment in question. A birth certificate issued in the UK or Republic of Ireland A certificate of registration or naturalisation as a British Citizen. A work permit from Department for Work and Pensions or the Training and Employment Agency, Northern Ireland. A letter of authorisation from either the Home Office or the Department of Education and Employment indicating that you hold permission to take up the employment in question. An official document showing National Insurance number, e.g. P45 or P60 or NINO card (usually plastic credit card size). Qualifications We will ask the successful candidate to produce original evidence of qualifications stated on the application form. If we find that incorrect information was knowingly supplied on the application form we reserve the right to withdraw an offer or terminate employment. Data protection and processing of information We will deal with all information you provide throughout the recruitment and selection process in the strictest of confidence. It will be used, stored, retained or destroyed in line with our data protection guidelines. Application form The information you provide on the application form will be used solely for recruitment purposes. The application form and your supporting statement is the only information we will use in deciding whether to shortlist you and invite you to an assessment and interview. A copy of all applications will be held on a central recruitment file for twelve months and then destroyed, with the exception of that of the successful candidate whose records will be transferred to their employee file. References On the application form we ask that you give details of two referees. Your referees must have known you in a professional capacity, as an employee or student, for a minimum of two years. One referee must be your current or 12 of 14

14 most recent employer. References will only be taken up for successful candidates. References from friends and relatives are not acceptable. Hastoe will seek your permission before contacting referees. Equal opportunities monitoring form We will not use data from the equal opportunities monitoring form as part of the selection process. The information on the equal opportunities form is used for monitoring purposes only. It is important that you fill out this section of the form so that we can accurately monitor the effectiveness of our policy. Our policy is available on our website ( or by request from any of our regional offices. Criminal convictions If you have to provide details of any criminal convictions, other than those spent under the Rehabilitation of Offenders Act, you may provide these in a sealed envelope. Please ensure you mark the envelope Confidential and ROA and state your full name and the job you are applying for. This information will be held securely on the recruitment file. Background Checks We will conduct background checks on successful candidates. These will include some or all of the following: Identity Checks Financial Check Education References Employment Status References Professional/Technical Membership Media Searches FSA Checks Driving Licence Check Standard or Enhanced Criminal Records Bureau Check Access to information In line with the Data Protection Act 1998 we will respond to requests for information in accordance with the procedure for Access to Information Employees. A copy of this procedure is available upon request. Returning your application 13 of 14

15 Please complete and return the enclosed application form and equal opportunities form by midday on Monday 17 th September. Interviews for this vacancy will take place on Tuesday 25 th September. Thank you for your interest in our vacancy. We look forward to receiving your application Date published: 5/9/12 14 of 14

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