GRADUATE TRAINEE (PERFORMANCE) JOB PROFILE. Responsible to: Performance Manager

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1 JOB TITLE GRADUATE TRAINEE (PERFORMANCE) JOB PROFILE Responsible to: Performance Manager Key Drivers (applicable to all jobs): Customer Care Equal Opportunities Best Value Financial Management Resident & Tenant Involvement Health & Safety Key responsibilities: 1. Ensuring Havebury s performance management system (Covalent) is maintained effectively 2. Support colleagues in using Covalent, including training, providing helpdesk support and dealing with requests 3. Preparing standard reports to an agreed schedule and creating new reports as required 4. Ensuring performance information is updated regularly by the responsible officer 5. Coordinating customer satisfaction surveys and be the first point of contact for queries from colleagues 6. Producing satisfaction survey results 7. Assisting with quarterly and annual benchmarking exercises 8. Maintaining effective administration of Havebury s complaints procedure 9. Assisting with regular updates on lessons learnt from complaints and service improvements 10. Assisting the Performance Manager to identify areas for service improvement through the analysis of customer data, organisational performance and customer feedback 11. Researching and maintaining company policies and procedures 12. Any other duties (including administrative duties) as reasonably requested 13. Working at least one evening per quarter to support the Performance and Scrutiny Panel meetings. 14. All employees will work towards seeking Value for Money in all their duties; taking into account equality and diversity; and taking individual responsibility for tenant and resident involvement.

2 KEY COMPETENCY AREAS 1. Commitment to the Organisation Demonstrates the organisation s values in being open and honest with customers and others Maintains confidentiality in line with organisational policy Is committed to the organisation's standards Understands the business of the organisation including its vision and values Is punctual and reliable Acts professionally at all times Understands how own actions impact on the organisation Takes ownership for delivery of their own work Can explain why they perform their duties and how this meets the needs of the organisation Is flexible to meet the needs of customers and the organisation Analyses own performance and offers ideas and gives feedback 2. Communicating and Influencing Is polite and approachable Listens effectively Asks the appropriate questions to clarify understanding Presents and passes on information promptly Presents a clear, concise and well thought through case using facts and figures Demonstrates the organisation's communication standards Considers in advance the differing needs of others and adapts style accordingly Communicates clearly and influences well under pressure Actively initiates communication with others regularly Summarises information to check understanding Uses a range of methods to influence others eg explain benefits and give background information Explains and justifies point of view and objectively discusses options 3. Customer Focus Identifies and clarifies individual customer needs Takes pride in delivering high quality standards and seeks to expand own skills

3 Resolves customer enquiries promptly at point of contact and only refers to others when genuinely appropriate Interacts well with all customers taking into account customers' diverse needs Understands all services and accurately matches these to customer needs Keeps customers up to date and informed Deals with customers fairly and equitably Consistently makes decisions focussed on customers needs Analyses delivery of services and provides solutions to problems Finds different ways to satisfy customer needs Seeks customer feedback to investigate ways to improve customer experience Goes beyond their day-to-day work to assist customers in a positive manner 4. Embracing Change Is open to new ideas and listens to other people's points of view Adjusts to peaks and troughs of workloads Always gives their best - is positive about change Covers for colleagues when needed Contributes positively to the change process and sees change as an opportunity to improve performance Recognises the impact of change on others and supports them through it Uses an awareness of the bigger picture along with common sense to interpret and implement policy 5. Equalities and Diversity Treats everyone with respect Open to new ideas and ways of working Demonstrates curiosity and seeks information Receptive to the positive contribution others can make Builds trust and communicates respect for others Considers impacts of own actions on others Challenges inappropriate behaviour Actively demonstrates an interest in different experiences and backgrounds Seeks out, recognises and uses what people from different backgrounds and experiences have to offer Sets a personal example of good equalities practice at all times Understands different learning styles

4 Understands the impact of hate crime, other harassment and unlawful discrimination 6. Leadership Leads by example Treats people fairly and consistently Generates a team spirit Gives appropriate recognition for success or good performance Sets and communicates clear direction Understands in depth what motivates and encourages team members and colleagues Trusts employees to deliver work once delegated appropriately Secures necessary resources and support Provides supportive environment and removes blocks to effective working to ensure well being Encourages work life balance 7. Team Working Co-operates with others Asks colleagues for help when needed Puts in extra effort to share the load willingly Recognises that the way different departments, communities and cultures work are not the same Responds positively to requests for help from internal and external partners Is courteous, tactful and diplomatic Works with others to ensure projects and tasks are complete Actively includes individuals from a diverse background and cultures in team activities Spends time thinking through issues with others utilising their skills and making them feel valued Speaks positively of others and gives praise and credit when due and contributes feedback where necessary Understands what others need to know and keeps them informed Encourages and supports other colleagues Builds good relationships with others

5 8. Working Efficiently and Effectively Ensure own targets are completed Keeps people informed of progress on key tasks Refers to others when necessary Checks for accuracy to get things right Plans and organises to cater for peaks and troughs in workloads Looks for and suggests ways to improve current working practices Learns from mistakes Takes responsibility for achieving results Uses own knowledge and expertise to develop new ways of working Obtains and uses necessary information to make decisions Demonstrates high personal standards as an example to others Considers impact of own actions on others Monitors and evaluates own performance against targets Remains focused when faced with competing demands Allocates time and resources to reflect priorities

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