JOB APPLICATION PACK. Department: Revenues. 1 P a g e

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1 JOB APPLICATION PACK Job Title: Directorate: Revenues Officer Housing Department: Revenues Location: Twickenham 1 P a g e

2 Dear Candidate Thank you for your interest in working for Thames Valley Housing. In this pack you find the Job Description and Person Specification for the role you are applying for. We encourage you to read the guidance notes and fill in the application form carefully. The criteria set out in the person specification contains all the competencies for this role and will be assessed at different stages of the selection process. Please see the guidance notes for further information on this. Thames Valley Housing is a user of the government s two ticks disability symbol, which recognises organisations that are positive towards disabled people. Disabled applicants who meet the short-listing criteria are guaranteed an interview. I hope that you find the job description interesting and decide to apply. I wish you success and we look forward to receiving your application form. Thames Valley Housing Recruitment Tel: recruitment@tvha.co.uk Web: 2 P a g e

3 CONTENTS Guidance Notes for Applicants.4 Job Advert 6 Job Description 7 Person Specification 9 Our Competency Framework 11 Appendix P a g e

4 GUIDANCE NOTES FOR APPLICANTS Before you complete your application Please read the job application pack before you apply online for the position - this contains all the information you need to decide whether the job is right for you. Read through the job description and person specification they are the best places to find out exactly what experience, skills and competencies you need to be successful in the role. The person specification highlights the competencies we want to asses as part of our recruitment process. Our competency framework is at the back of this pack. You ll need to prepare a CV we ask you to upload your CV as a Word document as part of our online application form. Completing your application When you re ready to apply, click Apply here at the bottom of the job advert for the position you re interested in and complete the online form. We ll ask you about your skills and competencies as well as your CV, we ll also ask you to upload a personal statement or answer some questions online about how your skills and experience match the essential criteria and competencies in the person specification. You ll need two good references - we will ask for contact details for your references in the online application, but we won t contact them until the offer stage. Your references should be: - Your current employer. If you are unemployed, this will be your most recent employer. This will be someone senior to you who can assess your work for us, not a colleague or friend at work. - A previous employer or someone with a senior role who can vouch for you. We ll ask you for some personal information to help us monitor diversity and equality the only people who will see this information are the HR team who will use it for equal opportunities monitoring purposes. It will be treated in the strictest confidence and does not form part of the selection process. 4 P a g e

5 What happens next? Assessments/Interviews Our Recruitment team will contact you a few days after the application closing date if your application has been short-listed. We will invite you to a competency-based interview, and ask you to complete some tests. These could be ability tests, written exercises, job-related tests, psychometric tests or IT tests. We will also let you know if you have not been shortlisted this time. Driving If the job needs you to drive, we will need to see your driving license. DBS check For some jobs we will need to carry out a Disclosure & Barring Service check. We ll say so in the job description if that s the case. Eligibility to work in the UK It s against the law for us to take on people who do not have the right to work here. If we offer you a job, we will ask you to prove this to us. We ll send you a list of documents you can use for this. Data Protection By law, we have to let you know that we keep the personal information about you that you put in a job application. When you sign and send an application in, we take this to mean that you are giving us permission to keep it, and to use it to get in touch with you, if we find a job we think would suit you in the following six months. Your Views We re happy to hear from you. We want to improve our recruitment, so please complete the Recruitment Survey. Getting in touch If you have any questions or problems at any stage of your application, please do get in touch with our recruitment team on recruitment@tvha.co.uk. 5 P a g e

6 JOB ADVERT REVENUES OFFICER one year fixed-term Location: Twickenham Salary: starts at * 28,500, rises to 31,600 pa Closing date: 17 October 2016 Interview date: 27 October 2016 About the role Do you have the skills and motivation to manage our General Rented arrears? It will be your job to help our residents to manage the repayment of debt and to signpost them to money advice and support services. Where necessary you will coordinate legal action, attend court to present cases and ensure the best outcome for TVHA. As part of your work you will develop strong professional relationships with solicitors and local authorities. About you The job demands solid customer-service experience, ideally gained in a housing or credit control environment. A natural communicator, you will have the ability to deal with a wide range of people often in difficult circumstances. You will be good with numbers too - numerate and comfortable assessing personal finances to ensure maximum income for TVHA whilst supporting tenants to avoid going into arrears. *You will rise to the full salary on successful completion of your 6 month probationary period Access to a car is essential for this role for which a car allowance will be paid and the successful applicant will undergo a basic DBS check 6 P a g e

7 JOB DESCRIPTION Job title: Directorate: Revenues Officer Housing Department: Revenues Location: Twickenham Responsible to: Revenues Manager Family tree (clearly showing the responsibilities for and to particular managers) Main purpose of the job To be the first point of contact for effectively managing a patch of tenant arrears To ensure the delivery of a rent collection and arrears service which both meets targets and helps customers to manage debt To provide support, debt recovery and money advice services for rented properties. Main contacts which the post holder has within and outside the organisation Housing Directorate teams, Policy and Performance, Finance 7 P a g e

8 Principal accountabilities expected of the post holder Take appropriate action within the remit of the arrears policy to achieve high collection rates for all relevant income streams, including negotiating with residents to maximise repayment of debt to Thames Valley Housing To help deliver the Financial Inclusion strategy To effectively co-ordinate legal action, attending Court to present cases and deliver the best outcome for Thames Valley Housing Develop a good working relationship with Local Authority Housing Benefit Departments and liaise with Housing Benefit/CAB s and other support agencies to manage debt To understand Service Charges and how to recover them To understand Former Tenant Debt administration To keep abreast of all appropriate welfare reform, benefit and revenue related changes in legislation Other To carry out other duties as may be reasonably assigned from time to time by the line manager for this post, such duties to be compatible with the level of this job description. 8 P a g e

9 PERSON SPECIFICATION Role: Directorate: Revenues Officer Housing Knowledge, Experience & Skills Essential Experience of dealing with customers from different backgrounds. Experience of using Microsoft Office & other IT packages Desirable Educated to A Level standard or equivalent Experience in a housing related field or of credit control Understanding of key issues facing diverse groups Technical Numerate and able to assess personal finances to ensure maximum income for TVHA, whilst supporting tenants to avoid going into arrears Understanding of welfare benefits and income collection Competencies (highlighted in Red assessed by personal statement and at interview) Core (refer to Competency Framework guidelines to determine appropriate definition) Applied Thinking (Vocational) Solves basic problems within clearly laid out policies and procedures Results Focused (Vocational) Takes responsibility for achieving individual objectives and contributing to team targets Planning and Organising (Vocational) Contributes to the team/project objectives by effectively setting own work plan and prioritising key tasks Managing Relationships (Vocational) Builds rapport with colleagues and direct customers/suppliers Initiative and Innovation (Vocational) Addresses current opportunities by improving and adapting existing approaches 9 P a g e

10 Working Together (Vocational) Works Co-operatively with other members of the team and direct customers Continuous Improvement (Vocational) Drives self to deliver results and aspirations Customer Driven (Vocational) Delivers a high quality service OTHER Good IT skills Full driving licence required Commitment to Equal Opportunities and Health and Safety Delivering and living the Corporate values: LIVING AND DELIVERING THE CORPORATE VALUES Think Forward Question how we do things. Think Ahead. Innovate Think We Let s work together to achieve our shared goals. Think Openly Let s be transparent and true to our word. Think With Compassion Offer your time and support. Act with empathy and understanding. Think With Energy Be passionate about delivering great customer service and making things happen 10 P a g e

11 OUR COMPETENCY FRAMEWORK What are Competencies and how are they used? A competency is an ability, skill, knowledge or trait that is needed for the successful performance of a job. It is often defined in terms of behaviours. Overall, competencies are a set of behaviours that an individual must possess in order to perform to the optimum level within that role. When used properly, and in conjunction with other working practices and procedures, competencies can ensure fairness, openness and equality in the way we recruit staff, select people for training, identify clear development paths and promote people. The Competency Framework contains a total of ten competencies and it is considered that to carry out a role at a particular level an individual should possess those competencies that are Core for that level. The depth of which these core competencies are required will vary according to each role. Core competencies are far broader in their application and apply to all jobs within TVH. This document details the core competencies which TVH recognises as necessary. The person specification highlights the competencies we want to assess as part of our recruitment process, but the following areas are important all of the time. 11 P a g e

12 Appendix 1 Name Definition Level Descriptors 1 Applied Thinking Makes use of relevant information to resolve problems, identify Leader Identifies new business opportunities by evaluating company performance from a range of information opportunities and reach appropriate solutions. Expert Sets Directorate/Departmental priorities by developing solutions to support the business plan Professional Recommends improvements to processes and services at a team level by analysing patterns and trends from information Vocational Solves basic problems within clearly laid out policies and procedures 2 Results Focused Getting things done Achieves successful delivery of tasks and objectives by effectively Leader Sets the performance framework for the organisation to meet corporate goals, achieve results and champions improvements managing others or taking direct action. Expert Sets the performance framework for the Directorate/Department to meet objectives, KPIs and continuously seeks improvements in delivery Professional Uses Directorate/Department objectives to identify team KPIs to drive service delivery and meet goals Vocational Takes responsibility for achieving individual objectives and contributing to team targets 3 Planning and Organising Plans and organises work and activities to meet objectives whilst Leader Structures the business plan to deliver key objectives while allocating appropriate resources achieving quality and value for money. Expert Develops project plans and identifies departmental activities and resources required to meet organisational goals Professional Delivers the project plan/departmental objectives to plan and budget Vocational Contributes to the team/project objectives by effectively setting own work plan and prioritising key tasks 4 Initiative and Innovation Takes a creative approach to work by formulating new ideas or adapting Leader Develops ways of capturing innovation and creativity across the organisation and delivers through others existing ideas in a new or Expert Plans and implements new ideas in the long to medium term and takes the lead unexpected way to create in delivering change within Directorate opportunities. Professional Develops and implements initiatives at a local level Vocational Addresses current opportunities by improving and adapting existing approaches 12 P a g e

13 Appendix 1 Name Definition Level Descriptors 5 Working Together Works co-operatively and flexibly Leader Creates a positive team working environment across cultures and organisational boundaries to achieve shared goals Expert Builds the team to deliver a high quality service Professional Involves others to work towards shared goals and objectives 6 Managing Relationships (Influencing, persuading and negotiating) 7 Continuous Improvement (Striving for Excellence) 13 P a g e Builds and maintains relationships to achieve positive outcomes for the Association Looks for opportunities to improve (self, products and/or services) 8 Customer Driven Provides an excellent service to all customers 9 Commercial Awareness Understands relationship of operational issues to wider business context 10 Leadership (Developing and Managing People) Inspires and motivates others to develop confidence and capability to realise their full potential Vocational Leader Expert Professional Vocational Leader Expert Professional Vocational Leader Expert Professional Vocational Leader Expert Professional Vocational Leader Expert Professional Vocational Works co-operatively with other members of the team and direct customers Extends networks and uses indirect influence to build external relationships to achieve long term strategic organisational goals Maintains networks and plans impact Builds positive and reciprocal relationships that benefit the Association Builds rapport with colleagues and direct customers/suppliers Creates a continuous improvement environment Drives Departmental activity to continuously improve systems and processes Delivers improvements at a team level Drives self to deliver results and aspirations Develops the strategy to meet the long term interests and aspirations of customers Champions and promotes the delivery of quality service to all customers Plans and organises delivery of customer service Delivers a high quality service Defines and develops TVH s commercial objectives to maximise the organisation s financial wellbeing Delivers the commercial objectives Understands the purpose and content of the Corporate business plan Demonstrates awareness of commercial aspects of the business Leads the organisations to deliver high performance Is a role model for effective leadership Supports team development Gives basic direction and instruction

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