Appointment of Technical Services Manager April 2014 Leeds & Yorkshire Housing Association Recruitment nformation Pack 1
Dear Candidate Thank you for your interest in applying for this key senior manager post at Leeds and Yorkshire Housing (LYHA). LYHA is a vibrant, financially sound and ambitious organisation that is led and supported by enthusiastic and committed staff. The Technical Services Manager post plays an important role in making sure that our assets meet decent homes and are fit for the future. The role manages four main functions, which are very important to our customers: Responsive Repairs Planned nvestment Estate Services Health & Safety We are looking for an experienced technical manager who can deliver excellent performance, increase customer focus, and improve and grow our services further. We also expect the successful person to contribute fully to the Senior Management Team (SMT) to help us shape and influence LYHA s future plans. hope the details in this pack provide you with all the information you need. Our website also contains a wealth of information that will help to give you a clear picture of what LYHA is striving to achieve. look forward to receiving your application. Yours sincerely Derek Stewart Executive Director Operations 2
Technical Services Manager Salary 40,000 plus 2,500 essential car user allowance and defined benefit pension scheme Based in Headingley Leeds We have an exciting vision and plan for LYHA over the coming years and we are committed to putting customers at the heart of all we do and making a real difference to people s lives. We are looking for a talented leader to ensure our technical services team deliver a first class service to all our customers, whilst also contributing to the wider leadership and organisational growth as a member of the Senior Management Team. What we deliver is important, but equally so is how we deliver the service so a passion for customer service, continual improvement and developing your staff will be vital for the successful person. You will have a sound knowledge of building construction, planned investment and responsive repairs to deliver measureable outcomes to deadlines and within budget while also meeting our customer s aspirations. t s a tall order but, an excellent opportunity for the right person. f you think this role is for you then please submit your CV and covering statement by 5PM on the 4 th April 2014. f you would like an informal discussion please contact Derek Stewart before close on 27 th March on 07949 822273 3
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Technical Services Manager Overall Role Purpose Ensuring the provision of high quality responsive repairs and estates services and effective planned investment programme that are responsive to our customers needs, make a positive impact in communities in which we serve and provides value for money. JOB PURPOSE: 1. Responsible for the effective and efficient management of Technical Services (3 staff) and Estates Services (8 staff) to the highest quality, standards and performance. 2. Lead and manage the services within the Technical and Estates Teams effectively to ensure business and customer needs are met and that value for money services are delivered. 3. As a member of the LYHA Senior Management Team, to actively contribute to, policy formulation, business development, and the achievement of Company strategic aims and objectives. To contribute to the delivery of the Business Plan and where applicable delivery of policies and procedures. 4. Promote high performance and quality standards that are customer focused with in your team and a customer focused team culture; one that genuinely places the customer / our tenants at the heart of what we do and plan to do. 5. Provide LYHA with assurance on Health & Safety compliance and act as the internal lead and be the key contact for the external H&S advisors. 6. Work with the Executive Director of Operations, to implement the Associations Vision and Strategic aims, in particular in relation to repairs services, investment in our stock, asset management and ensuring we work in an open, transparent and engaging way with our tenants, customers and stakeholders. 7. Provide effective leadership and performance management which support and develops your team to realise individual and team potential. 8. Assist the Executive Director Operations to ensure compliance with the Regulatory Framework for Social Housing and any other HCA requirements or regulations, including the timely submission of any information required by external bodies. 9. Ensure compliance with legislation relating to all functions and areas of responsibility. 10. Deliver and consistently operate within LYHA s Values & Behavioural Framework. 5
KEY AREAS 1. Responsive Repairs Service a) Ensure the provision of high quality, efficient responsive service which meets/exceeds target response times, quality standards and that provides value for money. b) Work closely with Housing and Customer Services teams to provide a seamless customer focussed service. c) Effective management, monitoring and control of contractors and suppliers in accordance with standing orders, financial regulations and LYHA policies and procedures. d) Ensure that work and materials are procured in accordance with standing orders and financial regulations. e) Deliver the service to customers in a way which is accessible, is responsive to customers diversity of needs wherever possible and is open and transparent. f) To manage our contracts and contractors including recruitment and annual appraisals to ensure best value and a customer focussed performance. 2. Asset nvestment a) Manage the design, planning and delivery of LYHA s major improvement programme to ensure appropriate investment in existing and new properties. b) Responsibility for the supervision and review and implementation of tender processes associated with the major refurbishment programme. c) Manage and control contractors to ensure high standards and quality of work, and compliance with legislative and regulatory requirements d) Ensure that management information including codeman data is maintained and developed to support effective investment planning and decision making e) Review LYHA s asset management strategy to ensure that it is fit for the future to ensure that current and future investment in stock is appropriate f) Support the Development Manager in delivering LYHA s growth strategy 3. Estates Services a) Manage, support and provide direction to the Facilities & Neighbourhood Manager to ensure that the Estates services provide a high quality and value for money service. 6
b) Assist the Facilities & Neighbourhood Manager to regularly review the estates service in accordance with customers needs and aspirations and the need to provide an affordable and cost effective service. c) Work with the Facilities & Neighbourhood Manager and Housing Services Manager to identify neighbourhood improvements that benefit customers and the community. 4. Leadership & Management a) Prepare and implement operational plans to deliver technical and estates services. b) Provide services to customers that are of the highest quality possible within the resources available, ensuring value for money and which addresses issues of vulnerability, diversity and the needs of customers. c) Lead and motivate the teams to ensure that individuals are developed to their full potential and they are supported to become high performing teams. g) As a member of the Senior Management Team, demonstrate strong team leadership and commitment to excellent service delivery. d) Support the Executive Director Operations to deliver effective relationships with Strategic Local Authorities, other partners and stakeholders. h) Work with the Finance Team to ensure effective financial management and forecasting to deliver robust budget management i) Work with the wider Operation Services Directorate to deliver the Business Plan and wider LYHA objectives a) Health & Safety b) Responsible for leading on Health & Safety issues in all aspects of Technical and Estates service to ensure compliance with legislation and Health & Safety standards c) Responsible for the management of Asbestos for LYHA including the maintenance of the Asbestos register and associated planning and implementation of any necessary works d) Responsible for ensuring that the Annual Gas Service programme is delivered and LYHA maintains compliance with the standards. e) Ensure Health and Safety is promoted and implemented and complied with across LYHA services, including membership of the H&S working group. 7
5. Performance & Service mprovements a) Ensuring a culture of continuous improvement leading to performance and service enhancement / VFM is embedded in your team. b) Provide support to the Business mprovement Officer to ensure your team s effective delivery of continuous improvement plans. c) Keep abreast of external issues, challenges and innovation relating to the key elements of your service area. d) Ensure that stretching performance targets are set for your team and best practice and benchmarking activities take place to continually improve services. e) Ensure that service standards for the Technical Team are delivered, shaped and scrutinised by customers. f) To work with the Customer Experience Manager on customer satisfaction and service improvements in all aspects of the Technical and Estate Teams. 6. Corporate & Governance Support a) Be an active and effective member of the Senior Management team and ensure that accurate and timely information is provided as required b) Develop relationships with the Board of Management. Produce and deliver reports that give sufficient detail to allow the members to take informed decisions. c) Develop effective relations with the nvolved Residents Group, Resident Associations and the Scrutiny Panel to ensure transparent communication is maintained at all times. d) Ensure that all relevant record keeping, procedures and policies are maintained to meet internal and external requirements, regulations and legislation. 7. Financial a) Responsible for the effective procurement of goods and services to deliver the planned programme, responsive repairs and estates services in accordance with standing orders and financial regulations and policies and procedures. b) Ensure that the financial planning of the investment and repairs programme is delivering and is adequately resourced, including long term forecasting and developed to provide value for money. c) Support services charge reviews to ensure that they provide value for money 8
and deliver the required efficiencies. d) Monitor expenditure to ensure costs are kept within agreed budgets and take appropriate action to deal with problems as they arise. Ensure proactive communication with the Executive Director of Operations on budget / spend issues. e) Ensure compliance with all financial regulations and standing orders. f) Contribute to the development of the Team plans g) Support the wider delivery of the Value for Money strategy. 8. People Management a) Provide leadership and support across your team, demonstrating leadership of the Associations values and delivery of the LYHA Business Plan. b) Provide effective leadership, which supports and motivates your team to ensure they are managed, coached and developed in order to maximize their full potential. c) dentify specific and team training needs to ensure the effective and efficient delivery of the housing service. d) Work in collaboration with other teams and individuals in the Operations Directorate and the wider association to achieve ONE LYHA objectives. e) Lead and manage your staff through a consistent approach to recruitment, training, appraisal, development and performance management, in accordance with policies and procedures, and in an effective and sensitive manner. f) Ensure that regular team meetings are held and one to ones with staff take place to facilitate effective communication, monitor and review targets and performance, and to ensure objectives are delivered. 9. Other a) Always act as an Ambassador and promote LYHA and develop relationships which enhance its reputation. b) Support equality and diversity issues across the company and ensure that the LYHA strategy is delivered across your teams. c) Ensure best practice is communicated and cascaded across your service functions to improve performance, service delivery and delivery of the Business Plan. 9
NOTE - No job description can be entirely comprehensive and the jobholder will be expected to adapt and carry out such other duties as may be required from time to time, on the understanding that they will be within the individual s remit and capability, and consistent with the status and responsibilities of the role within the organisation. 10
LEEDS & YORKSHRE HOUSNG PERSON SPECFCATON POST: Technical Services Manager Selection Criteria A) EXPERENCE & KNOWLEDGE 1. Degree level or relevant qualification in construction or building maintenance. Means of Assessment CV/C 2. Evidence of continuing professional development. CV/SL/C/ 3. Health & Safety qualification SOH / NEBOSH CV/C 4. Proven track record in delivering technical services in social housing, or similar environment. CV/SL/ 4. Experience of managing at least one of the following functional areas at a Management level: Asset management, responsive repairs, technical services, estates CV/SL/ 5. Experience of reporting to a committee structure CV/SL/ 6. Experience of controlling large budgets. CV/SL/ 7. Thorough knowledge of asset management and investment CV/SL/ 8. Understanding of regulatory requirements CV/SL/ 9. Knowledge and understanding of value for money. CV/SL/ 10. Comprehensive knowledge and Understanding of Health & Safety responsibilities within a housing services environment. CV/SL/ 11. Knowledge and understanding of equality and diversity. CV/SL/ 11
POST: Technical Services Manager - LYHA B) SKLLS AND BEHAVOURS Communication Ability to: Link to Behaviour Means of Assessment Communicate openly and honestly, with a wide range of people and audiences Present information clearly and concisely. Engage with people by listening to ideas and seeking different views 1 1 9 /P /P/S /S Delivering Excellent Technical & Estates Service Ability to: Understand and analyse customer needs to help shape future services and current delivery Develop partnerships that improve services Challenge the status quo and identify ways that lead to improvements dentify best practice and set ambitious targets which deliver value for money for customers Demonstrates: 5 3 19 19,20 /P/S A track record of delivering on promises to customers 11 CV/SL/ Managing and Motivating People Ability to: Lead, encourage, engage and motivate staff in a way which supports and develops them Encourage high performance in others so that they can be the best they can Promote cooperative working 7 12,13 4,7,8 /S Demonstrates: Positive approach to diversity, which values and promotes an environment where people work effectively together 2,7,10 12
POST: Technical Services Manager - LYHA Positive and Resilient Demonstrates: Resilient, positive and calm when responding to conflicting priorities Effective problem solving and conflict resolution A positive approach Flexibility and adaptability to hours, ways of working and priorities 16 17 14,23 25 4, 16 Strategic Able to: Contribute to decision making at LYHA Lead projects to deliver successful outcomes that benefits customers Translate the vision, values and strategic aims into everyday activities 10,14 20, 21,22 /P Demonstrates: Commitment to the vision and values of the and delivery of the strategic aims of LYHA Clear strategic vision for the service which leads to improvements for customers and communities 14, 24 15 24 /P /P Methods of Assessment CV SL C P W S Curriculum Vitae Supporting Letter nterview Production of Certificate Presentation Written Test Skills Test 13
Leadership Behavioural Framework Leaders and Managers at LYHA are expected to demonstrate the leadership behaviours that are linked to our Values and form part of the Leadership Behavioural Framework. Value Description Leadership Behaviour No. STRONG PRNCPLES & NTEGRTY Our commitment is to be fair, ethical, open and honest. We will achieve this by welcoming diversity, by valuing different people s experiences and skills and treating each other and everyone with respect. We challenge and we are open to challenge. Communicate openly and honestly, being clear about our expectations Working well with people who have different ideas, perspectives and backgrounds and valuing the positive influence of diversity Constructively challenge the status quo to identify ways of improving services for customers Embrace change and enable colleagues to adapt to new ways of working 1. 2. 3. 4. WORKNG TOGETHER We recognise that we will only be successful by working together and building genuine partnerships with our tenants and customers. We will form strong and effective partnerships to compliment our strengths and deliver results. We work as a team One LYHA demonstrating that we can be trusted. Promote partnerships as a means of shaping and delivering services to the community Be visible and approachable across the business and externally Encourage staff to work cooperatively together, creating a supportive team environment, breaking down silos Create new opportunities for individuals to work together 5. 6. 7. 8. 14
PEOPLE FOCUSSED We are a listening and learning organisation. Our services are flexible and responsive and services are shaped to meet customers needs and expectations. We care about outcomes and want to make a difference. Actively engage people by listening to their views and ideas, seeking different perspectives and using them to help shape services Lead, support and promote activities that lead to positive social and economic outcomes Deliver on our promises to staff and customers 11. Value Description Leadership Behaviour No. 9. 10. PROFESSONAL We aim for excellence and innovation in everything we do. We invest in and develop our staff to ensure we provide the highest standard of service. We care about value for money and aim to be efficient and effective. By spending our time and money wisely we ensure we deliver the best possible services and products. Encourage high performance in others and motivate staff to be the best they can Take time to understand and support staff, recognising individual skills and developing potential Act in the best interests of the organisation and its people Provide strategic direction for the organisation to improve performance 12. 13. 14. 15. AMBTOUS We don t stand still. We never rest on our laurels and continually look for ways to improve and do better, yet we have our feet on the ground. We are creative, innovative and solutions focused. We punch above our weight. Demonstrate resilience and be positive and calm when responding to conflicting demands Provide a climate where problems can be aired, discussed and resolved Work to develop new initiatives that contribute to the development of the organisation dentify good practice and set high standards Ensure that work progresses and projects are well targeted, managed and evaluated to deliver strategic aims 16. 17. 18. 19. 20. 15
LOCAL PRESENCE We are passionate about Leeds & Yorkshire. We want to contribute and add value in our local neighbourhoods and communities. Take a lead on projects and make things happen Develop and support local initiatives that lead to real benefits for communities Create excitement and commitment from others 21. 22. PRDE We are passionate about who we are and we take pride in what we do. We want to encourage people to be proud about where they live and work. Translate the vision, values and strategic aims into everyday activities Provide a positive and supportive environment - a great experience for staff and customers 23. 24. 16
Technical Services Manager Summary Terms and Conditions Salary: 40,000 p.a. Holiday Entitlement: 25 days which increases by one day per year to a maximum of 30 days. Essential Car User Allowance: 2,500 p.a. Healthcare Benefit: Healthsure (contributory scheme) Notice Period: 3 months (after 6 month probationary period) Pension: Social Housing Pensions Scheme (SHPS) CARE 1/80 th Defined Benefit Scheme Work Life Balance: Flexible working hours and family friendly policies 17
OUR VSON To provide excellent quality affordable homes and services that make a positive impact on people and communities. OUR VALUES STRONG PRNCPLES & NTEGRTY WORKNG TOGETHER PEOPLE FOCUSSED PROFESSONAL AMBTOUS LOCAL PRESENCE PRDE 18
Chief Executive Lisa Pickard Exec Director Resources Richard Morris Exec Director - Operations Derek Stewart 19
Exec Director - Operations Derek Stewart Housing Services Manager Sarah Knight Customer Experience Manager Norman Davidson Technical Services Manager Vacant Neighbourhood Management Officer 3 x 37.5 1 x 40 hour Chris Whiitaker / Jackie Gillen / Katy Neeson / Caroline Duncan (Temp) Customer Services Team Leader Nicci Barraclough Customer Service Advisors Angie Millar / Sorya Kelly / Viv Stevenson / Carren James Almshouses Support Worker / Housing Officer Gail Smith Estates Maintenance (Caretaking & estate repairs) Facilities & Estates Manager Jason Hutchinson Estates Appearance (Gardening, Grounds Maintenance) 1 x Technical Officer nvestment Phil Redfearn 1 x Technical Officer Responsive Paul Snellgrove Technical Support Officer Alison Rawding 20
Exec Director Resources Richard Morris T Manager David Mackay Finance Manager Gareth Flower Governance & HR Functions Vacant T Apprentice Daniel Marshall Business Analyst/Performance Officer Annie Cotton Finance Officer Katy Smith Management Accountant Helen Roberts 21
HOW TO APPLY Thank you for expressing an interest in the position of Technical Services Manager at Leeds & Yorkshire Housing Association. Please follow the guidelines below: Application Process Please submit an up to date Curriculum Vitae (CV) and a covering letter as your submission for the post. The CV and letter combined should be no more than 6 sides of A4. t is important that your CV and letter highlights the supporting evidence of how your previous experience, knowledge and skills relate to the requirements as set out in the role profile and person specification. Within your CV please ensure that you provide the following information: Full name and postal address Work and home telephone contact numbers and your email address National nsurance number Employment history (please explain any gaps) Qualifications and dates obtained Current Memberships of relevant professional associations/institutes Current or most recent salary We also request that you complete the Equality Monitoring form which is included as a separate sheet with this pack. Please return your application by 5pm on Friday 4 th April 2014 to Julia Cullen julia.cullen@lyha.co.uk or by post to: Julia Cullen Leeds and Yorkshire HA 2, Shire Oak Road Leeds LS6 2TN 22
EQUAL OPPORTUNTES MONTORNG FORM Leeds & Yorkshire Housing Association is committed to ensuring and promoting diversity and equality of opportunity in housing, employment and the provision of services for all people within its range of work. We will not treat any person less favourably because of their ethnic origin, gender, transgender, disability, sexual orientation, religion or belief, and in accordance with the 9 protected characteristics of the Equality Act 2010. Provision will be made to ensure there are no barriers to inclusion, and applicants for housing, employment, committee membership, or for participation in any tenant focused group are welcomed from all sectors of the community. We are committed to an ongoing programme of action to make our policies fully effective, and to ensure our Equality & Diversity Strategy is fully implemented and monitored. Therefore, to help us in our monitoring of the effectiveness of this policy, we would like you to complete this form. This information will not be used for any other purpose, and will be kept confidentially. The form is kept separately from your application and plays no part in the selection process. Vacancy Applied for: Technical Services Manager 1. Gender (please circle which best describes you) Male Female 2. Transgender Does your gender differ from your birth gender? (if yes please tick box) 3. Ethnic Origin (please circle the one which best describes your ethnic origin) White Black or Black British Asian or Asian British British African ndian rish Caribbean Pakistani Other (please specify): Other (please specify): Bangladeshi Other (please specify): 23
Mixed White and Black African White and Black Caribbean White and Asian Other (please specify): Chinese or Other Ethnic Group Chinese Any other ethnic background (please specify): 4. Age (please circle the age group that you belong to) Under 25 25 to 34 35 to 54 55 to 64 Over 64 5. Sexual Orientation (please circle one that best applies to you) Heterosexual Bisexual Gay Lesbian Prefer not to say 6. Religion/Belief (please circle as appropriate) Atheist Buddhist Christian Hindu Jewish Muslim Sikh Other Prefer not to say Disability Adjustments for Selection Purposes Please contact us if you need any of the application information in an alternative format or if you need any adjustments for the interview. Thank you for completing this form. 24