Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
GHA Graduate Management
Trainee Programme
2011 - 2013
Better homes, better lives,
a better Glasgow
Page 1
Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
Information
Page
Who we are
3
Who we are looking for
5
About our Graduate Trainee programme 2011-2013
7
Job Profile
8
GHA Strategy – The Big 5
16
GHA Values and Competencies
17
Recruitment Process
19
Supporting Information
20
Better homes, better lives,
a better Glasgow
Page 2
Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
Who we are
We are a Registered Social Landlord with more than 80,000 customers and over 2,000 staff across
the city. We are a not-for-profit organisation, an Industrial and Provident Society and a registered
charity that is regulated by the Scottish Housing Regulator.
We are committed to delivering better homes and better lives for our 56,000 tenants and 27,000
factored homeowners. We are also dedicated to providing better and more local housing services
for our customers.
We aim to be an exemplary landlord, engaging, listening and responding to our tenants and
homeowners and playing a central role in the physical, social and economic regeneration of
Glasgow.
Our corporate offices are based in Glasgow’s city centre and we have a citywide network of local
housing organisations delivering front-line services to our customers. These are supported by
strategically located Area Teams which mirror the city’s strategic planning boundaries.
We work in partnership with the Scottish Government, Glasgow City Council and other partners for a
healthier, safer, smarter, fairer, wealthier and greener place to live.
What we can offer
GHA is a vibrant, exciting organisation which is in the midst of transformational change. With a new
Executive Team, a new purpose of direction, and a structure that has been radically overhauled to
put service excellence at the heart of everything that we do, there’s no better time to join us.
As the largest registered social landlord in Scotland with ownership of more than a quarter of the
housing stock across Glasgow, GHA is large enough to capitalise on our scale to deliver the very
best to our customers. Our people are at the heart of what we do and we know that without them,
we wouldn’t be able to deliver on our promises. As part of our ongoing commitment to people
development, in 2011 we have decided, for the first time, to introduce a Graduate Programme to
build on our already strong management capability.
In addition to providing stable employment during the two-year programme, our Graduate Trainees
will be given the opportunity to work across functional specialisms in GHA, so as to develop an indepth knowledge and will then be given the opportunity to specialise in one of these disciplines.
To assist our Graduate Trainees make the transition from academia to industry, we’ll provide both
hands-on practical experiences of the housing and regeneration sectors coupled with the chance to
achieve nationally accredited management and leadership qualifications.
Better homes, better lives,
a better Glasgow
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
In addition to this, we’ll provide our Graduate Trainees with both practical and pastoral support. All
in all, we think that our Graduate Trainee Programme offers an unparalleled opportunity for
graduates who want a career in housing and/or regeneration.
The introduction of a Graduate Programme assists us and aligns us with our strategic partners as
part of our wider action strategic aims.
We aim to recruit graduate management trainees to increase the talent and capability that exists
within the business. Graduate trainees will spend 2 years working in rotation on work based
placements and projects within our core business.
A formal review will take place at the end of the probationary period (to be agreed), to allow both
the graduate and review panel to assess suitability.
At the end of the programme it is anticipated that the Graduate would be in a position to take up a
Management role within the organisation. The day to day management of the graduates will be
managed by the local Managers, overseen the Organisation Development Team.
Graduates would be expected to carry out duties in accordance with our policies and procedures.
These policies would be communicated at Corporate Induction. Any breach of the policies will be
managed by line managers and supported by Human Resources which is current standard practise.
In line with our current policy in Absence Management, all graduates attendance will be managed
by line managers and supported by Human Resources which is current standard practise.
Should any performance or disciplinary issues arise up to and including the termination of their
training contract while the graduate is in our employment this will be managed by line managers in
line with our Performance Management policy. Any issues arising will be supported by Human
Resources which is current standard practice.
Better homes, better lives,
a better Glasgow
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
Who we’re looking for
Job:
Graduate Management Trainee
Company:
Glasgow Housing Association Ltd (GHA)
Location:
Glasgow
Contract:
2yr Fixed Term Training
Salary:
Yr 1
SCP 23 £20,986
Yr 2
SCP 26 £23,030
Job applications
Open:
March 2011
Start Date:
August/September 2011
GHA is a Registered Social Landlord across the City of Glasgow. We manage social rented housing
properties and are governed by the Scottish Housing Regulator. This role involves working in
different departments within GHA gaining experience in all aspects of housing management
including Investment and Regeneration.
You will be a natural self starter, who is focussed on developing both personal and professional
transferable skills to develop your career. You must enjoy being challenged as you will be expected
to be involved with stretching projects throughout your programme to ensure your skills continue to
develop.
We want our employees to:
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Feel proud to work for GHA
Know that there is a clear vision for the service, with strong and supportive leadership
Make their job special for themselves and their customers by creating positive experiences.
Better homes, better lives,
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
To be passionate about
 Putting our customers first
 Continuously improving
 Making the right decisions
To be inspirational through
 Communicating effectively
 Learning and developing
 Working together
To be ambitious about
 Leading the way
 Understanding the bigger picture
 Delivering ‘right first time’ results
Everyone in GHA either serves our customers or serves those who serve our customers. Our staff are
our most important and valuable asset as we strive to transform the service we provide to our
customers.
We recognise and appreciate the contribution that our people make in delivering quality services
and have confirmed this with Investors in People recognition and Customer Service Excellence
industry standards.
If you’d like further information, application pack and a detailed job profile please visit
www.gha.org.uk/recruitment
Alternatively email: recruitment@gha.org.uk or call 0141 274 6555.
Better homes, better lives,
a better Glasgow
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
About our Graduate Trainee programme 2011-2013
GHA’s Graduate programme will run over two years and graduates will rotate around departments
within GHA during their two year fixed term placement. Graduates will be issued projects to work on
while experiencing and learning all aspects of GHA business. It is anticipated after this programme
that graduates will be very well placed to secure a management post within GHA at the end of their
placement (dependant upon availability).
Graduates will be involved in Housing Management or Investment and Regeneration specialisms
and as part of this programme you will follow similar programmes across your first year and then
more specialist routes for year two.
In each year graduates will be placed in several departments which will involve a wide and varied
work experience plan.
Year 1
 LHO Placement (Rent, Letting, Voids,
performance, Customer Service)
 Area Placement (Investment, Service
Development, Finance)
 HR Placement (Project based,
recruitment, discipline and grievance,
attendance management, HR Policies)
 OD Placement (Project based, Learning
Plan, Event Management, Induction,
project support)
 Customer Contact Centre
Year 2
 Investment stream
o Asset Management
o Investment
o Regeneration
o Wider action
o New build
o Demolition
o Health and Safety matters

Housing Management stream
o Housing Management
o Operational management
o Tenancy sustainment
o Letting
o Effective rent collection
o Anti social behaviour
o Partnership working
o Neighbourhood and estate management
Job profile
Better homes, better lives,
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
Job Details
Job Title
Graduate Trainee
Location/
Section
Various Areas
Service Area
Various Areas
Report to
Line Managers and Organisation Development Manager
Grade
Year 1 SCP 23 (£20,986)
Year 2 SCP 26 (£23,986)
Date
Completed
June 2011
Job Summary
To support GHA Managers while developing an overall knowledge of GHA business, and deliver agreed projects on time, within
budget and to agreed quality standards. Delivery of excellent housing and neighbourhood management services plus
supporting the achievement of coherent and customer focussed management services. To supply expert advice, adhering to
governance and regulatory compliance. To gain an excellent working knowledge within housing disciples. This is a 2 year fixed
term management training programme where you will take responsibility for tasks under the supervision of managers and will
be expected to research all relevant information within each area. By the end of this programme you will have gained
experience across different functions of GHA. (This post is subject to Disclosure Scotland).
Job Outputs
The jobholder will carry the formal responsibility for delivering the following outputs and they will be achieved through effective
working relationships with those in the identified job interdependencies. (This will be achieved on a rotational basis across
departments within GHA for the duration of the programme.
Role output
You will gain experience within the following areas and work on projects within the following output areas:
Better homes, better lives,
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
Year 1
Housing and Customer
Services
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Support Housing Officers with Patch management
Manage administration and filing
Support in letting houses in line with GHA Policies and local letting plans
Support the management of voids to ensure all vacant properties meet the re-let standards
Support the management of referrals from GCC homelessness services in conjunction with
Area team.
Report repairs highlighted by customers –both tenants and owners ensuring these are logged
and completed timeously, right first time.
Assist in providing detailed housing benefits advice and support to all tenants who might
qualify for assistance, e.g.:
o assist with the applications process
o calculate likely entitlement
o work in partnership with the City Council on any application or review related
issues that affect our tenants to maximise their support and ensure timely
payment to the rent account.
Assist officers by giving advice and support to customers on any existing or new support
arrangements that will assist tenancy sustainment and general customer well being (e.g. smart
technology, adaptation, wider action, employability, fuel poverty etc)
Ensure all interactions with our customers are managed to the highest quality of service and
that all tenant service requests are delivered on time, and to the required quality, right first
time.
Support the management of patch services provided to all residents in the patch.
Support officers to ensure compliance with GHA tenancy conditions.
Support officers in ensuring we have well maintained, attractive and vibrant neighbourhoods.
Support officers to ensure tenants receive support to enable them to sustain their tenancies.
Support managers to adhere to Budget controls
Support in the preparation of cost forecasts to support effective budget management.
Demonstrate value for money in all business activity.
Demonstrate effective Information analysis
Better homes, better lives,
a better Glasgow
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
Investment and
Regeneration
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Support delivery of Improvement programmes
Support delivery of Wider action activities
Support delivery of Neighbourhood Management, environmental issues and sustainable
communities
Work in line with Investment policies and procedures
Support delivery GHA’s Investment Programme
Support delivery within Asset Management
Support delivery of Revenue and capital contracts
Support delivery of Programme Development and Programme Management
Display Health & Safety knowledge specifically linked to construction including, client
responsibilities, CDM regulations, working at height regulations, hot working permits, and
relevant building safety.
Demonstrate safe Construction site practice
Demonstrate understanding of Procurement, Valuation Process and Practices
Quality Assurance demonstrated in all areas
Finance and Business
Services
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Develop an understanding of Treasury and interdependencies within the business
Develop an understanding of Payroll; it’s legal and time constraints.
Develop an understanding of Financial Planning
Develop an understanding of Income and Cost
Develop an understanding of Management Accounting
Develop an understanding of Insurance
Develop an understanding of Expenditure
Organisation
Development and
Human Resources
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Develop an understanding of HR Operations
Develop an understanding of HR Strategy
Develop an understanding of HR Recruitment
Develop an understanding of HR SST
Adhere to Human Resources policy and guidelines
Develop an understanding of Change management
Actively develop own Learning and Development
Develop an understanding of all Learning and Development interventions
Develop an understanding of team Employee Development
Develop an understanding of continuous Professional Development
Efficient and well
managed work
processes
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Successfully apply system thinking to all business process and transactions to ensure
streamline delivery and achievement of excellent customer and business outcomes by the
most effective route
Deliver Value for money on all outputs
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Better homes, better lives,
a better Glasgow
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
Compliance with
professional,
regulatory, statutory
and corporate
requirements e.g.
health and safety,
procurement
procedures etc
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Compliance with Health & Safety procedures
Compliance with professional, regulatory, statutory and corporate requirements
Maintain and develop knowledge of all relevant Contract Documents, technical standards and
legislative requirements in connection with delivery of GHA programmes
Comply and implement all GHA policies and procedures
Act ethically and with integrity
Promote and implement GHA’s business plan
Give advice, support and guidance to colleagues
Year 2
Housing and Customer
Services
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Ensure all interactions with our customers are managed to the highest quality of service and
that all service requests are deliver on time, and to the required quality, right first time
Manage and coordinate selected tasks within the range of services provided to all residents.
Manage letting houses in line with GHA policies and local letting plans
Manage voids to ensure all vacant properties meet the re-let standards
Manage referrals from GCC homelessness services in conjunction with Area Team
Report repairs highlighted by customers – both tenants and owners - ensuring these are
logged and completed timeously, right first time
Provide detailed housing benefits advice and support to all tenants who might qualify for
assistance, e.g.:
Assist with the applications process
Calculate likely entitlement
Work in partnership with the City Council on any application or review related issues that affect
our tenants to maximise their support and ensure timely payment to the rent account.
Provide advice and support to customers on any existing or new support arrangements that will
assist tenancy sustainment and general customer well being (e.g. smart technology,
adaptation, wider action, employability, fuel poverty etc)
Monitor and adhere to Budget controls
Support in the preparation of cost forecasts for effective budget management.
Demonstrate value for money in all business activity.
Demonstrate effective Information analysis
Better homes, better lives,
a better Glasgow
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
Investment and
Regeneration
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Assist in development of Improvement programmes
Assist in development of Wider action activities
Assist in development of Neighbourhood Management, environmental issues and sustainable
communities
Work in line with Investment policies and procedures
Assist in development of GHA’s Investment Programme
Assist in development of Asset Management
Assist in delivery of Revenue and capital contracts
Assist in development of Programme Development and Programme Management
Demonstrate Health & Safety knowledge specifically linked to construction including, client
responsibilities, CDM regulations, working at height regulations, hot working permits, and
relevant building safety.
Demonstrate safe Construction site practice
Deliver good working practice in Procurement, Valuation Process and Practices
Quality Assurance demonstrated in all areas
Finance and Business
Services
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Demonstrate compliance to Treasury guidelines
Demonstrate compliance to Payroll guidelines
Demonstrate compliance to Financial Planning guidelines
Demonstrate compliance to Income and Cost guidelines
Demonstrate compliance to Management Accounting guidelines
Demonstrate compliance to Insurance guidelines
Demonstrate compliance to Expenditure guidelines
Organisation
Development and
Human Resources
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Demonstrate an understanding of HR Operations
Demonstrate an understanding of HR Strategy
Demonstrate an understanding of HR Recruitment
Demonstrate an understanding of HR SST
Adhere to Human Resources policy and guidelines
Support Change management
Actively develop own Learning and Development
Support all Learning and Development interventions
Support team Employee Development
Actively pursue continuous Professional Development
Efficient and well
managed work
processes

Successfully apply system thinking to all business process and transactions to ensure
streamline delivery and achievement of excellent customer and business outcomes by the
most effective route
Deliver Value for money on all outputs







Better homes, better lives,
a better Glasgow
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
Compliance with
professional,
regulatory, statutory
and corporate
requirements e.g.
health and safety,
procurement
procedures etc







Compliance with Health & Safety procedures
Compliance with professional, regulatory, statutory and corporate requirements
Maintain and develop knowledge of all relevant Contract Documents, technical standards and
legislative requirements in connection with delivery of GHA programmes
Comply and implement all GHA policies and procedures
Act ethically and with integrity
Promote and implement GHA’s business plan
Give advice, support and guidance to colleagues
GHA will develop as an organisation to deliver its longer term aims. The developing direction and priorities of GHA will require
flexibility and post holders will be required to respond to these within the scope of their job role.
Behaviours & Competencies
The post holder will be expected to demonstrate and evidence the following behaviours & competencies as described within
GHA’s performance development framework.
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Putting our customers first
Continuously improving
Making the right decisions
Communicating effectively
Learning and developing
Working together
Leading the way
Understanding the bigger picture
Delivering ‘right first time’ results
Better homes, better lives,
a better Glasgow
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
Person Specification
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Ambitious about the future of Glasgow
Passionate about what GHA does
Ability to be inspirational
Good interpersonal and presentation skills
Good communicator, internal and external
A proactive approach and commitment to continuous improvement
Committed to pursuing excellence in line with the organisation’s culture and values
Flexible, adaptable and able to work under pressure
Enthusiasm to develop leadership and coaching skills
Awareness and interest in the operating environment of GHA
Numerate and IT competent
Previous Experience
Essential
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n/a
Desirable
 Customer service experience. Relevant experience within Housing or relevant subject.
Qualifications
Essential
 Graduate Qualification
Desirable
 Graduate Qualification at 2.1 level in housing or other relevant subject (including Chartered Surveyor, Quantity Surveyor,
and Construction Manager)
 Membership of relevant Professional Organisation
Interdependencies
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Housing Operations Managers
Performance Co-ordinator
Projects and Maintenance Manager
Asset Manager
Area Finance Manager
Neighbourhood Manager
Business Improvement manager
Housing Support Manager
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
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LHO Committees
Area Director
HR Business Partner
OD Manager
Customer Service Centre
Tenants and other customers
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
Our strategy
GHA has recently been awarded Investors in People recognition across the whole organisation and
retained our Customer Service Excellence standards which reflect upon the hard work everyone has
put in over the last few years. Customer Service excellence is very important to us. GHA is
transforming and has a long term future transforming lives within Glasgow. To steer our efforts we
have developed our strategic aims listed below.
We have also identified our values and aligned our competency framework to these values to
support and continually develop our culture within GHA
Our 5 Big Aims
Strategic aim 1
To deliver excellent services
Strategic aim 2
Provide & maintain quality homes for the future
Strategic aim 3
Empowering communities to extend wellbeing & opportunities
Strategic aim 4
Ensure value for money through innovation & joint working
Strategic aim 5
Empowering people to create a make-it happen culture
Our Values and Competencies
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
We have developed our competencies against our values, both of which capture how we operate
within GHA and are an excellent reflection of our staff within GHA.
GHA Values and Competencies
We’re passionate about...
Putting our customer first
Continuously improving
Making the right decisions
We’re inspirational through…
Communicating effectively
Learning and developing
Working together
We’re ambitious about…
Leading the way
Understanding the bigger picture
Delivering ‘right first time’ results
Defining our competencies
We’re passionate about...
Putting our customers first
Putting our external and internal customers at the heart of everything we do. Building
relationships with customers to understand their needs. Continuously improving the services
we deliver to our customers.
Continuously improving
Embracing change for the benefit of our organisation and our customers. Driving continuous
improvement. Engaging and supporting colleagues and customers as we transform the way we
do things.
Making the right decisions
Making well thought-through decisions. Gathering and using all relevant information.
Developing effective solutions to problems.
We’re inspirational through…
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
Communicating effectively
Engaging with people – listening and answering questions. Communicating in clear, concise,
plain language. Adapting communication to the needs of each person, group and situation.
Learning and developing
Continuous personal, professional and organisational development. Giving and receiving
feedback to learn from experiences. Supporting the development of ourselves and others.
Working together
Building and maintaining relationships across our organisation, city and sector. Sharing best
practice and supporting each other. Working together to deliver the same goals as one
organisation.
We’re ambitious about…
Leading the way
Taking personal pride in getting the job done. Striving for excellence. Understanding and
adopting our values.
Understanding the bigger picture
Always keeping in mind the bigger picture of what we provide for our customers.
Understanding the role we play in the success of the city of Glasgow. Contributing to the overall
direction of our organisation.
Delivering ‘right first time’ results
Delivering quality work, on time. Being professional and organised. Being clear and
transparent about priorities.
Better homes, better lives,
a better Glasgow
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
The recruitment process
GHA is an Equal Opportunities employer. We are committed to the disability double tick
commitments and as such will guarantee an interview to anyone with a disability, who meets the
minimum criteria for the job. Our recruitment process is fair and transparent.
1. Request Application pack from Glasgow Housing Association Recruitment, by email:
recruitment@gha.org.uk or call 0141 274 6555.
2. Return completed application form before the closing date advertised
3. All applicants will be considered for short listing for interview
4. Successfully shortlisted candidates will be invited to attend an interview
5. The Interview process may include a form of assessment, interviews, presentations and
reference checks
6. Successful candidates will be appointed to start with GHA Ltd during summer 2011.
Supporting Information
GHA website
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Graduate Management Trainee Programme 2011 -2013
Information and Application Pack
www.gha.org.uk
Scottish Housing Regulator
http://www.scottishhousingregulator.gov.uk/stellent/groups/public/documents/webpages/shr
_updated2010re_ia4be16ca9-7.pdf
YourPlace (previously GHAM)
http://www.gham.org.uk/content/
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