Draft v5 JOB DESCRIPTION AND PERSON SPECIFICATION Resident Liaison Coordinator Grade: PO1 Responsible to: Partnering Manager Responsible for: Job Purpose: To undertake resident consultation, in a liaison capacity, between Ascham Homes staff, the customer and contractors to ensure that information, support and assistance is provided to the customer, in a pre-planned and co-ordinated way, throughout the process of planned works. Ascham Homes Visions & Priorities Vision: Working together to provide quality homes in a thriving community Priorities and the overall priorities to guide the company: People: Resources: Improvement: Listening to and responding to your needs Making the best use of your money – doing more for less Achieving very high customer satisfaction through service improvement Rewarding the ‘can do’ attitude and commitment of our staff Community impacts through joint action Development: Environment: Key Responsibilities (Corporate) Work with the Head of Asset Management to develop, communicate and deliver Ascham Homes’ annual corporate goals through clear and measurable targets. Comply with all related legislation and regulations relevant to Buildings, Housing, Planning, Health and Safety thereby minimising and eliminating risks to Ascham Homes of non-compliance. 1 Prepare and submit timely, accurate and informative report, reviews and analysis for senior management, EMT, LBWF, The Board and its committees. Complete regular quality assurance assessment of projects, reported on and measured against various strategies, policies, plans and decisions. Attend and participate in meetings, seminars and events as representative of Ascham Homes including those with key stakeholders, local community groups, police and emergency services, consultants, contractors, housing providers, Waltham Forest Council, CLG and other government bodies etc. Use the opportunity of participation in meetings, seminars and events to promote good working relationships, establish network contacts and increase perception of others of the value of Ascham Homes. Contribute to the delivery of Ascham Homes Business Plan, the implementation of Ascham Homes REFOCUS programme and other key components of continuous improvement. Ensure best value is obtained in all work undertaken and value for money achieved Ensure that the Asset Management Division implements it’s commitment to delivering an excellent customer focused service, has awareness of the sector and its challenges and promotes customer involvement. Look for ways to exceed customer expectations and invite feedback. Keep informed of Right to Buy/Leaseholder legislation, and management of the section 20 notice period in relation to contracts and information for the preparation of service and scheme charges is provided. Key Responsibilities (Functional) Oversee the resident liaison function for all Asset Investment works and projects, with a view to providing a good quality, customer-centric service. Facilitate the smooth running of planned investment programmes and projects by liaising with customers, customer panels/groups, contract panels and local authorities as required, in writing and by way of arranging and attending meetings. Develop and promote a resident liaison strategy to ensure customers are consulted and involved on all aspects of service delivery. This will include the introduction of a proactive, face-to-face resident liaison service, which delivers a local and personal service. Compile KPI (key performance indicator) reports on all aspects of project/programme performance – contractor performance, consultancy performance, adhering to timescales, customer satisfaction, defects etc. Carry out trend monitoring/reporting and ensure that an agreed service level is maintained at all times. 2 Prepare and publish standard consultation documentation for works such as Ascham Homes internal home improvements programme and external repair and decoration programmes, etc. Monitor all systems and procedures and advise the Head of Asset Management and Partnering Manager on recommendations for the continual development and improvement of the Resident Liaison Service function. Represent Asset Management at customer panels/groups (i.e. Asset Services Residents Advisory Group, including those held outside normal office hours, to discuss all aspects of proposed commissions as appropriate. To ensure Key performance indicators are audited and analysed to achieve set targets an are in line with upper quartile performances Commit to the active involvement and consultation of tenants and leaseholders in the programming, specifying and delivery of major works schemes before during and after the completion of the works. Obtain feedback from tenants and residents on a regular basis regarding views on their experience of the team’s activity in and around their home, including attending evening meetings where appropriate. Take action as necessary on both positive and negative feedback. To ensure timely and professional responses to service enquiries and complaints from the residents, the general public, Councillor’s and MPs, solicitors etc. In all aspects of the company’s work, to promote effective communications, excellence in customer service, a focus on continuous improvement and a proactive approach to all best practice; and legal and compliance matters. Requirements Experience Extensive experience of working in Housing in a resident liaison function management capacity. Experience of working in a customer service environment. Understanding contract arrangements and responsibilities of contractors/consultants and ensuring these are delivered. Intermediate to advanced standard of IT skills, in particular spreadsheets Experience of producing reports and consultation documentation Knowledge of current, relevant policies and programmes affecting the social housing sector i.e. Decent Homes, HQN and Housing Corporation initiatives and best practice on resident engagement. Technical Skills 3 Knowledge of government policy regarding social housing. Performance management techniques. Housing legislation and regulations with particular reference to repairs, maintenance and programmed working. Construction processes. Developing strategies for Customer Engagement Local Government policies and procedures. Public sector processes, procedures and sensitivities. IT literate, particularly with Microsoft Office, Word, Excel, PowerPoint and Access. Effective presentation skills. Leadership and Management Motivating others to achieve and deliver. Delivering services within Equal Opportunities, Diversity and Race Equality guidelines Applying Health & Safety, Customer Care and Communications policies appropriately Commercial, Analytical and Intellectual Thinking creatively and removing obstacles to achieve desired outcomes. Developing enhanced services and quality improvements via analysis and feedback. Equalities and Diversity Champions the furtherance of staffing and service delivery without discrimination or prejudice; Challenges behaviour and systems, which are negative to disadvantaged groups and seeks to bring about corrective action. Communication Strong presentation skills and ability to promote the Company to a range of individuals/organisations Ability to build and facilitate strong internal team relationships and corporate working Strong written and verbal communication skills Effective communication skills using approach and style relevant and appropriate to audience/recipient. 4 Timely submission of written reports. Customer Service Experience of achieving excellence in delivery of service and commitment to continuous improvement Ability to reflect and recognize the needs of all groups within society and particularly those who are inherently disadvantaged or deprived Placing the needs of the customer at the core of all activities by demonstrating customer involvement and customer satisfaction. Attending evening meetings and events as required. Personal Qualities Achieving conclusions and satisfactory outcomes. Demonstrating proactivity and positivity as integral ingredients of style and approach. Demonstrating ability to convince others of validity of activity/activities and building commitment as a result. Demonstrating enhanced negotiation skills which enhance the likelihood of disputes/differences being resolved/agreed in favour of Ascham Homes. Jan 2011 No job profile can cover every issue which may arise within the post at various times and the job holder is expected to carry out other duties from time to time. 5