recruitment pack resident engagement officer
TRANSCRIPT
Resident Engagement Officer
Bromsgrove District Housing TrustBuilding excellent communities with passion and pride.
Recruitment Pack
Application for Resident Engagement Officer 2
Letter to Applicant Page 3
About bdht Page 4
Our Vision, Mission and Values Page 5
Benefits Page 6
RoleProfile Page 7
PersonProfile Page 10
Contents
Application for Resident Engagement Officer 3
August 2021
Dear Applicant
Re: Application Pack – Resident Engagement Officer
At bdht,weareproudofourstaffandtakegreatcaretoselectthebest.Successfulapplicantsaregiveneveryencouragementtodevelopandgrowwithinthebusiness.
Wenowneedsomeoneproactiveanddynamictoworkinanexcitingareaofourbusiness.You’llneedimaginationandabilitytoadapt.Forus,yourattitudeisjustasimportantasyourskills.
Ifyouthinkyou’rethepersonwearelookingfor,pleasespendsometimeandthoughtcompletingtheonline application form and submit it by 9am Friday 27th August 2021.
InterviewswillbeheldonThursday 23rd September 2021.
Ifyouhaveanyqueries,pleasecontactSamanthaPowell,HRAdvisor,on01527 557546.
DealingwiththeCOVIDcrisishaschallengedindividualsandorganisationslikeneverbefore.We’vehadtoflexandadaptandourrecruitmentprocessischangingasaresult.Yourhealthandsafetyisapriorityandourprocessesreflectthis.Therefore,wewilldothefollowing:
• Continuetointerviewface-to-face,withinsocialdistancingguidelines.Forexceptionalcircumstanceswewillconsidervirtualinterviews.
• Wewillspaceinterviewsfurtherapart,sothatmeetingroomscanbecleanedthoroughlyandotherareassanitisedforyourwelfare.
• Maskstobewornwhilstmovingaroundthebuilding.
• Wearereliantonyouworkingwithustoadviseusofanyotheradjustmentsyoufeelarenecessary.Wewantyoutofeelcomfortableapplyingforarolewithusinthesedifficulttimes.Ifyoucanseeanybarriersthatstopyou,pleasetellus.
Yourssincerely,
MarkRobertsonChiefExecutive
Letter to Applicant
Application for Resident Engagement Officer 4
bdhtisanaffordablehousinglandlordbasedinBromsgroveintheWestMidlands.Theorganisationownsandmanagesover4,000dwellings,whicharecomprisedofsocialrent,marketrent,sharedownershipandspecialistaccommodationforthosewithdifferentneeds.bdht also manages homelessnessundercontractonbehalfoftheLocalAuthority.Weareastrong,well-respectedandfinanciallyviableindependentbusiness.
WehaveanimportantrolewithinthecommunitiesofBromsgroveandthesurroundingareasandwearestronglycommittedtoremainingindependent.TheorganisationwascreatedinApril2004whenitpurchasedtheoriginalstockfromBromsgroveDistrictCouncil.Sincethattimebdhthasbeenveryactiveinbuildingnewhomes,increasingthetotalstockbyover10%inthelastfiveyears,providingmoreaffordablehousingsolutionsforpeopleinneed.
Thebusinessisregisteredasacharityandoperatesonanot-for-profitbasis,butisfirstandforemostacommercialbusiness,albeitonethatfocusesuponsocialoutcomes.
bdht employs157peopleandisdedicatedtoprovidingexcellentservicesthroughbeingacommittedlearningorganisation.Mostofourmiddleandseniorleadershavebeendevelopedwithinthebusinessandwehaveamajorcommitmenttoidentifyingtransferableskillswithinouremployeesandcreatingopportunitiesforindividualstogrow.
bdhtisapeoplebasedorganisation.Inthe2018‘GreatPlacestoWork’survey,95%ofstaffsaywe’rea“greatplacetowork”.Weareaserious,happy,hard-workingbusinessthatthinksit’sessentialtohavefun.Webelieveinourstaff,andactivelysupportthembaseduponthreecorethemes:‘Lookafteryourself’,‘Lookafteryourcolleagues’and‘Lookafterthebusiness’.Westronglysupporttheconceptoftheindividual,theirgrowth,developmentandwell-being.
Weareagoodemployerwhopaysfairlyandhasexcellenttermsandconditions.Butaboveallweabsolutelyrecognisethatgoodperformanceislinkedtohappystaff,soweactivelyencouragefunandexpectthatitispartofthenormalworkingday.
About bdht
Application for Resident Engagement Officer 5
Our Vision
“Imagineanorganisationthatbelievesintheimportanceofcommunity,whereeveryoneistreatedasanindividual,valuedandrespect.Wheredifferencesarecelebratedandpersonalresponsibilityincombinedachievementisveryimportant.Wherestaffstrivetoprovidethehighestqualityofservicewithenergy,prideenjoymentandasenseofhumour.”
Our Mission
“Buildingexcellentcommunitieswithpassionandpride.”
Our Values
Atthecoreofbdht isasetofvaluesthatwerearrivedatbythestaffandtowhichweallaspire.Aseriesofpresentationsandteammeetingswereheldinwhichthestaffputforwardanddiscussedthevaluesthatwereimportanttothem.TheproposednewvalueswerethentakentothemainBoardwheretheywerewholeheartedlyendorsed.Asaresult,allstaffandBoardmemberslivethefollowingvalues:
Caring “Tocareaboutthequalityofservicesweprovidetoourcustomersandthewelfareofthe Trust’semployees”
Enabling “Toenableourcustomerstoaccessandchooseserviceswhereverpossibleandempower theTrust’semployeestodeliverhighstandardsofcustomerservice”
Honesty “Toonlypromiseservicestocustomersthatwecanreliablydeliverandbeanemployer whoistrustworthyandactswithintegrity”
Positive “Tocareaboutthequalityofservicesweprovidetoourcustomersandthewelfareofthe Trust’semployees”
Fair “Todeliveraconsistentlyexcellentservicetoallcustomersandtoalwaysbefairinthe day-to-daysupportoftheTrust’semployees”
Our Vision, Mission & Values
Application for Resident Engagement Officer 6
Salaryis£27,008 per annum
37 hoursperweek
32 days annual leaveplusbankholidays
AgileWorking
PensionScheme
RewardStatements
EmployeeAssistanceProgramme
MentalHealthFirstAiders
HolidayBuyBackScheme
HealthcareCashBackScheme
Retail Discounts
FreeRefreshments
FreeParking
bdhtoffersaDefinedContributionpension,administeredbytheSocialHousingPensionScheme.Initialcontributionrates,atautoenrolment,areat3%withthepossibilitytoincreasecontributionsthereafter asfollows:
Member pays bdht pays
3% 5%4% 6%5% 7%6% 8%
Lifeinsuranceisalsoavailabletomembersofthepensionscheme.LifecoverofthreetimesyourearningsisprovidedaspartofyourmembershipofSHPSDC.
Benefits
Application for Resident Engagement Officer 7
ResidentEngagementOfficer
Business Improvement Manager
Not applicable
‘Tobuildexcellentcommunitieswithpassionandpride’
Thepurposeofthisroleistoensurethattheviewsofcustomersatacommunity/neighbourhoodlevelareunderstoodbytheorganisation,andthatcustomersarekeptuptodatewithchangestoservicesresultingfromtheirfeedback.Thissupportsourcorporateobjectiveof95%customersatisfaction.
Job title
Responsible to
Responsible for
Vision
Purpose
Role Profile
Application for Resident Engagement Officer 8
Role Profile
Key Achievement Areas:
Toco-ordinateanddirect,inliaisonwiththeBusinessImprovementManager,theworkofTenantMystery
Shoppers,TenantInspectorsandotherad-hocresidentengagementactivities.
TocollatefeedbackfromTenantMysteryShoppers.
Toissuecommunalcleaningandgroundsmaintenanceinspectionformsandcollatereturneddata.
RelayinformationfromTenantInspectionstotheEnvironmentalServicesTeam.
TosupporttheBusinessImprovementManagerinthecollationofTMSReportstotheResidentScrutiny
PanelandSeniorManagementGroup.
Issuingvouchers/raisingBACSpaymentstoinspectorsandmysteryshopperswhohaveengaged.
Toattendestatewalkabouts.
Tobuildlinkstocustomersinthecommunitywhowishtoengage.
Toorganiseandfacilitatefocusgroupsatacommunity/neighbourhoodlevel.
ToorganiseandfacilitatefocusgroupsinsupportofspecificservicereviewsorResidentScrutinyPanel
EnquiryGroups.
Toaddressanyadhocqueriesfromengagedresidents.
Toensurethatissuesidentifiedfromengagementactivitiesareraisedwiththeappropriateservice
managerandimplementationismonitored.
EscalatethroughtheBusinessImprovementManager/HeadofBusinessImprovementandactionsnot
implementedwithagreedtargets.
Maintainaccuraterecordsofallcustomerfeedbackinaformatthatiseasilyexamined.
Application for Resident Engagement Officer 9
Role Profile
Key Achievement Areas:
Todeveloplocalnewsletterstosummariseactionstakenbybdhtinresponsetoissuesraisedby
customers.
Toacknowledgeandcelebratewithteamscomplimentsreceived.
TosupporttheBusinessImprovementOfficerandCustomerResolutionOfficerasandwhen
requiredasdirectedbytheBusinessImprovementManagerandHeadofBusinessImprovement.
Tomonitorandkeepuptodatewithbestpracticeinresidentengagement.
Tomaintainagreedlevelsofparticipationthroughrecruitmentcampaigns.
ToattendandworkwiththeResidentScrutinyPanelasrequired
Tounderstandregulatoryrequirementsinregardtoresidentengagementandkeepuptodatewith
changes.
Application for Resident Engagement Officer 10
Skills and Experience - Experience/Knowledge
Experienceworkingincustomerfacingservicedelivery
Essential Desirable
Abilitytofacilitategroupactivitieswithconfidence
Person Profile
Skills and Experience - Education
Secondaryleveleducation
Essential Desirable
BTEC/HNCorsimilarinHousing(fullinpartial)
Abilitytoconstructivelychallengeanduseinfluencetodirectchange
Experienceusingtheinternetandothersourcestoresearchbestpractice
Theabilitytoproduceshort,concisefeedbackmaterialthatisunderstoodbytheaudience
TheabilitytousesocialmediaandITsoftwaretoengageresidents‘virtually’
Theabilitytolistentoandempathisewithcustomers
Abilitytorecognisekeythemesandpatternsindata
Application for Resident Engagement Officer 11
Person Profile
Competency
TechnicalSkills
CommercialAwareness
CustomerServiceandQualityFocus
Provenabilitytounderstandandoperatewithinthetechnicalrequirementsoftheroleandabilitytoconsistentlymeetdeadlines.
Recognisingtheroleyourjobhastoplaywithinthewiderorganisationandunderstandingtheimpactofactionsonthewiderbusiness.
Tobuildarapportwithbothcustomers,staffandmanagers.Tobeabletolistento,understand,andempathisewiththecustomerperspectiveandtocommunicatethistothewiderorganisation.
AchievementOrientation
Planning and Organising
Communication
Evidencingabilityandadesiretoachievebothworkandpersonalobjectives.
Prioritisingandplanninginordertomeetownandothersobjectives,organisingselftoensureservicelevelsaremet.
Consistentlyabletocommunicateappropriatelyandeffectivelyatalllevelsinordertomeettheneedsofcolleaguesandcustomers.
Behaviours
CriticalThinkingSkills Utilisingproblemsolvingtoolsandtechniques,lookingatalltheoptionsandseekingtoidentifysolutions.Demonstratingaccuracyandaconscientiousnesstodetailintaskcompletion.
Application for Resident Engagement Officer 12
Personal development
Wewillofferopportunitiesforstafftodevelopandexpandtheirknowledgeandskills,itisintendedthatthiswillsitwithinaframeworkthatassistsindividualswithongoingpersonalandcareerdevelopment.
General
Nojobdescriptioncancovereveryissuewhichmayarisewithinthepostatvarioustimesandthejobholderisexpectedtocarryoutdutiescommensuratewiththerolefromtimetotime.
This post requires that the job holder is subject to a DBS check at a basic level.
Acurrentdrivinglicenceandaccesstoanappropriatelyinsuredvehicleisarequirementforthepost.
Forthepurposeoftravelandexpenses,thisrolewillreceivethefollowingmileagerate:
General Information
Casual Essential User Car Allowance
Mileage Rate / Car AllowanceCasual Users
451 - 999cc 1000 - 1199cc 1200 - 1450cc
Permilefirst8,500
Permileafter8,500
39.7p
12.1p
43.1p
12.0p
54.4p
14.3p