neighbourhoods director -...

Neighbourhoods Director

February 2014

Olympic Office Centre, 8 Fulton Road HA9 0NU

Telephone 020 8830 6777 Fax 020 8450 9777

[email protected] www.campbelltickell.com

Campbell Tickell Ltd Incorporated in Cardiff (England & Wales) Registration number 4713939

Registered office 14 Accommodation Road, London NW11 8EP VAT number 743 6943 08

February 2014 Dear Applicant Genesis – Neighbourhoods Director Thank you for your interest in this position. Enclosed is the information you will require to assist you in completing your application. To apply please:

Provide an up-to-date CV which shows your full career history with any breaks explained – we recommend that this is no longer than three pages;

Write a supporting statement detailing how you are a good candidate for this post and how you fulfil the person specification – we recommend that this should be a maximum of around three pages; and

Complete the compliance form; including advising if you cannot attend any of the interview dates.

Please note that applications can only be considered if all the documentation is completed. However, it is not mandatory to complete the equalities section within the compliance form. The information requested is for monitoring purposes in line with our commitment to equality and diversity, and will not affect the outcome of your application. Once complete, please send your application, preferably in MS Word format, by email to [email protected] or by post to: Campbell Tickell Recruitment, Olympic Office Centre, 8 Fulton Road, Wembley, HA9 0NU. Due to postal unreliability we recommend you e-mail your application to us wherever possible to avoid missing the deadline.

mailto:[email protected]

Genesis Recruitment to the role of Neighbourhoods Director

February 2014 of 18

Applications must be received by Monday 10th March 2014 at 12 noon. It is your responsibility to ensure that we have received your application. If you do not receive confirmation of receipt of your application from us within 24 hours of sending, please call 020 3434 0990 to ensure it has arrived. You should also ensure that you use a secure email address from which to send your application, as our system will filter out emails if it believes them to have been sent from unsecured sites that are often used to send spam emails. In order to avoid last-minute IT issues, we also ask that you allow yourself ample time to submit your application in advance of the deadline. Details of the selection process can be found on page 17. Please do contact me if you wish to have an informal discussion about the role or if you have any questions ([email protected] or 020 3434 0990). I look forward to hearing from you. Kind regards

Gera Patel Senior Consultant

mailto:[email protected]


February 2014 of 18

Contents

Page

Welcome letter 5

About Genesis and the Communities Directorate 7

Role profile and specification 11

Executive and Communities Directorate 9

Principal terms and conditions 16

Key dates and the selection process 17

Media advertisement 18

The following supplementary information can be downloaded from www.campbelltickell.com:

Genesis annual review 2012-2013

Genesis financial statements 2012-2013

Genesis corporate strategy 2012 - 2015

To find out more please also visit the Genesis website: http://www.genesisha.org.uk/

http://www.campbelltickell.com/


February 2014 of 18

Welcome

Thank you for taking the first step to your successful career at Genesis Housing Association.

There has never been a better time to join Genesis as we near the end of our

transformation programme, the Genesis Way Programme. This change programme is about

making Genesis a great place to work for all of our employees; it will place our customers at

the heart of everything we do and it will make our organisation robust and fit for the future.

We are seeking exceptional talent that will help lead our organisation to champion this

change and ensure we fulfil all of our goals. This role of Neighbourhoods Director is critical

in ensuring that we can transform Genesis into a modern and dynamic housing association.

The postholder will be a member of our senior leadership team that is charged with

providing the day to day management and leadership for our organisation. It will offer you a

career shaping opportunity to define and mark your professional path with some amazing

achievements.

Genesis is a socially hearted, commercially minded organisation with an ambition to help

our customers to build better futures. To this end you will need vision, strategic and tactical

capabilities to lead the design, the ability to develop and implement complex services with

innovation and a passion for building strong and effective business relationships.

Our five values (that you will read more about later in this pack), form the DNA of our

organisation and by living these all of our employees are contributing to our vision to be a

leading property based service provider.

I truly hope you will take up this challenge and wish you every success in the recruitment

process and hope to welcome you on board in the near future.

Neil Hadden

Chief Executive


February 2014 of 18

I want to take the opportunity to thank you for your interest in this role and Genesis. It’s

been a busy year in the Communities Directorate. As the key external facing part of Genesis

we have been right at the heart of the transformation programme. In this Directorate our

focus has been very much on the customer. Changes to our staff structures and new IT

capability amongst other actions have had the customer very much at the heart.

The Neighbourhoods Director post is critical to our ability to successfully embed a positive

customer orientated culture – that means taking a proactive approach to service design and

delivery; it means making sure that going the extra mile becomes second nature; and that

our staff are happy and feel valued in being part of a successful team. You will relish the

opportunity to show us and the rest of the organisation how your leadership skills and

instinct can really shape and deliver that culture. As one of 13 Directors making up the

Senior Leadership Team, you will also want to use the opportunity to get involved in

corporate activities, while championing our Directorate and the difference that it is making

on a daily basis in the neighbourhoods where we work.

We have seen unprecedented change in our sector and Genesis has been able to respond

positively to those challenges. That’s the type of resilience that I need in this post. You

won’t be fazed by the unexpected - we work in a busy customer environment after all.

Instead you will be persistent in following issues up; be tuned in to what we can learn from

our responses; and be keeping one eye on the strategic change to come. I will welcome the

new ideas and fresh insight you will bring to our newly formed team along with your

portfolio of experience gained in housing or a related service, and your energy and

enthusiasm for delivering great customer service.

I hope the potential of this post inspires you to consider what promises to be an exciting and

rewarding opportunity. I shall look forward to receiving your application and thank you

again for your interest.

Laurice Ponting

Executive Director Communities


February 2014 of 18

About Genesis

Who we are

Homes for everyone

At any given time there are around 100,000 people living in a Genesis home.

We believe in providing homes to people wherever there is a need; whether that's in one of

our homeless hostels in Suffolk, or at our award-winning Stratford Halo development in East

London.

As one of the UK’s leading housing associations, we own or manage around 33,000 homes

across London and the east of England and our stock portfolio includes a range of properties

- from temporary housing to homes, homes, and supported housing.

Genesis is also part of the G15 group, which is made up of London's largest housing

associations. Between us, we are responsible for providing homes for around one in ten

people living in the capital. We're working to address the chronic lack of housing by building

new homes, too. Around 25 per cent of all new homes that are under development in the

capital are being built by G15 housing associations, including Genesis.

Building communities, not just houses

We believe it is our role to provide high quality services to help our residents, and the

people in those local communities, to build better futures for themselves and their families.

We’re part of one of the most ambitious regeneration programmes in Europe: a £450M

project at Grahame Park in Barnet. We’re also partners in a major long-term scheme at

Woodberry Down in Hackney, which will create new homes, community facilities and

schools in the area.

Separately, we have established our charitable foundation, Genesis Community, which is

working proactively to shape and improve local neighbourhoods for our residents.

The amount of money we invest in supporting local initiatives is growing year on year, and

last year we donated £1.8M to a wide range of projects including providing employment

training and support; volunteer training and work experience; youth programmes and

projects for older people; and support for vulnerable residents with mental health issues

and learning disabilities.


February 2014 of 18

Mission

To provide quality homes and services to enable our customers to build better futures.

Values

- Customer focus – Putting the customer (internal and external) first – treating our

customers with consistency and sensitivity

- Partnership working – Working together to achieve shared goals for our customers, our

people and our organisation

- Efficiency – using our resources (people, money, time) wisely, and challenging waste and

duplication, to get the best results

- Good employer – Everyone working together to make Genesis a great place to work

- Respect – Treating people fairly; recognising, understanding and celebrating difference

Vision

Our vision for Genesis is to be a leading property based service provider. There are three

key elements to this vision:

i. Leading – meaning that we are a highly performing organisation;

ii. Property based – reflecting the homes we own and manage and the neighbourhoods

in which we work; and

iii. Service provider – confirming why we are here – to provide housing and related

services to our customers and our potential customers.

Any vision should be an ambitious statement of intentions. Genesis is an ambitious

organisation. We feel we have a role to play across the spectrum of housing tenures, but we

will never forget our roots and the objectives of our founders. Having said that the

economic and social environment is very different to that which existed in the 1970s even

though the demand for our services has not diminished. Indeed there are now new

generations who look to us to help provide solutions to their housing needs but who in the

past might well have looked to the private sector. We feel an obligation to try to help all

those who seek help through the widest possible range of options.


February 2014 of 18

About the Communities Directorate

The Genesis transformation programme puts the Communities Directorate at the heart of

service delivery for our residents and key stakeholders. Our focus within the Directorate is

on ensuring the following:

Vision - providing great services to enable people build better lives;

Accountability - being accountable for all operational activity from the Executive

Director through to Directors, Heads of Service and operational managers;

Consistent and reliable services - which are capable of being delivered flexibly to meet

different needs and expectations;

Customer focus – establishing a clear line of sight to customer outcomes for all front

and back office teams;

Efficiency - removing duplication; streamlining the customer journey; providing more

opportunities for self-service ;

Multi-tenure approach - providing an overview and accountability for all tenures and

markets; and

Performance - creating the conditions for a ‘step change’ and a culture of continuous

improvement.

We have some important principles that govern all the work of the Directorate and they

include the following:

Teams structured around regions and local places;

Two regional heads taking responsibility for corporate leadership on the commercial

portfolio (Region 2) and temporary housing (Region 4);

Focus on co-ordination and delivery of high quality customer service – reliable and

consistent service;

Building stronger partnerships within local communities;

Single, local, point of accountability – each Head of Region;

Integrating housing management tenures and Genesis Community into the housing

teams; and

Stronger performance accountability to Regional Committees.


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The Directorate is structured as follows:

a. Neighbourhoods – responsible for local service delivery to all customers across all

portfolios;

b. Customer Experience – provides specialist services to customers and support services to

the regional teams;

c. Property Services – responsible for all repairs, maintenance and asset management

functions; and

d. Care & Support – specialist support for vulnerable residents.

Focus on our regions


February 2014 of 18

Role profile

Role title: Neighbourhoods Director

Reporting to: Executive Director Communities

Grade: Level 2 CRB required: No

ROLE PURPOSE:

Lead on the development and delivery of a consistent, reliable and value for money housing service to all customers and stakeholders across Genesis’ geography and tenure portfolio.

Embed a strong customer focused culture, inspiring staff to deliver the very best in line with agreed service standards.

Champion high quality customer services across Genesis – services that are tailored, responsive and seamless.

Accountable for driving the delivery of a viable business to achieve a bottom line return, performance and value for money targets alongside customer experience outcomes.

Understand the matrix management approach to business, working collaboratively with other Genesis Directors to deliver transformational change in service performance and colleague engagement.

Accountable for the delivery of services which support the regeneration and development of ‘place’ and neighbourhoods.

Source, develop and foster new business opportunities to meet customer needs and business goals.

KEY RELATIONSHIPS

External: key local authorities, other partners and commissioning bodies, housing policy makers, key MPs, peer associations, best practice and research organisations.

Internal: Executive Team, Senior Leadership Team, Head of Regions, all other staff in the communities directorate; Regional Committee, and customers/residents via the engagement and scrutiny structure.

KEY ACCOUNTABILITIES

Organisational effectiveness:

Ensure all directorate activities contribute to, and are consistent with, Genesis’ corporate strategy and associated strategies especially the customer experience strategy.

Use matrix management to ensure all relevant services are delivered to all Genesis customers as required, working collaboratively with others to achieve shared goals, and provide housing and other expertise as required across the organisation.,

Establish the conditions for effective change management to deliver improvements in service performance and quality.

Ensure the Association meets all statutory, regulatory and contractual obligations, as well as ensuring compliance with internal risk and control mechanisms.


February 2014 of 18

Customer service:

Provide demonstrable leadership to role model the Genesis behaviours to demonstrate we are serious about delivering excellent service to residents, external stakeholders and to internal customers.

Use a range of mechanisms including customer feedback and profile information to identify and deliver service improvements.

Uphold the Group’s values, mission and vision.

People and performance management:

Support the development of the Genesis culture through robust and effective personal and team performance management, promote effective accountability mechanisms.

Recruit, manage and develop staff to meet the needs of the business, demonstrating a genuine commitment to equality and diversity.

Develop the problem solving skills of staff, supporting innovation and creating a learning environment.

Establish a robust and transparent approach to the collection and monitoring of performance data, ensuring that such information proactively feeds into plans for improvement.

Management of resource and corporate standards:

Develop and deliver the annual budget, value for money statements, business plan, KPI’s and customer service outcomes and contribute as appropriate to corporate planning

In collaboration with the corporate procurement team, manage external suppliers and service level agreements to ensure they are delivered within the terms of the contract arrangement

Manage the staffing budget to ensure the effective use of permanent, temporary and contract staff

Ensure effective management arrangements are in place to deliver compliance with all statutory, regulatory and internal requirements on health and safety.

Ensure all services are delivered in line with Genesis’ commitment to equality and diversity.

Accountability and relationship management:

Produce and present timely and accurate performance and assurance reports to a range of internal and external stakeholders

Ensure accountability for the housing service via the Regional Committees and the resident engagement and scrutiny structure.

Develop a strategy for promoting the Association’s’ housing offer ensuring its vision and values are clear and understood.

Maintain and develop effective professional networks that will add value to the Communities Directorate, such that Genesis is viewed as an influential and reliable partner.

Undertake any other duties consistent with the purpose of the post.


February 2014 of 18

Role specification

EXPERIENCE, KNOWLEDGE AND QUALIFICATIONS:

Proven track record at a senior/leadership level in housing or related sectors. Experience gained in a matrix management structure would be an advantage.

Proven experience of successfully delivering in a highly customer focussed business, resulting in high levels of customer satisfaction.

Experience of advising Boards and Executive, and in writing and presenting Board papers.

Experience of developing partnering relationships and service level agreements with key stakeholders and potential business partners.

Knowledge of the UK social housing sector, a good grasp of the strategic, operating, legal, policy and economic environment for housing providers – or able to give assurance of the ability to quickly get to grips with this required understanding.

Professionally qualified to degree level and/or equivalent demonstrable experience.

SKILLS AND ABILITIES:

Able to develop a strong customer focused culture, within the team and champion this across the organisation.

Able to deliver robust accountability measures to enable the delivery to agreed quality, time and budget standards.

Able to assess risk and promote risk awareness without being risk averse.

Able to analyse and disseminate complex information, numerate and confident in handling budgets and carrying out basic financial appraisals.

Skilled at creating a culture of learning, for self and for others, able to value the importance of talent management and the need to develop staff.

Strong strategic planning skills, able to translate strategy into delivery.

IT literate in all relevant areas to enable professional delivery, comfortable considering potential of new technology.

PERSONAL BEHAVIOUR AND STYLE:

Creative in thinking about what is possible, willing to bring fresh ideas and new perspectives, can confidently and gracefully challenge when needed.

Has an innate collaborative style when working with others to support seamless delivery.

Excellent verbal, written communication, presentation and interpersonal skills.

Confident in relying upon own instinct and making good judgements.

Passionate about the rights of all residents/customers to have access to excellent services – and champions that passion amongst internal and external stakeholders.

Acts with gravitas, and has an assuring approach that will give confidence to others.

Approachable and influential; able to form positive relationships and secure buy-in.

A self-starter, able to be tenacious in resolving problems and pursuing opportunities.


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Executive structure

Neil Hadden Chief Executive

Laurice Ponting

Executive Director Communities

Jackie Bligh Director of

Governance & Compliance

Elizabeth Froude

Executive Director Resources

John Carleton

Executive Director Markets and

Portfolio


February 2014 of 18

Executive Dir. Communities Laurice Ponting

Care & Support Director

Lawrence Santcross

Neighbourhoods Director

Vacant

Customer Experience Dir.

Carl Byrne

Property Services Director

Steve Rice

Head of Region (1) Caroline Wagstaff

Head of Region (4) John Ferman

Head of Region (3) Debbie Smith

Head of Region (2) Pippa Read

Head of New Business Luke Hunter

Project Manager (Transformation)

Robert East

H of Operations (London) Charlie McDonald

H of Operations (East) Siobhan Pierce

Head of Business Support Bernadette Ruan-Chung

Head of Repairs Chris Grace

Head of M&E Mark Purier

Head of Major Works Steve Gallacher

Head of Business Support Nick Caprara

Head of Genesis Connect Richard Bellis

H of Customer Experience John Pender

Head of Contact Centre Mike Alger

Head of Tenancy Services Joye Kuponiyi

Communities directorate structure


February 2014 of 18

Principal terms and conditions (for information purposes only)

1. Position Neighbourhoods Director 2. Salary and benefits

£80k - £90kpa (depending upon experience), plus pension (AXA Stakeholder pension Plan), we will match your monthly contributions up to 7.5%. Additional benefits include: life assurance, interest free season ticket loan and a range of other offers to support flexible working patterns.

3. Holiday entitlement

30 working days, plus all bank holidays. One additional day provided for leave during Christmas office closure.

4. Working hours Normal hours of work are 35 hours per week based around the usual business

working week. However, due to the seniority of this post there is a requirement for flexibility in meeting the full responsibilities of the post and this will include occasional evening and weekend work.

5. Location

Your normal place of work will be our office at Atelier House, 64 Pratt Street, London, NW1 0LF, but given the seniority of the role, travel across all our operating areas is expected. Consideration may be given to a relocation allowance for candidates.


February 2014 of 18

Key dates and the selection process

Closing date: Monday 10th March, at 12 noon

First interviews: Monday 17th March

Psychometric and written tests, can be conducted remotely

Before final interviews

Assessment centre and final interviews:

Wednesday 26th March 2014

We want to ensure that the process to select to this role allows candidates to shine and present their offer and for the client organisation to be assured that the selection process is robust. All participants will need sufficient time to get to know each other, have clarity about priorities; and share details of expectations. We have published all dates and deadlines in advance to help with diary management. We will provide further details about format and content of each key stage nearer to the time.


February 2014 of 18

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