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