Assistant Director of Customer and Community Engagement - Candidate pack June 2020 - Dixon Walter
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Providing a strong foundation for life
Assistant Director of
Customer and Community
Engagement
Candidate pack
June 2020
Contents
1 Your application
2 Welcome to Customer Services
at Karbon Homes
3 About us and Our values
3 Role Profile
4 Person Specification
5 The Karbon team
6 Principle terms and conditions
7 Key dates and selection process
2
Your application Thank you for taking the time to consider this senior position with Karbon Homes. This application pack provides the information you’ll need before applying, highlights some of the key benefits of working for Karbon Homes and clarifies the recruitment and selection process. How to apply: To apply for the role please submit the following to jim@dixonwalter.co.uk ● An up-to-date CV, ideally no longer than three pages. ● A supporting statement to explain why you are interested in this role, why you are a suitable candidate, and how you fulfil the person specification, again ideally no more than three pages. ● A completed Equal Opportunities form (downloadable from this site.) These details are not used in the recruitment process, but as a committed equality, diversity and inclusion employer, Karbon Homes would like to monitor this data. Please let us know if you are unable to make any interview dates outlined later in this document. For further information please contact Jim Allcroft on 07388 642 631 or jim@dixonwalter.co.uk http://www.dixonwalter.co.uk/housing-infrastructure- property/opportunities/assistant-director-of-customer-and- community-engagement/ Following receipt of your application, you will receive an acknowledgement from Dixon Walter. Within this response, you will be required to provide consent under the new general data protection regulations. If you do not provide this consent we will unfortunately be unable to process your application further. Closing date: Monday 22 June 2020 First stage selection date: Monday 29 June 2020 Final stage selection date: w/c 20 July 2020 Diversity is valued at both Dixon Walter and Karbon Homes and we welcome applications from all sections of the community. 3
Hello and welcome to Customer Services
at Karbon Homes!
To meet the challenge of the housing crisis as it
presents itself to our customers and communities,
we need to understand what our customers want
from us and build more homes of the right kind, in
the right place. Through increased understanding
of our customers and communities, we can focus
our efforts on their needs and aspirations, deliver
excellent service and strengthen the communities
where our customers live. By focusing on our three
strategic aims, combining a sound business head
with a strong social heart and staying true to our
values, we will build strong foundations for more
people.
Through providing this strong foundation for life,
we play an active role in shaping the communities
and places in which our homes are located,
especially for those living in the most deprived
communities where many of our homes are
situated. We can be the ‘anchor’ to work with
partners both voluntary and statutory to ensure that
in places where Karbon has a significant number of
homes, we can work together to tackle the multiple
dimensions of deprivation offering aspiration and
hope to our customers. I am looking for someone with a core passion for
delivering excellent strategic and transformational
The Assistant Director of Customer and Community community and customer interventions. This is a
Engagement will lead all our community teams, and high profile and influential leadership role so you
community projects, together with the teams who will need strong people and communication skills
provide critical welfare and benefits advice and who and be used to driving change. I am looking for
deliver important employability skills and support. someone who really wants to make a difference,
They will also lead all our resident involvement work with the energy and drive to deliver on this, and
ensuring that the resident voice is placed front and who is fundamentally in tune with our purpose,
centre in Karbon. These services are a fundamental ambitions and values.
part of the Karbon offering and post Covid 19, we
know these services will be in greater demand than I am pleased that you are considering this
ever in our communities. opportunity to come and join us on this journey.
So, I invite you to do your own due diligence,
As a member of the Karbon Senior Management ask others what they think of us and speak to our
Team you have a key role to play to ensure that the retained consultants, Dixon Walter. I am confident
services that our communities need are targeted you will hear good things.
to the right communities, at the right time, to
build strong networks with voluntary and statutory Warmest regards
agencies, and our local authority partners and to
look creatively at how we can expand our resident Jo Ray
involvement offering to a wider group of residents. Executive Director Customer Services
4
About us Our values
At Karbon we build, manage and look after homes Inspiring
for people across the North. And then we go We believe in people, and create the conditions for
further, we give them the strong foundations they them to succeed and unlock their own potential
need to crack on with life.
Dynamic
Since our formation in 2017, we’ve been focused on We continually learn and innovate so we are able to
delivering on our three strategic aims - to provide respond to change and be the best we can be
as many good quality homes as we can; to deliver
excellent service to our customers; and to shape Bold
strong, sustainable places for our communities. We go forward with confidence and are passionate,
proactive and influential in building a better future
Our footprint covers the North East of England and
Yorkshire, south from the Scottish border to almost Reliable
as far as the Humber, where diverse communities We use our knowledge and experience to be
face differing opportunities and challenges. effective and efficient, and make sound well-
informed business decisions with integrity
Some customers just need an affordable home, or
a way onto the property ladder. Others might need Thoughtful
a bit more – financial advice, community services, We work hard to understand the needs and
sheltered accommodation or even training that aspirations of others and are mindful of our impact
can lead to a new job. Whatever people need to on people, communities and the environment
feel more secure, confident and happy with where
they’re at, we work our heart out to provide it.
We always make the effort to understand our
customers. We believe that everyone deserves
respect. Everyone’s voices should be heard. And
everyone deserves someone in their corner now
and then. We believe that by focusing on our three
strategic aims, combining a sound business head
with a strong social heart and staying true to our
values, we will build strong foundations for even
more people.
5
Role profile and person specification
Assistant Director of Customer and
Community Engagement
Reports to: Responsible for:
Executive Director ●
Resident involvement and scrutiny
Customer Services ●
Customer engagement
●
Customer advice teams – Foundations for Life, Money Matters
●
Community investment strategy
●
Community initiatives
Role purpose
To be accountable for the effective delivery, development and
management of the highest possible standard of customer and
community engagement services across Karbon.
Provide leadership and direction for the Customer and
Community Engagement Team, responsible for delivering the
Karbon’s customer and community services to ensure innovative,
customer focused, cost effective services are designed, delivered,
monitored and continually improved.
Act as a positive member of the Karbon Leadership and
Management Teams, encouraging collaboration and enthusiasm
for the effective management of Karbon, inspiring a culture that
delivers results and service excellence, promoting the Karbon
values and brand.
Define and develop key relationships with internal and external
stakeholders.
Key responsibilities
Leadership:
As a member of the Leadership Team, contribute to the future
direction and success of Karbon through the delivery of customer
and community engagement services.
Provide effective leadership, management, motivation and
support to colleagues in the Karbon Customer and Community
Engagement Team.
Develop and maintain key external relationships with all relevant
bodies, networking effectively within the housing management
arena nationally and regionally, in support of Karbon’s housing
strategy.
Act as a role model for the Karbon’s values and culture,
demonstrating and embedding a coaching style of leadership,
ensuring that all employees are supported and engaged in the
delivery of our Group’s objectives.
Lead and embed structural and cultural business change and
6 service improvement, through collaboration and development of
corporate strategies and plans.
Role profile and person specification Assistant Director of Customer and Community Engagement Delivery: Lead the development and implementation of an innovative Resident Involvement Scrutiny and Resident Engagement Strategy across Karbon Homes to respond to regulatory guidance, build strong relationships with the Karbon Board, support a customer centric culture, and integrate the voice of the customer into key business decisions. Lead the design, development and delivery of a single strategy for community investment activity across Karbon Homes to support the Karbon strategic objective on ‘Place’. Lead the teams delivering all initiatives to promote sustainable communities and tenancies i.e. Benefit/Welfare advice, Financial inclusion, Employability, Digital skills, Volunteering etc, across Karbon in order to provide 360 degree support to customers or communities in need. Lead the design, development and delivery of a framework to monitor and measure the operational and social impact of all Community involvement activity to ensure Karbon has visibility of the social impact value for money and return on investment of the investments made. Working in partnership with the Growth and Business Development team, design, develop and deliver a strategy to identify and ‘win’ new sources of funding for community projects. In collaboration with Housing and Income Management colleagues, support the strategic approach to all Welfare Reform changes and identify key initiatives thereby responding appropriately to changes in government policy that will impact both Karbon and Karbon customers. Lead on the operational planning and delivery of an effective Money Matters service for current and future customers to ensure that customer income is maximised, income to the company is secured, and customers are able to sustain Karbon tenancies. Drive a ‘performance improvement’ and innovation-led culture within teams to deliver performance in line with the top decile of external benchmarks. Support the Assistant Director of Customer Services and Operations, and the Executive Director for Customer Services in the development and execution of the Karbon Customer Experience and Customer Service Strategy. Deliver all activities in line with the Karbon Customer Experience. 7
Role profile and person specification Assistant Director of Customer and Community Engagement Organisation wide: Deliver financially viable and economically effective products and services, seeking to maximise resources and social value. Ensure all systems and processes deliver operational excellence, driving continuous improvement and innovation. Ensure that services within the division fully comply with all organisational policy and procedures. Ensure that the risks within the directorate’s activities are identified, removed or minimised. Create a safe and healthy working environment, ensuring all systems of work, policies and procedures are fully and consistently applied. Responsible with the leadership team for the effective management and utilisation of the Karbon’s assets. Promoting the values of the Karbon at all times and demonstrating a high level of commitment to diversity and inclusion. Ensure that Karbon complies with all legal, regulatory and health and safety requirements. The Assistant Director – Customer and Communities is part of the Karbon Leadership and Management Teams who will be responsible for a wide range of activities as would be expected of an organisation of this size. As with all senior management positions, there are also specific responsibilities and delegated powers in relation to financial and operational matters, regulatory compliance and information security. These are not all listed here and will change over time as the organisation continues to grow and develop. 8
Role profile and person specification
Assistant Director of Customer and
Community Engagement
Person Specification
Experience and qualifications: Skills:
a. A strong record of demonstrable achievement, l. Leadership skills and the ability to coach, motivate
at senior level in an organisation of comparable and engage others.
size and complexity to Karbon Homes, in the m. Ability to manage significant budgets within
strategic management and delivery of customer tight controls.
and community engagement services. n. High level of skills in strategic and analytical
b. Experience of leading and managing significant thinking.
technical and organisational change. o. Ability to interpret and analyse financial
c. Experience of working in partnership with information and complex data.
internal and external stakeholders to deliver p. Ability to critically evaluate opportunities to
excellence. maximise the use of new technologies.
d. Experience of collaborating and working as part q. Ability to identify and manage risks and make
of an effective senior management team. sound judgements, whilst not being risk averse.
e. Experience of attending and presenting papers r. Ability to lead / manage a multi-disciplinary team
to Boards and committees. of customer and community engagement staff.
f. Track record of developing and sustaining s. High level of written, presentation and
effective partnerships. interpersonal communication skills, with the
g. Relevant degree or relevant professional ability to tailor to a variety of audiences.
qualification, or equivalent work experience, and
evidence of continuing professional Attributes:
development. t. Transparent and open, acting with integrity and
h. Recognised professional qualification in the field able to build high levels of trust.
of housing, customer and community services. u. Committed to diversity and inclusion.
v. Champions innovation and encourages ideas.
Knowledge: w. Resilient and able to work under pressure.
i. Comprehensive knowledge of current and x. Collaborative and inclusive.
future challenges facing customer and y. Contribute to the development of, and actively
community engagement services. role model and champion the Karbon vision,
j. Comprehensive working knowledge of strategic values and purpose.
housing, customer and community engagement
services.
k. Understanding of housing and customer
engagement services governance practices
and issues.
9Our Customer Services Team
The Executive Team
Jo Ray
Executive Director Customer Services
Director
Pre-tenancy and
Property Services
Jonathan Fletcher Kelly Taylor Wendy Graham Vacant
Assistant Director - Assistant Director - Assistant Director - Assistant Director -
Operations Housing Customer Services Customer and
and Operations Community
Engagement
Customer and Community Engagement Team
Assistant Director of Customer and Community Engagement
Vacant
Customer Community
Money Matters Foundations for
Engagement Investment
Manager Life Manager
Specialist Manager
Lee Forrest Suzanne Jobson
Lewis Rimington Paul Moralee
Money Community
Project Employment
Matters Connectors.
Support Advisors.
Engagement Caseworkers. Volunteering
Officer. Digital Coach.
Coordinator Money Support
Foundations Wellbeing
Matters Officer.
Tutor. Coach.
Advisors. Apprentice.
10Terms and conditions
Principle terms and conditions Selection process
Salary: £67,626 pa, plus a car allowance of The closing date for this role is 22 June 2020.
£5,568 pa.
We will be talking to candidates by w/c 29 June
Pension scheme: Social Housing CARE (career 2020 to advise on the outcome of your application.
average 1/60th).
First interview
Annual leave: 26 days pa (rising to 31 after three Longlisted candidates will be invited to an interview
years’ service) plus bank holidays and birthday leave. with representatives from Karbon Homes and Dixon
Walter. This will take place on 29 June 2020.
Additional terms:
Hours: 37-hour week from Monday to Friday. As We will be contacting longlisted candidates with
this is a leadership role, flexibility in fulfilling role the outcome of the first interview by 3 July 2020.
requirements is key. This will include evenings and
occasionally weekends. Final assessment
Shortlisted candidates will be invited to an
Location: The office base for this role is Gosforth, assessment day w/c 20 July 2020. This will
Newcastle upon Tyne, however there is flexibility on consist of:
location and home working for some of the week.
• An informal panel of peers and direct reports
Travel: Regular travelling across the geographical from Karbon Homes
footprint is expected, as is some travel nationally to • A formal interview and presentation with a
fulfil the requirements of the role. Karbon Homes panel
£500 flexible pot (following successful probationary Proof of Right to Work documentation will be
period) to spend on flexible benefits such as private required during the assessment process.
medical insurance, buying annual leave,
IT equipment or charity giving. If you are unable to attend on any of the
identified dates, please contact Jim Allcroft at
Probation and notice periods: Dixon Walter on 07388 642 631
Confirmation of employment is subject to
satisfactory completion of a six-month probationary
period.
Notice period following probation is six months.
11Media Advert
Providing a strong foundation for life
Karbon Homes, Assistant Director of Customer
and Community Engagement
£67,626 pa, plus a car allowance of £5,568 pa -
Newcastle, Durham offices and flexible
At Karbon we build, manage and look after homes for Whatever your background, you will need to be
people across the North. And then we go further, we comfortable working within an organisation which seeks
want to build better lives for our customers, not just to balance a strong business head with a warm social
better homes. Everything we do is for their security, heart. You will be enthusiastic about the prospect of
health and happiness under their own roofs, in their using your commercial or strategic skills to help deliver
communities and out there in the wider world. the best outcomes for our customers and to give
confidence to and influence a wide range of people
Despite being a large and diverse organisation, we have across and beyond the organisation.
a local approach. Karbon provides homes and services
which form the foundations to support people and Karbon is a collegiate, challenging and progressive
places to fulfil their potential. Our turnover is £127m on environment where leadership and teamwork combine
a fixed asset base of £868m and as a social enterprise to deliver exceptional results. If you are interested in
we re-invest our surplus into improving properties finding out more please call for a confidential discussion
and communities, building new homes and delivering
services which provide sustainable outcomes for How to apply: For further information and details of how
customers and communities. We employ approximately to apply please visit: http://www.dixonwalter.co.uk/
800 people, looking after 60,000 customers in housing-infrastructure-property/opportunities/
30,000 homes. director-of-development-and-regeneration/
The Assistant Director of Customer and Community Closing date: Monday 22 June
Engagement is an important role for Karbon and this is a Final stage selection date: WC 20 July (TBC)
rare opportunity to join us at a key stage in our evolution.
We are seeking an experienced individual who will Covid19: With the continually developing situation we
provide leadership and direction and be responsible for will endeavour to interview face to face where possible.
delivering Karbon’s customer and community services to
ensure innovative, cost effective services are designed, Contact: Jim Allcroft, jim@dixonwalter.co.uk
delivered, monitored and continually improved. Leading 07388 642 631
a team of 40, the role covers resident involvement and
scrutiny, customer engagement, our customer advice Diversity is valued at both Dixon Walter and Karbon
teams – Foundations for Life and Money Matters, and we welcome applications from all sections of the
delivering our community investment strategy and our community.
many and varied community initiatives.
You will have a strong record of demonstrable
achievement at senior level in an organisation of
comparable size and complexity; in the strategic
management and delivery of customer and community
engagement services. Experience of leading and
managing significant technical and organisational
change and of working in partnership with internal
and external stakeholders to deliver excellence is also
important.
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