August 2017
Dear Applicant
Post of Community Centre / Housing Receptionist
Please find enclosed Application Pack for the above post.
The closing date for the return of completed applications will be 12 noon on Tuesday 18 September 2017. Please complete the application form provided and do not include a C.V.
If you have any queries or would like further information please do not hesitate to contact me.
Yours faithfully
Sandra McPhee
Corporate Services Officer
Encl.
JOB DESCRIPTION
JOB TITLE:Community Centre / Housing Receptionist
GRADE:Employers in Voluntary Housing Grade 3
RESPONSIBLE TO:Customer Services Team Leader
ACCOUNTABLE TO:The Director via the Customer Services Manager and Customer Services Team Leader
RESPONSIBLE FOR:No staff supervision or management
DATE:July 2017
JOB PURPOSE
General
The purpose of all staff employed by the Cadder Housing Association is to promote and serve the Vision, Values and Aims of the organisation. The Association is the main service provider in Cadder and we require all staff to excel and be highly motivated to make a positive contribution to the Association’s overarching aim to ‘Make Cadder Better’. The post holder must be dynamic, committed and flexible in their work, as well as being able to communicate and liaise effectively with all departments and staff members to produce the best possible service to our tenants, other customers and key stakeholders.
Specific
The specific purpose of the post of Community Centre / Housing Receptionist is to be the first point of contact to customers of the Association. In addition, the post holder is expected to undertake general clerical and administration tasks in the reception area and to support the Community Centre and delivery of the Association’s Core Services.
Performance
The Community Centre / Housing Receptionist is expected to be pleasant and courteous to attend to the needs of our customers. The post holder will require to be flexible to attend to the variety of tasks associated with the reception and administrative and clerical duties associated with the community centre and housing service. The post holder will be required to undertake any duties commensurate with their role and grade to ensure the provision of effective and efficient services to our stakeholders in the delivery of the housing and maintenance service.
Objective 1
To provide excellent service to customers of the Cadder Community Centre and Housing Service.
Tasks and responsibilities
The Community Centre / Housing Receptionist will:
Greet customers at the main reception desk by telephone or in person
Ensure the reception area and reception desk is always kept in a presentable manner for our customers. Maintain the flyers, posters and adverts at the reception desk and notice boards.
Provide information, advice and assistance with routine general enquiries at reception from tenants and other customers calling at the Association’s office
Answer telephone calls promptly via the Association’s switchboard and refer them to the appropriate staff member or team.
Ensure provision of good quality information is provided to our tenants and other customers through all forms of communication i.e. in person, by telephone, e-mail, text message and other forms of social media.
Liaise with the Duty Officer and other staff for visitors to the office
Manage bookings for the Welfare Rights Service through the appointment booking system.
Ensure all visitors to the Association’s office sign in through completion of the Sign in Register and are issued with visitor’s passes. Maintain the Sign In Register throughout the day.
Objective 2
To assist in the delivery of a high quality repairs service.
Tasks and responsibilities
The Community Centre / Housing Receptionist will:
Take repairs by telephone or in person at reception, telephone, text message, e-mail;
Provide tenants and other customers with good quality information on the repair to be undertaken;
Raise repair work orders via SDM housing software system in accordance with the Financial Regulations and delegated spending level based on the estimated value of the repair.
Allocate work orders to appropriate Trade Team members to match tenants’ availability and appointment slot in the diary provided by the TSO.
Liaise with tenants and contractors on repair issues, such as outstanding repairs, key management, access arrangements, pre and post inspections.
Assist the Repairs Administrator in tasks associated with the repairs service:
- to issue work orders to external contractors only where the repair cannot be completed through the Association’s Trade Team.
- Sign off completed repairs by the Trade Team and external contractors.
- Use the text message facility to inform and remind tenants and other customers of the date of the repair, which will mitigate no access calls and downtime of the Trade Team.
- Undertake satisfaction surveys on completed repairs via text message, phone calls or survey sheets.
Objective 3
Attend to administrative tasks associated with the Cadder Community Centre
Tasks and Responsibilities
The Community Centre / Housing Receptionist will: -
Assist the Community Centre Operative to open the centre and rooms for let holders.
Attend to general enquires from members of the public to book the centre for functions, events, room letting or services.
Greet and direct let holders to rooms and cover housekeeping and health and safety arrangements for the duration of the let.
Maintain the calendar / booking system for room lettings and services.
Maintain gym membership spreadsheet and attend to; induction booking, membership arrangements, payments, bookings for gym instructor.
Take bookings and payments for services and activities from customers
Undertake administrative tasks e.g. letters, photocopying, etc.
Objective 5
Provide clerical and administrative support to the Customer Services and Finance and & Corporate Services Departments
Tasks and Responsibilities
The Community Centre / Housing Receptionist will: -
.
Provide applications for housing to prospective applicants and record personal details;
Prepare and/or Issue general model letters for tenant related matters e.g. estate management issues;
Undertake general administration tasks as directed by Customer Services Team Leader;
Assist in tenant satisfaction surveys for the Customer Services Department’s work and activities.
Process cheques and cash payments in relation to the Association’s services, as required i.e. rent, rechargeable repairs deposits, factoring, general services
Assist the Finance Officer with general clerical tasks associated with the Finance service i.e. recording invoices.
Handle small amounts of cash at the counter and issue receipts before transferring cash collected to the Finance Officer.
Assist the Community Centre Co-ordinator as required.
Objective 6
Carry out general clerical and administrative duties
Tasks and Responsibilities
The Community Centre / Housing Receptionist will: -
Undertake administrative tasks e.g. letters, photocopying minutes and memos, agendas, maintaining files, typing, as required.
Assist as required with the preparation and distribution of agendas, reports, minutes and other papers to Committee in advance of meetings;
Assist in the administration of Trade & Estates Teams services: repairs recording, internal accounting (materials, labour rates), arranging pre-post inspections
Ensure incoming mail is opened and recorded timeously and distributed to the appropriate staff / section;
Ensure outgoing mail is posted on a daily basis and ensure sufficient funds and appropriate postage for all letters;
Undertake filing, faxing or scanning as required;
Record complaints on the SDM Complaints Module.
Take minutes at Committee and staffing meetings, as required;
Assist the Health & Safety Administrator with general clerical and administrative duties associated with implementation of the Health & Safety Control Manual.
Ensure the confidentiality of all material which he/she comes into contact with in the course of his/her employment
Assist with any hospitality offered to visitors to the Association’s Offices
Any other additional duties relating to the smooth running of the office as instructed by the Customer Services Team Leader of Departmental Manager.
Objective 7
Other duties in keeping with the role of Community Centre / Housing Receptionist and the Association’s work.
Tasks and Responsibilities
The Community Centre / Housing Receptionist will: -
Contribute to reviews of policies and procedures
Positively contribute as to the achievement of organisational objectives and goals.
Participate in promotional, marketing and community events relating to the Association’s work.
Co-attend meetings at evenings or weekends, as required in relation to your role and the Association’s work
Ensure a commitment to their own professional and personal development to meet the needs of the role and the Association
Ensure a commitment to the Association’s equal opportunity policy and codes of practice.
Carry out any other tasks commensurate with your role as directed by the Customer Services Team Leader, Customer Services Manager, Director or Management Committee
Signed as accepted by……………………………………………………
Full name (printed)…………………………………………………………
Date………………………………………………………………………………..
PERSON SPECIFICATION
Community Centre / Housing Receptionist
Essential Criteria / Desirable CriteriaEducation & Qualifications / National 5 qualifications or equivalent; / National 5 in English and Maths
Experience / -Experience of dealing with the public;
-Dealing with external agencies;
-Experience in working in an office environment;
- Good I.T Skills and Knowledge;
-Use of Housing Software System / Experience of working in a housing / community centre environment.
Experience of SDM Housing Software
Skills, Abilities & Personal Attributes / - Committed to customer service excellence
- Good timekeeping.
- Manage workload.
-Conscientious.
-Ability to communicate effectively both verbally and in writing;
-Flexible approach
-Customer engagement skills
-Organisational Skills
-Proficient in the use of I.T
- Positive outlook and attitude to work.
Knowledge / Experience of Microsoft Office Applications, particularly word and
excel; / Experience of SDM Housing Software System;
Experience in administration of Repairs & Maintenance
General knowledge of social houisng
Other requirements / - Neat and tidy appearance;
- Pleasant friendly manner;
- Able to work on own initiative or as part of a team;
-Motivated in all aspects of the role;
-Commitment to meet key targets and goals associated with role;
- Customer Focussed.
- Awareness of equality issues and commitment to meet the Association’s policy and codes of practice
- Standard Disclosure
Applications for Employment
1.0Introduction
1.1Cadder Housing Association is a Registered Social Landlord and a Registered Scottish Charity and was formed in 1994. We evolved through two housing stock transfers in 1994 and 1998 from Scottish Homes and now own 640 properties and provide a factoring service to 408 owner occupiers in the area.
1.2Cadder has a healthy mix of tenement and main door properties in the area, although these are manly three and four apartment properties.
1.3Cadder has high levels of deprivation where most of the area is within the worst 10% most deprived areas in Scotland based on the Scottish Indices of Multiple Deprivation.
1.4Cadder has been transformed in recent years through the Community Energy Saving Project (C.E.S.P) in partnership with British Gas. The C.E.S.P delivered significant energy improvements to our tenants’ homes, which include an insulated render system, new double glazing windows, new ‘A’ rated boilers and central heating systems, all at a cost of circa £8million, of which the Association’s contribution was £5.1million. These improvements have made our tenants’ home warm and comfortable, whilst reducing their energy costs.
1.5The Association’s housing stock is in very good condition and improving through our major repairs programme, which is support by our compliance with Scottish Housing Quality Standard and 97% compliance with the new Energy Efficiency Standards in Social Housing (E.E.S.S.H). The Association aims to achieve EESSH by summer 2018 against a target date of March 2020.
1.6The Association has an in house Trade & Estate Team to attend to the upkeep and maintenance of the Cadder environment and our properties. In 2013 we extended the Trade & Estates Team to include key trades associated with the repairs service and our aim to commence a programme of new kitchens and bathrooms to all our tenants’ homes. In April 2017 we achieved a major milestone in our major repairs programme, when we completed our 500th installation.The bathroom and kitchen programme will be completed in March 2019 and 2021-22, respectively.
1.7The trade team are responsible for repairing empty houses, as well as 80% of the reactive repair works, where other more specialist works are undertaken by external contractor’s e.g. roofing, gas, out of hours, glazing, etc. A major improvement to our empty houses was the installation of new kitchens and bathrooms. We have now put in place the resources to install new kitchen and bathrooms to our tenants’ homes through our D.L.O over the next 4 and 6 years, respectively.
1.8Cadder has embraced employability providing employment opportunities in estate caretaking, painting and clerical and administrations positions to long term unemployed people through Glasgow. Our Training Academy started in 2005 and we have provided more than 500 work and training placements and 60 apprenticeships during this period. In a recent study of our estate caretaking and employability initiative, it was stated that, ‘Cadder was punching above its weight in its contribution to the local employment agenda’.
1.9The Association completed the development of a state of the art community facility in May 2016 at a cost of £3.2million. The new Cadder Community Centre provides a facility for local residents’ needs and aspirations for services, activities and events. The Centre has the venue for the Glasgow West of Scotland Forum’s Regeneration conferences in 2016 and 2017, where the quality and community space had been praised by many delegates from housing associations in attendance.
1.10The Association is continuing its regeneration agenda with a new build housing development, where we will build 50 new homes on the site of the former St Agnes Primary School. McTaggart Construction Ltd are the contractor for this development, which will transform the gateway to Cadder and this land that has lain barren since the school was demolished in 2010.
1.11The Association has undertaken a Master Plan study, which will inform the regeneration priorities for Cadder in the period 2015-2030. This study highlighted improvements to further regenerate Cadder for existing tenants and future generations new housing and shop units, car parking, recreational amenities, backcourt regeneration improvements and traffic calming measures.
2.0Post of Community Centre / Housing Receptionist
2.1The post of Community Centre / Housing Receptionist is a key post in the newly created Customer Services Team, where the successful candidate will be the first point of contact to our tenants and other customers’ enquiries in relation to the housing service or our community centre facility. You should have a strong commitment to providing excellent customer service, have a pleasant, approachable and helpful manner, and enjoy dealing with the public to succeed in this role.
2.2The successful candidate should preferably have reception and clerical experience in a housing or community organisation. It would also be preferable if you have a knowledge of repairs administration to assist our Repairs Administrator with clerical tasks in the repairs process.
2.3You should be educated to National 5 level with preferably qualifications in English and Maths. You should be able to communicate effectively with our tenants and other customers and engage with colleagues and other agencies to attend to their enquiries in an efficient and effective manner. You should have good organisational skills; be proficient in I.T; be able to work on your own initiative or as part of a team; be conscientious; and be flexible in your approach to meet organisational goals and deadlines in your work. .
2.4The post will be based in our office at 20 Fara Street, Cadder, Glasgow, G23 5AE. The hours of work are 35 hours per week and there is flexi-time working arrangement.
2.4Cadder Housing Association is a full member of the Employer in Voluntary Housing (EVH) and operated salary scales and conditions of service, which have been agreed by EVH on behalf of member organisations and the Unite Union.
2.5The terms and conditions for the Community Centre / Housing Receptionistare as listed:
- The salary for this post is EVH Grade 3 (£16,510 to £18,996).
- 40 days leave per annum (15 days are public holidays);
- Contributory salary pension scheme is currently available ; and
- Flexi-time working is in place.
3.0Recruitment Process
3.1We hope that the information provided to you for the post of Community Centre / Housing Receptionist and details about our Association will now encourage you to now apply for this post.
3.2You should provide the following information to apply for this post:
i)Completed Application Form
ii)Completed Equal Opportunities Monitoring Form
You should not provide your C.V with your application
3.3Your application can be e-mailed to or it can be posted to the Association. If posting it is your responsibility to ensure you allow sufficient time for it to arrive at the Association’s office, as applications received after the closing date will not be considered.
3.4If you are invited for interview for this post we will arrange to view and copy your qualifications. References will only be requested if you are offered the position. One of your references should be your present or most recent employer. If you have not been employed or have been out of employment for a long time, you may wish to give the name of someone who knows you sufficiently well to confirm the information you have given and to comment on your ability to do the job.
Please do not include copies of your qualifications or references with your initial application.
3.5The job description aims to outline the key requirements of the post and the person specification lists the minimum essential and desirable requirements for the post. When shortlisting for interview, the interview panel will only consider the information contained within your application form and assess this against the agreed person specification
3.6The interview panel will not make any assumptions about the nature of your experience, skills or knowledge based on the list of job titles of your current and previous jobs in their assessment of your application form. It is for you to use the space provided throughout the form to comprehensively detail your previous experience and relate this to the job description and person specification. As well as paid employment you may also wish to include any voluntary work or any other life experience or skills you can bring to the post and Association.