Resident Engagement Officer

January 2014

Dear Applicant

Resident Engagement Officer

Thank you for your interest in the above role. Enclosed is the information you will need to assist you in completing your application. To apply for this role you must submit your current CV along with a supporting statement no longer than 1 side of A4 and your salary expectations. It would also be helpful if you would complete the equal opportunities monitoring form. It is not mandatory to complete this, and the information is requested purely for equal opportunities monitoring purposes, in line with our commitment to equality and diversity.

Applications should be emailed to or posted to the HR Team, Kensington & Chelsea TMO, The Hub, 292a Kensal Road London W10 5BE. We would suggest that you email your applications to us wherever possible, to avoid delays.

If you have any queries, please contact the HR team on 020 8964 6088 or via

We look forward to hearing from you.

Closing date for applications: Tuesday 18th February 2014

Interview and testing: Wednesday 26thFebruary 2014

Yours sincerely

Katherine Hyde

Senior HR Advisor

Contents

Page

About Kensington & Chelsea TMO3

Job description and person specification4-7

Structure charts8-9

Terms and conditions10

Press advertisement11

Further information about the KCTMO can be found at

About Kensington & Chelsea TMO

The TMO was formed in 1996 when the Royal Borough's tenants and leaseholders voted to take over the management and improvement of their own homes. We were the first borough-wide tenant management organisation in the UK and the only tenant led ALMO - a not for profit company providing landlord services to almost 10,000 homes in Kensington and Chelsea.

We employ about 200 staff in offices situated around the Borough and were awarded ‘three stars – excellent prospects’ by the Audit Commission in 2006.

Over the last few years the TMO has undergone change in relation to its Constitution and Board, and more recently, in relation to the Executive Team. A new Chief Executive, Robert Black, joined the TMO in May 2009. Robert is committed to developing and continuously improving the TMO, in partnership with the TMO Board, residents, staff, the Royal Borough of Kensington and Chelsea (RBKC) and a range of external stakeholders to ensure that the TMO makes a real difference by providing excellent services and value for money.

This is an exciting time to join the TMO and to help shape the organisation in its aim to become the best social housing landlord in London.

Further information on the TMO can be found at

Job Description

Job Title / Resident Engagement Officer
Directorate / Department /

People & Performance / Resident Engagement

Reports to /

Resident Engagement Manager

Job Purpose / To support the Resident Engagement Manager in delivering the resident engagement strategy objectives. To plan and deliver maximum opportunities for resident and youth engagement and building community capacity.
Salary / £25,600 - £34,600
Grade / HMGN231
Hours / 36 hours per week
Location / The Network Hub, 292a Kensal Road, London, W10 5BE.
You will also be required to travel across the Borough and attend evening meetings.
Responsibilities /

To assist in the development of a full range of resident engagement activities in line with the Resident Engagement Strategy
To facilitate the resident involvement training programme and to build relationships with external bodies
To use IT systems to monitor and evaluate tenant participation and tenant profiling
To assist in the coordination of resident engagement practice and principles across the organisation and ensure that communication/satisfaction feedback is standardised across the organisation
To design, produce and carry out resident surveys as required
To support the development of new resident associations and provide clerical and administrative support as required
To organise and administer the use of community facilities in terms of income generation and the use of the facilities
To assist in the development of policies and the service plan
To assist in the collection, recording and monitoring of performance information relating to resident involvement
To assist in the development of promotional materials
To attend engagement events as required

To develop and co-ordinate the delivery of a TMO youth project.
To identify the needs of young people and use findings todevelop relevant youth initiatives and activities.
To obtain feedback on youth support needs.
To establish partnerships with local RSLs/LAs and statutory agencies delivering youth initiatives and activities.

Person Specification

Criteria / Essential / Desirable
Experience and Knowledge / Experience in working in social housing or related voluntary sector
Experience of working with residents and delivering excellent customer focused services
Experience of writing minutes and presenting to residents
Knowledge of community issues and engagement techniques / An understanding of performance information and monitoring techniques
Experience of delivering training and organising events
Skills and Personal Qualities / Ability to communicate effectively both verbally and in writing with a diverse range of people
Ability to prioritise workload and meet deadlines
Ability to use IT and to record resident engagement activity
Ability to build relationships and deal with challenging customers
Ability to work under pressure and cope in challenging environments
Ability to organise meetings and events
The KCTMO Way – Organisational Behaviours / Listens to others – seeks to listen first and question to gain clarity before acting.
Plans and organises work – plans effectively so exceeds targets and is self-organised.
Drives for results and commitments – shows a strong commitment to make service improvements and a determination to achieve positive service outcomes for customers.
Problem solves – drives for outcomes rather than focussing on problems, proactive to resolve issues and avoids escalation.
Shows customer focus – driven to provide excellence in service and seeks to meet the needs of customers, seeks to engage residents and involve them. / Shows integrity – integrity is acting with honesty, openness and clarity, doing the right thing for the right reason, shows political awareness.
Learns from mistakes – seeks to learn from actions, using feedback to improve and shares learning with others.
Shows team working focus – shows commitment to working with others and across teams to achieve results together, respecting and valuing each other.

People & Performance

Organisation Structure

Terms and Conditions

Salary

You will be paid monthly - on the 15th of the month - and your pay is to be credited to your bank or building society.

Hours

A 36 hour week is worked, Monday – Friday: 9am – 5pm, but you will be expected to work the hours necessary to discharge the duties of the position.

Annual leave

Your annual leave is dependent upon your conditions of service and length of continuous service. The annual leave for this position is 28 days per annum and31days after 5 years service.

Probation

All employees have a standard probationary period of six months.

Season Ticket Loan

Interest-free season ticket loans are offered from six months service, which are paid back in monthly instalments through the payroll.

Pension Scheme

The TMO is an admitted member of the Local Government Pension Scheme, which is a final salary pension scheme. The scheme provides for an employee contribution of either 5.9% on annual salaries from £15,801 to £20,400, 6.5% on annual salaries from £20,401 to £34,000 or 6.8% on annual salaries from £34,001 to £45,500. An additional contribution is payable by the employer.

Other benefits

Access to a health scheme, modern working environment and a range of learning and development activities.

Resident Engagement Officer

Salary: £25,600 - £34,600

Location: The Network Hub, Kensal Road W10

Kensington and Chelsea TMO was the first borough-wide housing organisation to give residents a say in the management of their homes. With nearly 10,000 properties, and a clear commitment to improving our services, we are looking for talented people who share our vision for the future.

Resident engagement is key to all we do and we are looking for a talented individual who is able to integrate our commitment to resident engagement into our strategic planning and operational delivery.

Your role will support the Resident Engagement Manager in delivering the resident engagement strategy objectives along with planning and delivering maximum opportunities for resident and youth engagement and building community capacity.

With experience in working in social housing or related voluntary sector and knowledge of community issues and engagement techniques you will assist in the coordination of residentengagement practice and principles across the organisation and ensure that communication/satisfaction feedback is standardised across the organisation.

In return we offer excellent training opportunities, membership of the London Government Pension Scheme and season ticket loan (after a qualifying period).

For an information pack please log on to our website and click on jobs or contact 020 7605 6333 (24 hour answer phone).

Closing date: Tuesday 18thFebruary 2014

Interviews and Testing will be held: Wednesday 26th February 2014

The TMO is an equal opportunities employer

No Agencies Please