Recruitment PackAssistant Director of Housing and Neighbourhoods

February 2020

Contents1. Welcome Letter 3

2. About Clanmil 4

3. Clanmil at a Glance 6

4. Our Executive Team 7

5. Role Profile 8

6. Behaviours 10

7. What You’ll Need 11

8. Remuneration and Total Reward Package 12

9. Selection process 13

Welcome LetterThank you very much for your interest in working for Clanmil Housing Association. At Clanmil Housing, we believe that everyone should have a great home. To do this, we need a team that is passionate about that.

You’ll be joining us at a really exciting and busy time. In the next three years we will be delivering transformational change, with a focus on our customer offer and digital technology, with new ways of working which will make our services much more accessible when they’re needed.There is a real opportunity for the right people to help shape the Clanmil offer. The way we do business is key to our success and is defined by our culture. We are a successful, thriving business with people who genuinely care about having an impact every single day.

As we work to address housing need in Northern Ireland, we need forward thinking people, excited by the challenge of shaping a new future, and we are looking for a team of Assistant Directors to join us.If you’re confident, solutions focussed, resilient and creative, this could be what you are looking for. Got what it takes? I’d love to hear from you. Read on.

Clare McCartyGroup Chief Executive

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About Clanmil

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At Clanmil we are passionate about great homes and the people who live in them. We absolutely believe that everyone should have a comfortable, safe and affordable home within a vibrant and supportive community. Somewhere they love living and where they can thrive.

We currently provide over 5,000 homes throughout Northern Ireland for families, older people and for those who need support. Our aim is to provide housing that is welcoming to all.In addition to well-managed, well maintained homes, we want our tenants to get the most from life in their neighbourhoods. Our programmes provide access to employment and opportunity. Our Money Advice team offers debt and benefits advice to

improve financial inclusion. We work with community partners and our tenants to deliver social, sport and well-being programmes that help strengthen communities.We are currently enjoying a period of substantial growth and have an ambitious plan to deliver 400 much needed homes every year for the next three years. We build great homes and design is important to us.

We are proud of our values, culture and social difference. If you share a similar desire and want to be part of our exciting next phase, come and play a vital role in shaping our vision. Together we can make a difference. Our homes and services change lives.

Our Mission, Vision & ValuesOur mission

Our vision

Our values

Commitment Putting our hearts and minds into what we do. Being proactive, and forward thinking to get the very best.

Excellence Inspiringourstafftocareandbethebesttheycanbetoprovide a great tenant experience.

Respect Acting with authenticity, showing respect to each other and promoting a ‘can do’ environment.

Community Having a sense of responsibility for contributing to vibrant and resilient communities.

Simplicity Clarityofpurposeanddirection,embracingsimple,effective ways of working.

‘To provide great homes that strengthen communities with services that matter’

‘Everyone has a great home’

As a group, our values are central to all that we do and we work to the organisational values of:

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Clanmil at a GlanceAt 31 March 2019:

homes owned

5015

spent on maintaining and improving our homes

£7.6m

new social homes underway

848

people living in our homes

9989

invested in new homes

£42m

Turnover up 11%

£35m

Social impact of our work

£5.8m

people work at Clanmil

293

new social and private homes delivered

414

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Our Executive Team

Clare McCartyGroup Chief ExecutiveBA CIHCM MRICS

Tony GiffenGroup Director of AssetsDip Surv (BS) ICIOB

Carol McTaggartGroup Director of DevelopmentAdv Dip CIHCM MCMI

Pól CallaghanGroup Director of Housing & Customer ExperienceBSSc (Hons) BLegSci (Hons First Class)

Karen GilmoreGroup Director of Corporate ServicesBA (Hons) MCIPD

Greg BellGroup Director of FinanceBSc (Econ) FCA

Clare is the Chief Executive of the Clanmil Housing Group. Her key objective is to develop and promote Clanmil, in accordance with our mission and strategic objectives.

Tony has 20 years experience in social housing and joined Clanmil in 2016. Tony leads the Assets function, maintaining and improving our homes.

Carol heads up the Development function at Clanmil and is responsible for delivering great homes.

Pól joined Clanmil in 2018 having previously been Chief Executive of Citizens Advice Bureau NI. His focus is ensuring that the people who live in the homes Clanmil provides enjoy a great customer experience.

Greg has been Finance Director at Clanmil since 2018. He has over 25 years experience as a qualified Chartered Accountant and 15 years as a Finance Director, previously in the utilities sector.

Karen is Group Director of Corporate Services at Clanmil and is responsible for providing an effective and efficient HR, Marketing and Business Assurance service to the business.

Head of ICT Head of Finance

Assistant Director of Business

Assurance & Performance

Assistant Director

of Development

Assistant Director

of Assets

Assistant Director of Housing &

Neighbourhoods

Group Director of Corporate

Services

Group Director of

DevelopmentGroup Director

of Assets

Group Director of Housing &

Customer Experience

Group Director of Finance

Board of Management

Group Chief Executive

Delivery of Results• Oversee delivery of the Group’s Strategy for customer

experience and housing services, with a customer journey focus and emphasis on high quality outcomes.

• Drive strategy to increase tenancy sustainment to help people stay in their homes, including mental health and addiction, ASB and financial inclusion; with a partnership driven approach.

• Oversee roll out of Clanmil’s tenant engagement strategy, inspiring a step change to enable customers to help shape and inform future decisions through a multi-faceted approach that puts tenants in the driving seat.

Corporate Impact• Deliver Housing and Neighbourhoods business outcomes,

targets and key performance indicators to support delivery of the corporate plan through strong financial management, budgetary control and project and business planning.

• Develop and oversee best in class service delivery across Clanmil’s housing management, tenant experience and community development workstreams; working effectively with other departments; hearing the tenant voice; assuring value for money, annual plans, compliance and strategic aims are delivered and reported upon.

External Focus• Horizon scan the external environment for changes

in legislation, good practice and wider political/socio-economical and housing issues to lead and develop cutting edge practices and review, recommend and implement changes to improve delivery. Maintain and develop effective professional networks that will add value to Clanmil’s work and ensure that it is viewed as an influential and reliable partner.

• Maintain and develop effective professional networks that will add value to Clanmil’s work and ensure that it is viewed as an influential and reliable partner.

• Achieve fulfilment of existing service/commercial partnerships and deliver future partnership opportunities within the function.

Purpose• Be responsible for developing and leading first-class housing,

customer service and community development services across Clanmil – ensuring appropriate arrangements are in place to maintain the long-term sustainability of the organisation.

• Lead a large team delivering neighbourhood management, tenant engagement, older people’s housing, supported housing, income management, community cohesion and good relations.

Leadership• Provide effective leadership and support that inspires

the team to deliver best in class services and innovation in Housing and Neighbourhoods activity.

• Develop a strong performance culture and commitment that ensures the delivery of high-quality services.

• Adopt a style of leadership that supports excellence, leading on change management and creating a culture of continuous improvement within the directorate.

Compliance & Control• Continuously assess and manage risk within the Group’s

risk framework and actively implement control and improvement measures to mitigate risks to customers, property, staff, financial performance, organisational reputation and business continuity etc.

• Deliver effective governance and controls to ensure that appropriate financial processes, systems and audit mechanisms are managed to a high standard so full accountability is taken for financial and risk management.

Performance Management• Embed a customer first culture and best in class service

standards; tracking team performance and KPI’s to identify key priorities, inform future decision making and effective alignment and planning of resources.

• Provide support and development to the Housing & Neighbourhood teams, to ensure that they are appropriately structured and resourced to deliver the corporate aims.

• Develop and deliver a team improvement culture – delivering excellent customer service across the organisation.

Role profile

ClanmilAssistant Director of Housing

and Neighbourhoods

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Person Specification Assistant Director of Housing and Neighbourhoods

QUALIFICATIONSDegree level/ Appropriate professional housing qualification OR qualified by relevant experience.Evidence of continual professional development.

EXPERIENCE Substantial customer/housing experience exposure in highly people-centred environments at a senior level.In-depth experience of leading a substantial staff team – including the setting and monitoring of agreed objectives and performance management.Experience of working collaboratively with a range of external stakeholders and partners.Proven track record of delivering customer-focussed services through others.

KNOWLEDGEKnowledge of housing issues, welfare reform and demographic trends.Knowledge of housing management including neighbourhood management and tenancy enforcement strategies would be an advantage.Knowledge of customer service excellence: including vulnerable customer needs, empathy with diverse customer bases, and evolving customer expectations.Understanding of budgets and financial management in respect of service provision. An understanding of the regulatory framework, relevant legislation and the social and political context in which Housing Associations operate would be an advantage.

SKILLS AND APPROACHProven skills in leading, empowering and motivating staff through change.Excellent oral & written communication and interpersonal skills with proven ability to meet differing audience needs.Strong external focus with a proven ability to build networks and work in partnership with others.Ability to prioritise workload including being able to manage conflicting priorities with a can-do attitude.Comfortable in a digital working environment.Committed to providing an excellent and customer focused service.Able to balance bigger picture thinking with an eye for detail.

GENERALHold a full UK driving license and be able to travel to meet the requirements of the post.Ability to work outside office hours including weekends and evenings and to respond to out-of-hours emergencies when required.

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BehavioursThe Role of the Senior Managers at ClanmilAt Clanmil we pride ourselves on being a bit different. We want to inspire our people to be their best, to make a difference every day and to challenge themselves by trying new things. We do a lot of serious work, but we try to have fun doing it. We ask our Senior Managers to deliver for our core business by displaying the following:

• Be ethical and work with integrity, trust and fairness.• Encourage respect and help us do our bit to make people’s lives better.• Engage, empower and motivate your team to help them deliver on our values.• Inspire and encourage your team by identifying and developing the confidence in them to be the best they can be.• Set your attitude when you come in the door – create a warm, positive and happy environment. If you are happy, then your team are too.

• Be creative about our business and our sector. Learn, be curious, lift your head and look beyond your vision. Ask questions – we’ll work together to find the answers.

• Be adventurous, creative and open minded. Try new things and be positive about changes. • Acknowledge that mistakes will happen as we go on the journey. Being brave has led us to being who we are and has helped us

achieve together.

• Own what data tells us about the performance of our business.• Understand how the business works and what opportunities and challenges are ahead.• Make the right decisions and know the cost and value of what you do.• Inspire your team to deliver on their promises to the business.

• Be accountable. If you work hard and accept that this is no 9-5 job then the business can be flexible with you and your time. Be consistent, persevere, work to your full potential and give it all your effort and dedication.

• Really care about the things that matter. You need to embrace the ethos of social housing. Embrace everything the sector stands for and recognise that in your team.

• Know the pace and keep up.• Positive energy and knowing what success looks like will pay you back and we promise to help you celebrate those wins!

Be Good

Be Ambitious

Be Business Minded

Be Hard Working

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Conveys complex information in a range of formats for a wide variety of audiences and stakeholders.Able to engage with staff, board members, tenants and external partners to build relationships based on honesty, trust, mutual respect and integrity to inspire confidence and respect.Competent user of digital channels and understanding their role in communication and driving business success.

Proactively communicates the vision and values both inside and outside the organisation.Has high credibility and is able to get buy-in from others.Takes personal responsibility for own workload.Is confident listening and presenting and able to influence and inspire others and encourage innovation.

Deals sensitively and appropriately with others and works in an honest and ethical way.

Has sound financial capability and functional knowledge.Keeps up-to-date with professional developments and understands financial performance indicators.

Knows how businesses work.Knowledgeable in current and future policies, practices and trends affecting the organisation.Is aware of how strategies and tactics can work to drive change.

Sees ahead and can clearly anticipate future consequences and trends accurately.Can articulately paint credible pictures and can create competitive and breakthrough strategies and plans.

Makes good financial decisions based upon a mixture of analysis, experience and judgement.Is sought out by others for advice and solutions to complex problems.

Supports the identification of strategies and processes needed to achieve and sustain long term customer satisfaction and ensure tenant participation.

Strives for excellence. Develops challenging but achievable plans and takes the decisions and actions necessary to ensure they are implemented.

What You’ll NeedCommunication

Leadership

Ethical Behaviour

Sound Business finance understanding

Business Acumen

Strategic Agility

Decision Quality

Tenant Focus

Achievement Orientation

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Remuneration & Total Reward Benefits

• Competitive salary, circa £55K• Private health insurance and

family medical plan

• Innovative pension package with salary sacrifice element and up to a combined 22.5% of salary contribution

• Award winning work-life balance package including birthday leave

• 37 hours per week. May require occasional out-of-hours

• A truly flexible approach to working patterns and locations

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To apply, please submit your CV (max 3 sides A4) and a statement responding to the following 3 questions (max 2 sides A4 in total); 1. What professional skills and experience do you bring to the role? 2. From your research how do you feel your leadership style fits with our culture and organization? 3. What are your greatest achievements relevant to this role over the last 2 years?Please email your CV and responses to recruitment@distinctivepeople.co.uk entering the Job Title as the subject of your email by 9am on Wednesday 18th March 2020

Key Dates:Closing date 9am, Wednesday 18th March 2020Stage 1 Telephone interviews: Wednesday 1st & Thursday 2nd April 2020Final Stage Assessments: Monday 20th April – Thursday 23rd April 2020

Background Information• Videos• Annual Report and Accounts 2018-19• Annual Business Plan 2019/20

Selection Process How to Apply

FoundationsforChange

AnnualBusinessPlan

2019/20

11840.02 Clanmil Business Plan 2019-20 Internal v6.indd 1

18/06/2019 11:32

Annual Report

and Accounts

A look back at our performance during 2

018-19

and our plans for future growth

2018-19

12821.01 Clanmil2019 Annual Rep

ort v6.indd 1

12/06/2019 10:29

Get a feel for us!Check out our social:

Clanmil Housing GroupNorthern Whig House, 3 Waring Street, BELFAST BT1 2DX

Web: www.clanmil.org

Clanmil Housing Association is registered with the Charity Commission for Northern Ireland (Registration No: NIC03840)

Interested? Contact:

Mark Glinwood Director

Distinctive People HR & OD LtdMobile: 07944 411484

Email: mark.glinwood@distinctivepeople.co.uk

Clanmil Housing Association @ClanmilHousing @clanmil_housing ClanmilHousing