June 2016

Dear Applicant

Post of Repairs Receptionist

Please find enclosed Application Pack for the above post.

The closing date for the return of completed applications will be 12 noon on Wednesday, 29th June 2016. 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 McPheeCorporate Services Officer

Encl.

JOB DESCRIPTION

JOB TITLE: Repairs Receptionist

RESPONSIBLE TO: Technical Services Manager

DATE: June 2016

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 operates in a dynamic environment and flexibility by staff is essential. The postholder must work in co-operation and liaison with all sections and staff members to produce the best possible service to our customers.

Specific

The specific purpose of the post of Repairs 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 delivery of the Association’s Core Services.

Performance

The Repairs Receptionist is expected to perform to a high standard and contribute to the achievement of the Sectional and Strategic Objectives as outlined in the Association’s Internal Management Plan.

JOB DESCRIPTION:

The main tasks of the post are:

1. Providing information, advice and assistance with routine general enquiries at reception from tenants and other customers calling at the Association’s office

2. Answer telephone calls promptly via the Association’s switchboard and refer them to the appropriate staff member or section.

3. Typing letters, reports, minutes and any other documents, as necessary

4. Undertake the following key clerical and administrative tasks to contribute towards an effective and efficient repairs service to the Association’s tenants and other customers as follows

a. Maintenancei. Taking repairs by telephone or in person at reception;ii. Raise repair work orders via the SDM housing software

system and forward these to contractors and the Association’s ‘in house’ repairs service;

iii. Liaise with tenants and contractors on repairs issues, such as outstanding repairs, key management, access arrangements;

iv. Process completed work orders for the Association’s direct labour operation and contractors timeously;

v. Assist in processing contractor’s invoices to ensure payments are processed timeously;

vi. Assist the Maintenance Co-ordinator in arranging the annual gas service in accordance with legislative requirements;

vii. Take and record complaints regarding the repairs and general service and monitor through to completion;

viii. Assist in the tenant satisfaction surveys for completed repair works.

5. Provide clerical and administrative support to other departments of the Association

a. Housing Managementi. Provide applications for housing to prospective

applicants and record personal details;ii. Prepare and/or Issue general model letters for tenant

related matters e.g. estate management issues;iii. Undertake general administration tasks as directed by

Housing Management staff; and.iv. Assist in tenant satisfaction surveys for Housing

Management activities.

b. Finance i. Process cheques and cash payments in relation to the

Association’s services i.e. rent, rechargeable repairs deposits, factoring, general services.

ii. Assist the Finance Officer with general clerical tasks associated with the Finance service i.e. recording invoices.

6. Undertake general clerical and administrative duties to support the effective running of the Association:

a) Ensure incoming mail is opened and recorded timeously and distributed to the appropriate staff / section;

b) Ensure outgoing mail is posted on a daily basis and ensure sufficient funds and appropriate postage for all letters;

c) Undertake filing, faxing or scanning as required;d) Maintain the reception area in an orderly manner i.e. leaflet

displays and posters;e) Take minutes at Committee and staffing meetings, as

required;

7. Undertake general clerical and administrative duties to support the operation of the Cadder Community Centrea. Attend to general enquiries community centre user enquiries;b. Undertake administrative tasks associated with the operation

of the community centre; c. process bookings for the activities and functions and events in

the centre;d. process deposits and other payments for activities and

functions and events in the centre;

8. Assist the Health & Safety Administrator with general clerical and administrative duties associated with implementation of the Health & Safety Control Manual.

9. Ensure the confidentiality of all material which he/she comes into contact with in the course of his/her employment

10. Assist with any hospitality offered to visitors to the Association’s Offices

11. Any other additional duties relating to the smooth running of the office as instructed by the relevant Sectional Manager.

PERSON SPECIFICATION

Job Title - Repairs Receptionist

ATTRIBUTES ESSENTIAL DESIRABLE1. Personal Qualities(e.g. speech, appearance, manner

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 sectional

and organisational objectives, targets and goals; and

Customer Focussed.2. Qualifications(e.g. Education, Training, Experience)

Minimum of 4 Standards Grades or equivalent;

Standard grades in English and Maths

3. Experience(e.g Organisational, Supervisory etc)

Experience of dealing with the public;

Dealing with external agencies;

Experience in working in an office environment;

Good I.T Skills and Knowledge; and

Use of Housing Software System

Experience of Microsoft Office Applications, particularly word and excel;

Experience of SDM Housing Software System;

Experience of working in a housing environment; Experience in working in a maintenance department

4. Skills & Attributes Good timekeeping.

Applicable to Post Manage workload. Conscientious. Ability to communicate

effectively both verbally and in writing; Flexible approach

Applications for Employment

1.0 Introduction

1.1 Cadder Housing Association is a Registered Social Landlord and a Registered Scottish Charity and was formed in 1994 and evolved through two housing stock transfers in 1994 and 1998 from Scottish Homes. We now own 652 properties and provide a factoring service to 400 owner occupiers in the area.

1.2 Cadder has a healthy mix of tenement and main door properties in the area, although these are manly three and four apartment properties, thus giving the Association and many of our tenants particular challenges with the ‘bedroom tax’ through the Government’s Welfare Reforms.

1.3 Cadder has recently been transformed through major investment in the Government Community Energy Saving Programme and partnership with British Gas has improved the energy efficiency of our tenant’s homes. These improvements include an insulated render system, new double glazing windows, new A rated boilers and central heating systems, all at a cost of £5.1million.

1.4 Cadder has a staff team of 34 people mainly working in the Association’s core and direct labour services i.e. Directorate, Finance & Corporate Services, Housing Services and Technical Services.

1.5 Cadder 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 2006 and we have provided more than 300 work and training placements and 25 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’.

1.6 The Association aims to continue the regeneration of Cadder where we have plans to build a new community centre and have development aspirations for vacant sites in Cadder to build housing to meet the needs of our tenants and applicants to our housing list, which will aim to provide a greater balance in the range of property types and sizes in Cadder.

2.0 Post of Repairs Receptionist

2.1 The post of Repairs Receptionist is a crucial post where it is the first point of contact for many of our tenants and other customers. As well as providing a first class reception and switchboard service, the successful candidate will be expected to undertake clerical and administration duties for the Association’s core and corporate services;

2.2 The successful candidate should be customer focused and be able to work

on their own initiative and as part of a team, as well as have a commitment to meeting sectional and organisational objectives, targets and goals in their work

2.3 The successful candidate should be educated to standard grade level/National 5 level and possess a minimum of 4 qualifications, two of which should preferably be English and Math.

2.4 The 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, although the receptionist will be expected to be in attendance during the Association’s office opening times, which are 9.00 a.m. - 4.30 p.m. Monday to Thursday and 9.00 a.m. – 4.00 p.m. on Friday. We close the morning of the last Wednesday of every month and then open from 1.00 pm – 6.00 p.m.

2.5 Cadder 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.

2.6 The terms and conditions for the Housing Services Officer are as listed:i. The salary for this post is EVH Grade 4 (PA9 – PA12 - £19,467 to

£22,014ii. 35 hours per week;iii. 25 days annual leave plus 15 public holidays per annum (pro-rata);iv. Defined Contribution pension scheme is currently available ; andv. Flexi-time working is in place although variations to the working day

need to be agreed in advance or be in accordance with service rotas to avoid compromising the service to our customers.

vi. Uniform Allowance.

3.0 Recruitment Process

3.1 We hope that the information provided to you for the post of Repairs Receptionist and details about our Association will now encourage you to now apply for this post.

3.2 You should provide the following information to apply for this post:i) Completed Application Formii) Completed Equal Opportunities Monitoring FormYou should not provide your C.V with your application

3.3 Your application can be e-mailed to recruitment@cadderhousing.co.uk 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.

3.4 If 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.

3.5 The 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

3.6 The 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.

3.7 Your application form is the start of your relationship with the Association and its content and quality will demonstrate your dedication to be successful in this post and work for Cadder Housing Association. It is for these reasons that you should ensure your application is legible and provides relevant and comprehensive information to give you the best possible opportunity of securing this post.

3.8 If you are related to any members of staff, consultants, contractors or suppliers to the Association – this should be clearly shown on the relevant part of the form. This will not necessarily be detrimental to your application.

3.9 If you are shortlisted for interview we will ensure you are given reasonable notice for the date of your interview. The interview panel will set questions

based on the job description and person specification to ensure they can appoint the candidate with most suitable experience, knowledge, personal attributes and skills to excel in this role.

3.10 The award of employment will be subject to a satisfactory outcome to a Disclosure Scotland check and completion of a health questionnaire.

3.11 Cadder Housing Association aims to be an equal opportunity employer and is committed to diversity in employment. If you feel that there is anything specifically that you need from us to encourage our commitment, or you wish an informal discussion with us then you may contact Sukhdeep Hopper, Technical Services Manager on 0141 945 3282.

3.12 The completed application should be submitted to the Association as follows:a) E-mail to recruitment@cadderhousing.co.uk; orb) Cadder Housing Association, 20 Fara Street, Glasgow, G23 5AE

3.13 The closing date for receipt of your application is 12 noon on Wednesday 29th June 2016. Interviews to be arranged.

Cadder Housing Association

In Confidence

APPLICATION FOR EMPLOYMENT

Post applied for: REPAIRS RECEPTIONIST - EVH GRADE 4

Applications must be clearly written in black ink or typed.

PERSONAL DETAILS

Surname........................................... Initials........................

Address where we can write to you:

............................................................................................................................

............................................................................................................................

............................................................................................................................

Post Code ............................

E-mail address: ………………………………………………………………

If you can be contacted during the day by phone, please give the number:

Home .................................. Mobile ......................................

Do you hold a current driving licence? YES/NO

Is it clean? YES/NO

If no please give details.................................................................................................

Have you ever been convicted of a criminal offence, other than a spent conviction under the Rehabilitation of Offenders Act 1974? YES/NO

EMPLOYMENT HISTORY

Please give details of past and present work. This can be paid work, voluntary work or work from home. Start with the most recent.

Please state current salary:

From To Name of Employer, Job Title and duties

QUALIFICATIONS(Academic and/or Professional) or courses presently being studied.

Subject Grade/Level Date Result Obtained Dates of Study

OTHER EDUCATIONTraining - include any short course you have undertaken, e.g. Night school, First Aid, Company Training courses.

Name of Course Dates of Study Details of Course

COMPUTER SKILLS (please detail your experience of software and mainframe packages)

REFERENCESPlease give the name and address of 2 people to whom references can be made. If you are at present employed or have been employed, please include details of present/last employer.

1 ................................................... 2. ........................................... Name

.................................................. ............................................... Job Title

.................................................. .................................................. Company Name

.................................................. .................................................. Company Address

.................................................. .................................................. Company Address

If selected for interview, do you give us permission to contact your references prior to interview. YES/NO (please circle)

ADDITIONAL INFORMATION IN SUPPORT OF YOUR APPLICATION

ASSISTANCE FOR PEOPLE WITH DISABILITIES

Do you consider that you have a disability? YES/NO

If YES - are there any arrangements which we can make for you if you are called for

.....................................................................................................................

GENERAL INFORMATION

How soon after an offer of a job would you be able to start? ......................

NOTE TO ALL APPLICANTSIn accordance with the Asylum and Immigration Act 1996 Section 8, if you are invited to attend an interview you must provide an original document which states your National Insurance Number e.g. P45, P60, Payslip or a National Insurance Number Card.

DECLARATIONI confirm that to the best of my knowledge the information I have provided in this application is correct.

(a) I am/am not related in any way to a committee member of the Association.(b) I am/am not related to any member of staff, consultant, contractor or supplier

of the Association.

Signed ................................................... Date ................................

PERSON SPECIFICATION

The Association wishes to compare your experience, skills and knowledge with its requirements. You should therefore, try to show in the following part of the form how you satisfy these. This does not have to be from paid work, but can be from other experience. The Selection Panel will consider candidates who do not meet all the requirements therefore please complete all sections as appropriate.

Essential Criteria How You Satisfy the Criterion

Personal Qualities

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 sectional and organisational objectives, targets

and goals and Customer FocussedProfessional, or other related qualification.

Minimum of 4 Standards Grades or equivalent;

Experience

Experience of dealing with the public; Dealing with external agencies; Experience in working in an office

environment; Good I.T Skills and Knowledge; and Use of Housing Software System

Skills & Attributes applicable to the post.

Good timekeeping. Manage workload. Conscientious. Ability to communicate effectively both

verbally and in writing Flexible approach

Desirable Criteria How You Satisfy the Criterion

Experience

Experience of Microsoft Office Applications, particularly word and excel;

Experience of SDM Housing Software System;

Experience of working in a housing environment; Experience in working in a maintenance department

EQUAL OPPORTUNITIES MONITORING FORM

To help us monitor our Equal Opportunities Policy and the effectiveness of our recruitment practices we would like you to answer the following questions. You are not however obliged to complete the form.

This information will not be circulated to the interview panel.

1. Post Applied for:

2. Where did you see the post advertised?

EVH Website/Bulletin Association Website Word of Mouth

Job Centre S1 Jobs Other

If Other Please specify

3. Are you:

Female Male

4. Which of the following age band do you belong to?

16 – 25 26 – 40

41 – 50 51 – 60

60+

5. Do you consider yourself as defined by the Disability Discrimination Act? By this we mean a condition which has a long term and substantial effect on your ability to carry out normal day to day activities.

Yes No

REPAIRS RECEPTIONIST

If yes, is it

Physical

Mental Ill Health

Learning Disability

Visual Impairment

Hearing Impairment

Other – please specify

6. How would you describe your ethnic origin?

Asian, Asian Scottish Black, Black ScottishWhite or Asian British or Black British Scottish Indian Caribbean Other British Pakistani African Irish Bangladeshi Gypsy Traveller Chinese Polish Other White Background Other Asian Background Other Black

Background

______________________ - __

(please state which) Arab, Arab Scottish or Arab British Mixed Ethnic Background Any Other Ethnic Background

(please state which) (please state which)

Information for Applicants - Processing and Storage of Your Sensitive Personal Data

Cadder Housing Association is endeavouring to operate as an equal opportunities employer. It is part of our policy to ensure that there shall be no discrimination on the grounds of race, colour, nationality (including citizenship), ethnic or national origins, religion, social background, disability, marital status, gender, age or sexual orientation.

We are committed to eliminating discrimination from our employment practices. We will take steps to ensure that candidates are recruited, trained and promoted on the basis of ability, the requirements of the job and the need to maintain an efficient and effective service.

The information you disclose on completion of this monitoring form constitutes sensitive personal data as defined by the Data Protection Act 1998. The processing of this data for the purposes of monitoring equal opportunities is permitted under the Data Protection (Processing of Sensitive Personal Data) Order 1999.

Your personal sensitive data may be held in a computerised system. We will be responsible for ensuring that this data is processed in a confidential manner. The information you provide will only be used for monitoring purposes, it will be treated in strict confidence and will not form part of the interviewing process. This form will be detached from your application form on receipt and will be kept separately from the interview panel.