Job Description and Competency
Job Title: Deputy Chief Executive
Responsible to: Chief Executive
Responsible for:
Head of Housing Management
Head of Customer Services
Head of Asset Management
Executive Support Assistant
Job Purpose: The Deputy Chief Executive - Service Delivery is responsible for providing inspirational leadership and management and developing strategic, corporate and partnership initiatives for Housing Management, Customer Services and Asset Management to ensure Ascham Homes meets its vision and business objectives. The postholder will be responsible for driving up overall resident satisfaction consistent with best practice social housing in London.
Ascham Homes has the following Visions and Priorities.
Vision: Working together to provide quality homes in a thriving community
Priorities:
People: Listening and responding to needs
Resources: Making the best use of money – doing more for less
Improvement: Achieving very high resident satisfaction through service improvement
Development: Rewarding the can do attitude & commitment of our staff
Environment: Community impacts through joint action
Key Responsibilities (Corporate):
• To advise the Chief Executive, Ascham Homes Board and the Executive Management Team on strategic, corporate and partnership initiatives for Housing Management, Customer Services and Asset Management.
• Support and deputise for the Chief Executive and advise and support Board Members on all areas of responsibility.
• Ensure that the Corporate and Business Plans are prepared annually for approval and kept under review.
• To participate in reviews and negotiations with the Council on a range of matters including the Management Fee, the Delivery Plan, financial performance, and Service Level Agreements.
• To provide motivational leadership and support to line managers and their teams, ensuring clarity of direction, effective communication and development of personal potential.
• To participate in a value for money strategy and action plan that delivers continuous improvement and a demonstrable value for money culture throughout the company.
• To represent Ascham Homes on corporate and strategic forums.
• In all aspects of the Company's work to promote effective communication and excellence in customer services with a focus on continuous improvement.
• As the Deputy Chief Executive and as a line manager, champion the furtherance of and demonstrate an awareness, understanding and commitment to equal opportunities and diversity, showing respect, consideration and sensitivity to people's needs and ensuring that the Company's diversity and inclusion policies are adhered to and integrated in all contact with the Board, customers, staff, other agencies and stakeholders.
• As part of the Executive Management Team take a lead role in making effective decisions and ensuring decisions are implemented. Work with the Board, Chief Executive and EMT to achieve this. Ensure recommendations and follow-up actions are implemented.
• Take a lead role in effectively implementing the REFOCUS programme and other key components of continuous improvement.
• Develop and implement social and economic strategies to improve the life of residents
• Ensure compliance with Standing Orders, Financial Regulations, Statutory Health and Safety and other related regulations including compliance of all contracts.
Key Responsibilities (Functional):
• Establish excellent working relationships with Board Members, the Executive Management Team, Waltham Forest Council, partners and stakeholders to enable timely and appropriate decision-making and actions.
• Ensure that the Company implements it’s commitment to delivering an excellent customer focused service, has awareness of the sector and its challenges and promotes customer involvement. Look for ways to exceed customer expectations and invite feedback.
• Develop and maintain a customer focused culture, values and reputation in all Company markets and with all staff, customers, suppliers, partners and regulatory/official bodies.
• Develop and report on Housing Management, Asset Management and Customer Services strategies which are agreed by the Board and Executive Management Team and meets the organisation's goals.
• Ensure strategies are translated into operational delivery which achieves excellent value for money and the highest standard of customer service for Waltham Forest residents.
• Ensure meaningful performance measurements, regular reviews and appropriate redefining of measurements to ensure operational delivery provides an outstanding service to customers.
• Promote the work of Ascham Homes through identifying and pursuing opportunities to further the achievements of its objectives.
• Ensure effective budget management which meets financial and other legal/standing order requirements and maximises value and minimises expenditure to efficient management of resources.
• Ensure that staff, contractors, partners and consultants comply with all rules, regulations, standards, quality systems and legislation affecting Housing and Asset Management.
• Promote a performance orientated culture within the company which encourages staff development and ensures work plans and supervision systems are in place to meet the companies service strategies and objectives.
• Undertake regular 1 to 1 supervision through performance management regime of all direct reports, provide effective review and appraisals ensuring SMART objectives are in place, and delivered linked to the business and delivery plans.
• Ensure that the organisation’s health & safety, equality, diversity and inclusion policies are fully implemented at all times and in all aspects of service delivery and employment. Create a working environment where staff feel valued, motivated and safe.
• In all aspects of the company’s work, to promote effective communications, excellence in customer service, a focus on continuous improvement and a proactive approach to all best practice; and legal and compliance matters.
• Ensure effective management of the performance management scheme throughout areas of responsibility.
• Ensure regular training needs assessment is carried out for division and put in place effective training and support to address needs.
Effectively manage sickness and absence in division to achieve top quartile outcomes