• Welcome
• About Waltham Forest
• About Ascham Homes
• The roles
  • Job Description and Competency Deputy Chief Executive
  • Person Specification - Deputy Chief Executive
  • Job Description and Competency Head of Asset Management
  • Person Specification - Head of Asset Management
  • Job Description and Competency - Head of Customer Services
  • Person Specification - Head of Customers Services
  • Terms and Conditions of Service
• Recruitment Process
• How to apply

Person Profile/Specification

It is essential that in your written application/CV you give evidence of examples of proven experience in each of the following selection criteria listed in “Experience and Qualifications” and “Skills, Knowledge and Understanding” of the Person Specification.


These responses will be further developed and discussed with those candidates invited for interview, together with the other criteria listed.


Experience and Qualifications


• Educated to degree level or equivalent.
• Substantial management experience, preferably within social housing, to include:
• Managing staff.
• Managing budgets.
• Strategic and operational planning and implementation.
• Managing performance.
• Communicating effectively and appropriately in writing and orally across all levels both internally and externally.
• Working in partnership arrangements, including negotiating with partners to improve service provision.
• Customer Services focused role at senior level.


Skills, Knowledge and Understanding


• Thorough and up to date knowledge of technical matters relating to telephony and associated IT software and programs.
• Comprehensive knowledge and understanding of the customer service industry, along with future trends, innovations and developments.
• Comprehensive knowledge and understanding of Ascham Homes policies and procedures.
• Managing and controlling budgets.
• Effective communication and presentation skills.
• IT literate with particular familiarity with Microsoft Office inc. Word, Excel, PowerPoint.


Leadership and Management


• Providing inspirational leadership.
• Motivating others to achieve and deliver.
• Developing individuals and teams.
• Providing coaching, training and guidance.
• Delivering services within Equal Opportunities/Diversity framework.
• Applying Health & Safety, Customer Care and Communications policies appropriately throughout Customer Services.
• Managing fairly without bias or preference.


Commercial, Analytical and Intellectual


• Thinking creatively and removing obstacles to achieve desired outcomes.
• Managing budgets, maximising value and minimising expenditure through efficient management of resources.


Performance Management


• Managing team to meet targets and deliver outcomes.
• Enhancing skills, knowledge, capability and competence of all staff within Customer Services.
• Building high performance teams by maximising talent and ability.


Equalities and Diversity


• Champions the furtherance of staffing and service delivery without discrimination or prejudice.
Challenges behaviour and systems, which are negative to disadvantaged groups and seeks to bring about corrective action.


Communication


• Demonstrating advanced communication skills and using approach and style relevant and appropriate to audience/recipient.
• Negotiating effectively with partners to improve service provision.
Strong presentation skills and ability to promote the Company to a range of individuals//organisations.
• Ability to build and facilitate strong internal team relationships and corporate working
Strong written and verbal communication skills.


Customer Service


• Placing the needs of the customer at the core of all activities within Customer Services.
Experience of achieving excellence in delivery of service and commitment to continuous improvement.
• Ability to reflect and recognize the needs of all groups within society and particularly those who are inherently disadvantaged or deprived.


Personal Qualities


• Achieving tasks aligned to productivity and positivity throughout all action.
• Demonstrating ability to convince others of validity of activity/activities and building commitment as a result.
• Demonstrating enhanced negotiation skills which enhance relationships with business partners resulting in benefits to Customer Service delivery.
• Actively embrace and encourage change as a positive influence on enhancing Customer Service delivery.
• Demonstrating clear leadership abilities with sound and fair decision-making qualities
• Being accountable for own decisions.

May 2010


No job profile can cover every issue which may arise within the post at various times and the job holder is expected to carry out other duties from time to time.