Role profile

Executive Director - Customer & Communities

Reports to: Group Chief Executive Officer

Team: Customers and Communities

Line manages:

Customer Services Manager
Director of Partnerships Social Value
Owns Client Repairs and Maintenance Requirements – Ensuring KPIs are delivered for our customers
Assistant Director – Neighbourhoods

JOB PURPOSE

A strategic thinker responsible, through the Group Chief Executive Officer to the Board, for the effective leadership and development of our Core Housing Services offering across Group Cartrefi Conwy.

To ensure the delivery of a truly customer and community driven service, that is both excellent in quality and cost effective which contributes fully to achieving the organisation’s Corporate Plan, Strategic Aims, Vision and Values.

With a dedicated people focus, to lead and develop operational and strategic housing and community service provision to achieve high standards of performance and continuous improvement whilst meeting the needs of our customers and ensuring value for money.

As a member of the Executive Leadership Team, to actively contribute to corporate decision making, policy and strategy formulation, business development through partnerships and place planning to achieve the organisation’s strategic aims and values.

To lead by example communicating and driving forward a one team approach across the Group, adopting and embracing organisational change in order to improve our customers’ and colleagues experience via the best use of our people, data /information technology and property.

To support the Deputy Group Chief Executive Officer in area of expertise in the first instance.

FOCUS & KEY RESPONSIBILITIES

Customer Service Delivery

To lead the development and review of all customer & community service strategies listening to the views of Cartrefi Conwy’s customers and utilising tenant satisfaction and engagement to advise the wider Executive team and Board of opportunities to improve the customer experience.
To positively challenge in order to ensure that our strategies meet the evolving needs of our customers, and that equality, diversity and inclusion is respected, valued and reflected in service planning and provision.
To be responsible for the management and development of all aspects of customer and community service. Ensuring excellent communications in the delivery of innovative, modern, and high-quality practises ensuring effective use of data sets to drive business efficiencies
To lead the development of partnership working at all levels using internal service areas and integral external organisations such as Welsh Govt, LA’s, other RSL’s and service providers to maximise available resources and opportunities for joint initiatives thus ensuring the delivery of bespoke services tailored to customers’ and community needs.
To be responsible for strategies and services including rents and money management, housing allocations, tenant voice and tenant issues, anti-social behaviour, neighbourhood development, sheltered housing services, tenancy support and community services in an integrated and collaborative manner.
To ensure a particular client led focus on developing the delivery of a high performing, customer-focused Housing Repairs & Maintenance Service, whilst promoting Group Cartrefi Conwy’s commitment to sustainable communities via a responsive maintenance and voids service that is consistently excellent.
To drive forward a one team approach between all operational areas of the Business with particular focus upon Neighbourhoods and Property Services.
To keep up to date with developments in related services and provide appropriate advice and recommendations to ensure the organisation responds to new developments and changes in line with legal obligations and national context.
To drive change and innovation developing best practice utilising an array of data warehouses to make informed strategic decisions.
Identify and explore opportunities appropriate to the business which contribute towards growth, innovation, community and service development and ensuring overhead is maximised creating business efficiencies for customers’ needs.
To ensure there is a culture of excellence in both customer and community services and customer engagement, participation and voice. Ensuring wider community involvement is embedded both in the development and in the delivery of all of our services.

Colleague Leadership

Lead by example on the Group’s values to embed a culture of high performance, best value, partnership and collaboration, delivering high quality services and ensuring we have skills, experience and capacity to create a sustainable future.
Provide effective leadership, development and empowerment to the leaders and teams within customer and neighbourhood/community services creating a one team approach, with strong communication, that is both professional and approachable.
Ensure that all colleagues are given adequate structure, development opportunity and are supported by each other to maximise their full potential.

Risk and Performance Management

To develop and maintain risk management procedures and appraisal systems for projects and activities managed by customer and community services and to mitigate, monitor, identify and report significant areas of risk to the organisation.
To monitor and regularly report on key performance indicators and management processes of operational activities within customer and community services and take appropriate action to achieve improved service delivery, business objectives and health, safety, quality and environment responsibilities.

Financial Management and Budgetary Control

To be responsible for the preparation, review and monitoring of financial budgets and authority levels and ensure that they are followed.

Corporate Management

To be accountable and take responsibility for delivery of corporate strategic objectives along with all members of the Executive Leadership Team.
To be an active and effective member of the Executive Leadership Team, liaising with the Group Chief Executive Officer and other members on all matters relating to customer and community services which impact on the organisation’s strategic objectives and activities.
To participate in the compilation of the annual Corporate and Business Plans, setting and monitoring departmental objectives as appropriate.
To interpret existing and proposed legislation as it affects all issues relevant to customer and community services and report to the Executive Leadership Team on possible impact.

Board

To prepare and present reports for the Boards and Committees as required, keeping them appraised of departmental performance and procedures, new legislation and policy reviews.
To support open and transparent dialogue, setting high standards of probity, ensuring that the Board members have sufficient information to enable them to discharge their responsibilities effectively and as required by the regulators.

General

To provide appropriate and structured reporting systems to the Group Chief Executive Officer.
To initiate and attend colleague consultation and negotiation meetings, as appropriate, providing relevant advice and support.
To promote and professionally represent the organisation at local and national meetings with Welsh Govt, Political Leaders, LA’s, Education, Health, CHC, CIH Cymru, Trade Union officials etc and with other housing related organisations, as appropriate.
To ensure that all corporate policy is fully implemented and adhered to at all times.
To provide corporate leadership and oversight for all health, safety, quality and environmental matters, ensuring that all policies and procedures comply with legal requirements and good practice.
To carry out any other duties appropriate to this post, as necessary or as requested by the Group Chief Executive Officer.

Person Specification

EDUCATION AND QUALIFICATIONS
Essential:	Assessed by:
Degree level or relevant professional qualification	Application
Evidence of continuing professional development	Application
A relevant housing or customer service qualification (secured or working towards) or a commitment to secure the qualification within allowed timescales	Application
KNOWLEDGE, UNDERSTANDING AND EXPERIENCE
Experience of operating at a senior management level or director level in a complex and challenging environment	All requirements under Experience, Knowledge, Understanding will be assessed at screening interview stage. For those successful at the screening stage, further assessment will take place at interview including a presentation.
Significant and demonstrable experience in a customer and community services environment
Significant leadership experience to work in a way that is professional, approachable and engaging
Demonstrable experience of leading high performing teams and delivering successful change Up to date knowledge and understanding of customer and community focused issues, including legal and regulatory obligations and best practice
Experience of developing service delivery strategies, policies and procedures
Experience of leading performance management, setting and delivering to key performance targets
Experience of growing, developing and implementing new service
Experience of working effectively with Boards or Committees across a multi-site, medium / large organisation
Knowledge of the political and legal context in which Cartrefi Conwy operates
LANGUAGE SKILLS
The ability to communicate fluently both verbally and written through the medium of English is essential	Application/Screening Interview
Desirable:
The ability to communicate fluently both verbally and written through the medium of Welsh	Assessment/Wave Profile
COMPETENCIES: SKILLS, ABILITIES, BEHAVIOURS AND WORK-RELATED PERSONAL QUALITIES
TECHNICAL AND PROFFESIONAL SKILLS
Broad business vision with the ability to add value across a range of business activities	Application/Screening Interview
Significant and demonstrable experience in a senior managerial capacity in a related role	Application/Screening Interview
Successful project and programme management delivery skills	Application/Screening Interview/Portfolio
Demonstrates strong financial acumen and social values	Application/Screening Interview/Portfolio
Excellent communication and influencing skills able to bring new perspectives and positively challenge when necessary	Leadership/Management Assessment
Drives the strategic use of data ensuring our approach informs actionable insight	Application/Screening Interview
CUSTOMER FOCUS
Effectively promotes services and standards internally and externally	Application/Interview/ Presentation
Identifies and creates strategies and processes needed to achieve and sustain long term customer satisfaction	Application/Interview/ Presentation
Reviews business and operational feedback to identify the strategies and processes needed to meet and sustain long term customer satisfaction.	Application/Interview/ Presentation
Forms diverse strategic partnerships to improve customer services	Application/Interview/ Portfolio
AMBITION
An ambitious impactful leader with drive and resilience	Leadership/Management Assessment
Shows innovation in developing solutions that improve the business	Application/Interview
Able to apply sound judgement and identify and balance strategic priorities/risks to make informed decisions	Application/Interview
LEADERSHIP AND MANAGEMENT
Effectively and professionally communicates and delivers the vision, values and strategic direction	Application/Portfolio
Impactful authentic leader who inspires, acts as a role model, engages and motivates colleagues to deliver their best and achieve excellent results	Leadership/Management Assessment
Works collaboratively to formulate and deliver organisational goals	Leadership/Management Assessment
Effectively leads on and implements change to achieve business goals	Application/Portfolio
BUSINESS AWARENESS
Adopts a strategic approach to developing business goals aligned to a strong financial focus	Application/Portfolio
Develops strategies that enable and support business growth and diversification	Application/Portfolio
WORKING TOGETHER
Develops and instils a one team culture throughout all areas of the business with excellent communication, including direct reporting teams and others.	Leadership/Management Assessment
Creates opportunities and innovation to improve cross-functional working practices	Application/Screening Interview
Builds strategic connections with associated partners to deliver best outcomes.	Application/Screening Interview
CORE VALUES
Do the right thing	Application / Interview
Be Innovative	Application / Interview
Commit to quality	Application / Interview

It is essential that all candidates are able to demonstrate their ability to meet our group values: Be Innovative, Commit to Quality and Do the Right Thing. You should explain in your interview how your examples meet these values.