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Recruitment of Head of Member Relations
Candidate pack
Olympic Office Centre, 8 Fulton Road HA9 0NU
Telephone 020 8830 6777 Fax 020 8450 9777
[email protected] www.campbelltickell.com
Campbell Tickell Ltd Incorporated in Cardiff (England & Wales) Registration number 4713939
Registered office 14 Accommodation Road, London NW11 8EP VAT number 743 6943 08
November 2013 Dear Applicant HouseMark - Head of Member Relations Thank you for your interest in this position. Enclosed is the information you will require to assist you in completing your application. To apply please can you:
Provide an up-to-date CV which shows your full career history with any breaks explained – we recommend that this is no longer than three pages;
Write a supporting statement detailing how you are a good candidate for this post and how you fulfil the person specification – we recommend that this should be a maximum of two pages; and
Indicate if you cannot attend the interview dates.
Please note that applications can only be considered if all the documentation is completed. However, it is not mandatory to complete the equalities section within the compliance form. The information requested is purely for monitoring purposes in line with our commitment to equality and diversity, and will not affect the outcome of your application. Once complete, please send your application, preferably in MS Word format, by email to [email protected] or by post to: Campbell Tickell Recruitment, Olympic Office Centre, 8 Fulton Road, Wembley, HA9 0NU Due to postal unreliability we recommend you e-mail your application to us wherever possible to avoid disappointment.
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Applications must be received by Monday 25 November at 12 noon. It is your responsibility to ensure that we have received your application. If you do not receive confirmation of receipt of your application from us within 24 hours of sending, please call 020 3434 0990 to ensure it has arrived. You should also ensure that you use a secure email address from which to send your application, as our system will filter out emails if it believes them to have been sent from unsecured sites that are often used to send spam emails. In order to avoid last-minute IT issues, we also ask that you allow yourself ample time to submit your application in advance of the deadline. Should you be shortlisted, the interviews will be held on Monday 9 December in Coventry. If you have any questions, please feel free to contact me on or 07900 363803 or [email protected]. We look forward to hearing from you. Yours sincerely
Kelly Shaw Senior Associate Consultant
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Contents
Page
Welcome letter 5
About HouseMark 6
Job description 8
Person specification 9
The media advertisement 12
Supplementary information can be downloaded from www.campbelltickell.com:
- HouseMark organisational structure chart
Further information on HouseMark can be found at HouseMark.co.uk
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Welcome letter Thank you for your interest in the post of Head of Member Relations at HouseMark. HouseMark is the leading provider of business intelligence for the social housing sector. Combining integrated data and analysis, with insightful knowledge transfer and high-quality consultancy and procurement support - HouseMark establishes a platform for our 950 member organisations to make better informed business decisions. HouseMark is going through major change across the whole business, as result of implementing a new Five Year Vision for the company’s future. This includes new approaches to member engagement and account management. As well as the review of our existing member services and development of exciting new ones, moving into a much broader approach to data analysis and data services. In addition, there is a new consultancy strategy for 2014 and a complete IT re-platforming across the business. Key to our success is the recruitment of new skills and expertise; we are looking for individuals who can bring new approaches, value and wide experience to our dedicated, hardworking and focused team. We're seeking an experienced individual to manage the team of Relationship Account Managers (RAMs), to be responsible for the delivery of excellent account and relationship management with HouseMark’s customers in England, and to oversee the development and implementation of membership plans and clubs network. It is essential that the candidate has experience in a social housing environment at a middle/senior management level. Experience in sales, marketing or account management is also essential. The ideal candidate also has experience in leading and managing staff. This post requires considerable travel throughout the UK. The postholder will be required to stay away from home overnight from time to time. If you believe that you have the track record, networks, influence and enthusiasm to turn our ambitions into reality, please speak to our consultants – Campbell Tickell. I look forward to receiving your application and wish you well.
Yours sincerely Samantha McGrady Chief Operating Officer
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About HouseMark
HouseMark was set up in 1999 and is jointly owned by the Chartered Institute of Housing (CIH) and the National Housing Federation (NHF), two not-for-profit organisations dedicated to improving housing standards. We are the leading provider of business intelligence for the social housing sector. Combining integrated data and analysis, with insightful knowledge transfer and high-quality consultancy and procurement support, HouseMark establishes a platform for our 950 member organisations to make better informed business decisions.
Our vision
We are a membership-based organisation, which provides business intelligence services to our members in the following ways:
Data services – cost and performance benchmarking and analysis, and plans for a wide range of new data services including “Big Data;
Knowledge transfer and good practice – through our online knowledge base, our experiential learning opportunities, and our commercial connections;
A wide range of member events, masterclasses and seminars;
Offering discounts on procured services;
Providing high quality consultancy support; and
Constantly refreshing our member services.
Our partners
We work with our 950 plus member organisations and with the Association of Retained Stock Authorities, Homes and Communities Agency, DCLG, Housing Ombudsman, SLCNG, TAROE, TPAS, the National Federation of ALMOs, Welsh Government, Scottish Government, Scottish Housing and Best Value Network (SHBVN) and other key organisations helping local authorities, ALMOs and housing associations to improve business effectiveness and decision-making.
Member services
We offer a comprehensive range of services to our members:
Data – we are the leading source of cost and performance data, an essential tool for securing improvement and value for money, via our annual Core benchmarking, ‘real time’ PI tracking and specialist services; we are also developing a wide range of new data analysis products including “Big Data”;
Knowledge transfer – we provide an unrivalled gateway to housing information, and practice via our website, discussion forum, performance improvement clubs, events,
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seminars and conferences; we also run a number of specialist clubs and a successful Business Connect programme which puts our members in contact with commercial and private sector businesses where they can learn from the best; and
Procurement for Housing - is our collective procurement service for social housing organisations, helping to achieve efficiency and cost effectiveness;
Consultancy services
We also offer consultancy services for the social housing sector in the following areas:
Value for money
Performance management
Data analysis and bespoke data services
Accreditation services in respect of ASB, complaints and tenant scrutiny
and our plans for 2014 include the development of new data services, more accreditations and business and service assurance services.
Read what some of our consultancy clients have said about us on our webpage: HouseMark.co.uk
Staff
HouseMark has 43 staff and more than 30 associates working across the UK.
Governance
The company has a board of nine directors comprising three representatives from each of the shareholders, two independent members (including the Chair) and the HouseMark Chief Executive. The Board are responsible for the strategic direction of HouseMark.
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Job description – Head of Member Relations
TEAM: MEMBER SERVICES
REPORTS TO: DIRECTOR OF MEMBER SERVICES
MANAGES: RELATIONSHIP ACCOUNT MANAGERS
SALARY: £48,491 + car allowance
LOCATION: HOUSEMARK OFFICE/HOMEWORKING
This post requires considerable travel throughout the UK. The postholder will be required to stay away from home overnight from time to time.
MAIN PURPOSE OF POST
- To manage the team of Relationship Account Managers (RAMs)
- To be responsible for the delivery of excellent account and relationship management with HouseMark’s customers in England
- To oversee the development and implementation of membership plans
- To manage the company’s paid for clubs network
MAIN DUTIES
1. Manage the team of RAMs
2. Ensure membership plans are developed on a regional, specialist and individual basis; monitor their delivery and effectiveness
3. Ensure a sound commercial thinking and approach to relationship and account management
4. Manage a small portfolio of high net value customers
5. Monitor budgets as delegated by the Director of Member Services
6. Ensure a sound approach to risk analysis and management of subscription renewals is in place
7. Contribute to the achievement of sales targets in new subscriptions and, renewals, paid-for events and conferences, consultancy and other chargeable services
8. Ensure excellent, targeted and meaningful communication of the HouseMark offer, brand and new services takes place with all members
9. Ensure that useful business intelligence about our customers and the wider sector is brought back into the business by the team
10. Contribute to the development of an annual paid-for events programme, including ideas/content generation, attending, and chairing some events
11. Be responsible for the overall management and success of the company’s paid-for clubs
12. Comply with the company’s health and safety policy and procedures and take reasonable care, to the best of your individual knowledge and ability, to avoid injury to yourself and to others by acts or omissions in your work.
13. Undertake any other duties that are consistent with HouseMark’s expectations of the role or which may, from time to time, be reasonably required.
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Person Specification – Head of Member Relations
QUALIFICATIONS
Educated to degree (or equivalent) level Desirable
Professional qualification in housing Desirable
Current valid driving licence Essential
EXPERIENCE
Minimum of three years’ experience in a social housing environment at a middle/senior management level
Essential
Experience of sales, marketing and account management Essential
Experience of effective project management Desirable
Experience of public speaking Desirable
Experience of leading and managing staff Essential
COMPETENCIES
Housing
Awareness and understanding of current housing issues and policy developments in the UK.
Knowledge of current initiatives to secure performance improvement and value for money in housing organisations.
Leadership
Corporate responsibility
Commitment to the organisation and corporate culture. Setting an example and acting in a manner consistent with the company’s vision, policies and procedures.
Thinking creatively Actively seeks out ways of doing things differently and innovatively. Fosters a climate of creativity to promote innovative solutions to problems and challenges. Acts with imagination and flair.
Strategy and planning
Able to approach corporate issues with a strategic focus. Can translate and develop high level objectives into deliverable plans. Ability to use forecasting and planning tools.
Cross service/ team working
Ability to work diverse people from different departments or organisations in a cohesive team with common goals to achieve business aims and objectives.
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Facilitating change Ability to help others approach changes at work in a positive and constructive manner.
People skills
Leadership and motivation
Ability to set an example, motivate, inspire and influence others in a way that seeks to ensure their commitment and enthusiasm achieving personal and company objectives
Managing development
Creates a climate/culture of development and continuous improvement; acts as a role model by continually developing self and others.
Team building Ability to develop individuals as team members, with a shared vision and purpose.
Influencing and negotiation
Ability to impact on others, to influence or persuade them to take forward objectives using a variety of techniques.
Communications
Ability to convey information and ideas effectively, using skills in oral and written communication and presentation. Evidence of excellent writing skills. Ability to write effectively for the web and to organise and structure web content.
Self-management
Managing personal learning
Takes responsibility for meeting own learning and development needs. Evidence of continuing professional development.
Personal organisation
Achieves personal objectives through the effective planning and organisation of work. Manages conflicting and competing priorities effectively.
Coping skills Resilience and drive to meet the demands and pressures of the post including the ability to cope effectively at times of crisis.
Presentation skills Ability to present information and ideas effectively. Ability to deliver presentations in a confident and assertive manner and with impact. Ability to adapt presentational style to suit different audiences and events.
Customer focus
Customer awareness
Effectively communicates with customers to involve and engage them with the aim of identifying business opportunities and improving service relevance, performance and delivery.
Commercial awareness
Commercial acumen/risk
Understands the economics of the business and the legal, commercial and financial impact of actions and decisions. Ability to assess commercial risk using a range of techniques.
Partnership working Ability to forge and maintain relationships and partnerships.
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Sales and marketing Ability to solution sell, pitch and close a deal
Managing for results
Numeracy/analysis Ability to compile, analyse and interpret textual and financial information.
Decision-making Ability to develop options and hypotheses, apply foresight and judgement and make objective assessments. Not afraid to be decisive and take ‘tough’ decisions.
Managing resources Achieves objectives through the effective planning and allocation of financial and human resources.
Managing projects Possesses strong project management skills and able to lead a project team and deliver complex projects on time.
Managing performance
Understanding of, and ability to apply, performance improvement techniques. Actively aims for continuous improvement in service provision; able to develop appropriate service standards and performance measures.
IT skills Good all round level of IT literacy. Ability to use CRM systems.
Integrating equalities
Valuing diversity Understands people’s commonalities and differences and helps create a healthy, inclusive environment where all people feel welcomed, included, and respected so they can contribute their best work.
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Media advertisement
