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Dear Applicant
Post of Receptionist – Community Centre / Housing & Repairs Administration
Please find enclosed Application Pack for the above post.
The closing date for the return of completed applications will be 4.00 p.m on Wednesday 19th August 2020. 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: Receptionist – Community Centre/ Housing & Repairs Administration
GRADE: Employers in Voluntary Housing Grade 4 RESPONSIBLE TO: Asset Manager
ACCOUNTABLE TO: The Director via the Asset Manager
RESPONSIBLE FOR: No staff supervision or management
DATE: August 2020
1.0 JOB PURPOSE
Cadder Housing Association and Community Centre is an integral part of the Cadder Community and as first point of contact for our customers, visitors and stakeholders you will be required to provide a welcoming and professional reception.
To deliver and assist with our high quality repair service for our tenants and owners
The post holder will also undertake general clerical and administration tasks in the reception area to support the Community Centre and delivery of the Association’s Core Services.
2.0 Key Tasks and Responsibilities
2.1 To provide excellent service to customers of Cadder Housing & Community Centre
Greet customers at the main reception desk by telephone or in person;
Ensure the reception area and desk is kept in a presentable manner at all times for our customers, including updating notice boards and publications within the reception area & interview rooms;
Provide information, advice and assistance with routine general enquiries at reception from customers calling at the Association’s office;
Answer telephone calls promptly via the Association’s switchboard and refer them to the appropriate staff member or team;
Ensure provision of good quality information is provided to our tenants and other customers through all forms of communication i.e. in person, by telephone, e-mail, text message and other forms of social media;
Manage bookings for the Welfare Rights Service through the appointment booking system;
Monitor visitor access ensuring relevant registers and maintain security awareness;
Record complaints on the SDM Complaints Module to enable responsive and positive outcomes for our customers.
3.0 Delivery a high quality repair service for our tenants and owners
Take repairs by telephone, in person at reception and e-mail and in line with the relevant policy and timescales;
Provide tenants and other customers with good quality information on the repair to be undertaken;
Raise repair work orders via SDM housing software system in accordance with the Financial Regulations and delegated spending level;
Arrange repair appointments, allocating works to appropriate trades within agreed timescale with tenant’s availability taken into consideration;
Liaise with tenants and contractors on repair issues, such as outstanding repairs, inspections, key management and customer satisfaction surveys;
Sign off completed repairs by the trade team and external contractors; Use the text facility to inform and remind tenants and other customers of the
date of repairs; Assist the Repairs Administrator in tasks associated with the repairs service.
4.0 Attend to administrative tasks associated with the Cadder Community Centre
Assist the Community Centre Operative to open the centre and rooms for let holders;
Greet visitors to the community centre and attend to enquires to book the centre for functions, room letting and direct and assist member of the public who wish to use one of our rooms / gym;
Direct let holders to rooms and cover housekeeping and health and safety arrangements for the duration of the let;
Maintain the calendar / booking system for room lettings and services; Maintain gym membership spreadsheet and attend to; induction booking,
membership arrangements, payments, bookings for gym instructor;
Take bookings and payments for services and activities from customers; Undertake administrative tasks such as designing and preparing posters for
Cadder Hills cafe, photocopying etc; Promote and market Cadder Community Centre; Assist the Community Centre Co-ordinator as required.
5.0 Provide clerical and administrative support to the Departments within the Association
Provide applications for housing to prospective applicants and record personal details;
Prepare and/or issue general model letters for tenant related matters e.g. estate management issues;
Undertake general administration tasks as directed by the Asset Manager; Assist in tenant satisfaction surveys for the Customer Services Department’s work
and activities; Responsible for stationary management and ensuring the stationary area is kept
organised and tidy; Process cheques and cash payments in relation to the Association’s services, as
required i.e. rent, rechargeable repairs deposits, factoring, general services; Assist the Finance Officer with general clerical tasks associated with the Finance
service i.e. recording invoices; Assist the Health & Safety Administrator with general clerical and administrative
duties associated with implementation of the Health & Safety Control Manual; Handle small amounts of cash at the counter and issue receipts before
transferring cash collected to the Finance Officer.
6.0 Responsible for general clerical and administrative duties
Assist as required with the preparation and distribution of agendas, reports, minutes and other papers as required;
Co-ordination of income and external mail including recording timeously, Ensure the confidentiality of all material which he/she comes into contact with in
the course of his/her employment; Assist with any hospitality offered to visitors to the Association’s Offices Contribute to reviews of policies and procedures Positively contribute as to the achievement of organisational objectives and
goals. Participate in promotional, marketing and community events relating to the
Association’s work; Co-attend meetings at evenings or weekends, as required in relation to your role
and the Association’s work; Ensure a commitment to their own professional and personal development to
meet the needs of the role and the Association Carry out any other tasks commensurate with your role as directed by the
Customer Services Team Leader, Asset Manager, Director or Management
Committee.
Signed as accepted by……………………………………………………
Full name (printed)…………………………………………………………
Date………………………………………………………………………………..
PERSON SPECIFICATION
Community Centre / Housing Receptionist
Education & Qualifications E DNational 5 qualifications or equivalent National 5 in English and Maths
Experience E DExperience in dealing with the public Working in an office environment Strong IT skills including word, excel and outlook Experience of working with external agencies Experience in repairs and maintenance administration Experience in the housing association and/or community centre environment
Working with housing software preferably the SDM housing.
Skills, Abilities & Personal AttributesCommitted to customer service excellence
Be able to manage and prioritise workload Ability to communicate effectively both verbally and in writing Good interpersonal and team working skills Be able to delegate work appropriately Ability to plan and prioritise workload to meet personal targets and organisational goals
Conscientious Good attention to detail & organisational skills Proficient in I.T, specifically Microsoft office Positive outlook and attitude to work Excellent time keeping and flexible approach Embrace the Association’s values to contribute towards a positive culture:
- Integrity; - Excellent Outcomes; - People Focussed; - Respect
Knowledge E DExperience of Microsoft office, particular word and excel Experience of SDM Housing Software System Experience in administration of Repairs and Maintenance General knowledge of social housing
Other Requirements E DCustomer Focussed Neat and tidy appearance Pleasant friendly manner Motivated in all aspects of the role Able to work on own initiative and be a pro-active team member Commitment to meet key targets and goals associated with role Basic disclosure Awareness of equality issues and commitment to meet the Association’s policy and codes of practice
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. We evolved through two housing stock transfers in 1994 and 1998 from Scottish Homes and now own 640 properties and provide a factoring service to 408 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.
1.3 Cadder has high levels of deprivation where most of the area is within the worst 10% most deprived areas in Scotland based on the Scottish Indices of Multiple Deprivation.
1.4 Cadder has been transformed in recent years through the Community Energy Saving Project (C.E.S.P) in partnership with British Gas. The C.E.S.P delivered significant energy improvements to our tenants’ homes, which include an insulated render system, new double glazing windows, new ‘A’ rated boilers and central heating systems, all at a cost of circa £8million, of which the Association’s contribution was £5.1million. These improvements have made our tenants’ home warm and comfortable, whilst reducing their energy costs.
1.5 The Association’s housing stock is in very good condition and improving through our major repairs programme, which is support by our compliance with Scottish Housing Quality Standard and 97% compliance with the new Energy Efficiency Standards in Social Housing (E.E.S.S.H). The Association aims to achieve EESSH by summer 2018 against a target date of March 2020.
1.6 The Association has an in house Trade & Estate Team to attend to the upkeep and maintenance of the Cadder environment and our properties. In 2013 we extended the Trade & Estates Team to include key trades associated with the repairs service and our aim to commence a programme of new kitchens and bathrooms to all our tenants’ homes. In April 2017 we achieved a major milestone in our major repairs programme, when we
completed our 500th installation. The bathroom and kitchen programme will be completed in March 2019 and 2021-22, respectively.
1.7 The trade team are responsible for repairing empty houses, as well as 80% of the reactive repair works, where other more specialist works are undertaken by external contractor’s e.g. roofing, gas, out of hours, glazing, etc. A major improvement to our empty houses was the installation of new kitchens and bathrooms. We have now put in place the resources to install new kitchen and bathrooms to our tenants’ homes through our D.L.O over the next 4 and 6 years, respectively.
1.8 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 2005 and we have provided more than 500 work and training placements and 60 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’.
1.9 The Association completed the development of a state of the art community facility in May 2016 at a cost of £3.2million. The new Cadder Community Centre provides a facility for local residents’ needs and aspirations for services, activities and events. The Centre has the venue for the Glasgow West of Scotland Forum’s Regeneration conferences in 2016 and 2017, where the quality and community space had been praised by many delegates from housing associations in attendance.
1.10 The Association is continuing its regeneration agenda with a new build housing development, where we will build 50 new homes on the site of the former St Agnes Primary School. McTaggart Construction Ltd are the contractor for this development, which will transform the gateway to Cadder and this land that has lain barren since the school was demolished in 2010.
1.11 The Association has undertaken a Master Plan study, which will inform the regeneration priorities for Cadder in the period 2015-2030. This study highlighted improvements to further regenerate Cadder for existing tenants and future generations new housing and shop units, car parking, recreational amenities, backcourt regeneration improvements and traffic calming measures.
2.0 Post of Community Centre / Housing Receptionist
2.1 The post of Community Centre / Housing Receptionist is a key post in the newly created Customer Services Team, where the successful candidate will be the first point of contact to our tenants and other customers’ enquiries in relation to the housing service or our community centre facility. You should have a strong commitment to providing excellent customer service, have a
pleasant, approachable and helpful manner, and enjoy dealing with the public to succeed in this role.
2.2 The successful candidate should preferably have reception and clerical experience in a housing or community organisation. It would also be preferable if you have a knowledge of repairs administration to assist our Repairs Administrator with clerical tasks in the repairs process.
2.3 You should be educated to National 5 level with preferably qualifications in English and Maths. You should be able to communicate effectively with our tenants and other customers and engage with colleagues and other agencies to attend to their enquiries in an efficient and effective manner. You should have good organisational skills; be proficient in I.T; be able to work on your own initiative or as part of a team; be conscientious; and be flexible in your approach to meet organisational goals and deadlines in your work. .
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 arrangement.
2.4 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.
2.5 The terms and conditions for the Community Centre / Housing Receptionist are as listed:
i. The salary for this post is EVH Grade 4 (£20,821 to £23,544). ii. 40 days leave per annum (15 days are public holidays);iii. Contributory salary pension scheme is currently available ; andiv. Flexi-time working is in place.
3.0 Recruitment Process
3.1 We hope that the information provided to you for the post of Community Centre / Housing 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 [email protected] 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 Kenny Mollins, Director on 0141 945 6701.
3.12 The completed application should be submitted to the Association as follows:a) E-mail to [email protected]; orb) Cadder Housing Association, 20 Fara Street, Glasgow, G23 5AE
4.00 p.m. on Wednesday, 19th August 2020. Interviews to be arranged.
In Confidence
APPLICATION FOR EMPLOYMENT
Post applied for: Receptionist – Community Centre / Housing
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
Candidate No. CHA Use only
EMPLOYMENT HISTORY
Please give details of past and present work. This can be paid work, voluntary work or work from home.
PRESENT OR MOST RECENT EMPLOYMENTName and Address of Employer
Starting Date with present / most recent employer
Present job title and responsibilities
Reason(s) for leaving / wishing to leave
Notice Period Required
Current Salary (per annum)
PREVIOUS EMPLOYMENTName and Address of Employer
Period of Employment
Job title and responsibilities
Candidate No. CHA Use only
Name and Address of Employer
Period of Employment
Job title and responsibilities
Name and Address of Employer
Period of Employment
Job title and responsibilities
Name and Address of Employer
Period of Employment
Job title and responsibilities
CONTINUE ON SEPARATE SHEET IF REQUIRED
QUALIFICATIONS
(Academic and/or Professional) or courses presently being studied.
Subject Grade/Level Date Result Obtained
Dates of Study
OTHER EDUCATION
Training - include any short course you have undertaken, e.g. Night school, First Aid, Company Training courses.
Name of Course Date 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
…………………………………… …………………………………… Telephone Number
Please tick box if you do not wish referees to be approached without prior permission.
ADDITIONAL INFORMATION IN SUPPORT OF YOUR APPLICATION
Please tell us about your experience in landscape and grounds maintenance and giving some examples of where you have made a difference through your work and personal characteristics, which will allow you to succeed in the role as Receptionist – Community Centre & Housing
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
........................................................................................................................………….
NOTE TO ALL APPLICANTS
In 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.
CONFIRMATION OF QUALIFICATIONS
If selected for interview, you will be required to bring with you the original certificate(s) of all qualifications referred to in this application. This extends to member of professional bodies.
DECLARATION
I 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 / Desirable Criteria How You Satisfy the Criterion
Education Qualifications
Experience working in a reception and undertaking clerical work in housing / community organisation.
Experience of dealing with the public
Provision of Excellent Customer(please detail your experience and give examples where you have provided excellent customer service)
Proficient in use of I.T (please detail your experience of Microsoft applications and Housing / Community Software Systems and give examples of work)
Good organisational skills
Good communication skills
Able to work on own initiative or as part of a team;
Completed Application form to be return to:
Private & ConfidentialCorporate Services Officer
Cadder Housing Association, 20 Fara StreetGlasgow, G23 5AE
OrEmail: [email protected]
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 Indeed Association Website
Word of Mouth Job Centre S1 Jobs
Other If Other Please specify
1. Gender
MaleFemaleFemale to Male TransgenderMale to Female Transgender
2. Age
16-2425-3940-4950-5960+
3. What is your ethnicity? How would you describe your household’s ethnic origin
Receptionist Community Centre & Housing
White Scottish Other British
IrishGypsy/TravellerPolishOther, please write in box below
Asian, Asian Scottish, or Asian British
IndianPakistaniBangladeshi
ChineseOther, please write in box below
Black, Black Scottish, Black British
CaribbeanAfricanOther, please write in box below
Mixed Any mixed background, please write in box below
Other Ethnic Background
ArabArab British
Arab ScottishOther, please write in box below
4. Do you have a disability?
Yes No
5. What is your sexual orientation?
Heterosexual/StraightGay Woman/LesbianGay ManBisexualOtherPrefer not to Say
6. What is your religion or belief?
TickChurch of ScotlandOther ChristianRoman CatholicJewishBuddhistMuslimHinduSikhOtherNone
Fair Processing Notice(How we use employee information)
This notice explains what information we collect, when we collect it and how we use this.
During the course of our activities we will process personal data (which may be held on
paper, electronically, or otherwise) about you and we recognise the need to treat it in an
appropriate and lawful manner. The purpose of this notice is to make you aware of how we
will handle your information.
1. Cadder Housing Association (“we” or “us”) is committed to a policy of protecting the
rights of individuals with respect to the processing of their personal data and adhere to
guidelines published in the [Data Protection Act of 2018] and the General Data
Protection Regulation (EU) 2016/679 (GDPR), together with any domestic laws
subsequently enacted. We collect and use personal data for a variety of reasons.
We are registered as a Data Controller with the Office of the Information Commissioner
(ICO) under registration number Z8361444 and we are the data controller of any personal
data that you provide to us.
Our Data Protection Officer is David Mills from RGDP who can be contacted at
Any questions relating to this notice and our privacy practices should be sent to
2. We collect the following information from you directly
(a) Name
(b) Date of Birth
(c) Address
(d) Telephone Number
(e) E-mail address
(f) National Insurance number
(g) Personal characteristics such as gender and ethnic group
(h) Qualifications
(i) Attendance & Absence information
(j) Bank Details
(k) Emergency Contact Information
(l) Copies of passports, driving licenses, birth certificates etc.
(m) Applications and CVs for Employment
(n) Pension Application forms
(o) Disclosure and PVG Certificates
We collect and use the above information and personal data for:
a. Administration of contracts of employment
b. Payment of salaries
c. Recruitment and selection
d. Pensions and associated benefits, appraisal, training and development
e. Membership of professional bodies
f. Proof of identity for Inland Revenue (Real Time Information)
3. We may disclose and share information about you with third parties for the purposes set
out in this notice, or for purposes approved by you, including the following:
To process your monthly salary payments;
To allow your pension provider to process pensions information and handle your
pension
To allow your electronic payslips to be produced and issued to you
Reporting information to the Scottish Housing Regulator as part of the Annual
Return on the Charter (ethnic group and disability)
4. When you give us information we take steps to make sure that your personal
information is kept secure and safe.
Personal information is stored on the Association IT server, HR Database and Payroll
Software with restricted access.
5. We review our data retention periods regularly and will only hold your personal data for
as long as is necessary for the relevant activity, or as required by law (we may be legally
required to hold some types of information), or as set out in any relevant contract we
have with you.
Data retention guidelines on the information we hold is provided in our Privacy policy.
6. You have the right at any time to:
Ask for a copy of the information about you held by us in our records;
Require us to correct any inaccuracies in your information
Request that we restrict your data processing
Data portability
Rights related to automated decision making including profiling
Make a request to use to delete what personal data of you we hold; and
Object to receiving any marketing communications from us.
These rights are qualified and are not absolute.
7. If you would like to find out more about how we use your personal data or want to see a
copy of information about you that we hold or wish to exercise any of your above rights,
please contact: DPO at [email protected]
If you have any complaints about the way your data is processed or handled by us,
please contact : DPO at [email protected]
If you remain unsatisfied after your complaint has been processed by us, you also have
the right to complaint to the Information Commissioner’s Office in relation to our use of
your information. The Information Commissioner’s contact details are noted below;
The Information Commissioners Officer – Scotland
45 Melville Street, Edinburgh, EH3 7HL
Tel: 0303 123 1115
Email; [email protected]
The accuracy of your information is important to us – please help us keep our records
updated by informing us of any changes to your personal and contact details.
