Job description
business Manager - Business Improvement & Customer Focus
Directorate / Business Management / Post Number
Team / Business Improvement and Customer Focus / Grade
Job Purpose / To ensure STH is a customer driven organisation that offers excellent customer service and value for money.
Develop and Deliver robust arrangements, monitoring and evaluation mechanisms for the delivery of effective governance, business planning and performance management across the business.
Work in partnership to support and ensure delivery of continuous improvement across all business areas.
Special Requirements / Attendance at meetings outside normal office hours to suit the business operation
Responsible to / Chief Executive
Responsible for / Business Improvement and Customer Focus Team
Main Duties and Responsibilities
  1. Providing effective leadership, support, motivation and management to the Business Improvement and Customer Focus Team, ensuring they achieve excellent performance results for the Business and its Customers and individuals are developed through systems such as Investors in People
  1. To operate as a member of the Company’s Business Management Team, including acting as link between Executive & Business Managers.
  1. Providing an excellent, customer focussed and cost effective frontline customer service for handling first line customer enquiries
  1. Ensuring robust governance arrangements are in place, including undertaking all Company Secretary responsibilities on behalf of STH.
  1. Providing comprehensive, professional reports, advice and support to Six Town Housing Board, Sub Committee and Executive Teamas required
  1. Ensuring effective arrangements are in place across the business for tenant participation, regulation,consultation and communication, including effective feedback mechanisms that enable us to demonstrate the changes we have made.
  1. Ensure an effective performance management system is in place including the production of timely and informative reports for a variety of audiences.
  1. Ensure that the Company’s ICT systems support the delivery of effective and efficient services and that new technologies are embraced.
  1. Manage the development, implementation and appraisal of the business planning process in consultation with the Executive and Business Management Teams.
  1. Develop and deliver an efficient and effective complaints process that informs service improvements
  1. Ensure the development of an up-to-date customer data and information gathering systems and ensure the effective use of this information to shape services to meet changing and divers customer needs
  1. Ensure that effective arrangements are in place to meet our duties in relation to Equality and Diversity.
  1. Acting as Lead Advisor and Data Controller on data protection and freedom of information matters.
  1. Co-ordinate, interpretand disseminating summary analysis from emerging guidance, legislation, consultations and best practice for the organisation and co-ordinate Company responses to consultations, reviews and requests for information.
  1. Ensure that robust controls assurance mechanisms are in place across the business and are being adhered to including internal and external audit and that effective risk management arrangements are in place, including business continuity.
  2. Fostering a culture of change and continual improvement within the Business Improvement and Customer Focus Team, ensuring the service continues to meet the needs of the business.
  1. Operate as an effective member of the Company’s Business Management Team
  2. Promote the Company’s Vision and Values
  3. Informing and delivering the Company’s Business Priorities and Values, creating effective business plans from the strategic direction given by the Executive and Board
  4. Managing the delivery of Excellent, Improving and Cost Effective Services in the business area
  5. Effectively managing the budget for your business area, including allocating areas of expenditure to others
  6. Ensuring compliance with legislative requirements and company policies and procedures including managing and monitoring operational risks for your business area and ensuring effective controls are in place through robust procedures
  7. Acting as an Ambassador for the Company and creating and maintaining appropriate networks and partnerships internally and externally to the business
  8. Ensuring the effective management of Health and Safety for staff in the Business area.
  1. Acting in the Best Interest of the Company at all Times
The post holder will be required to carry out any other duties of a similar calibre that are commensurate with the role
Company Values
All employees of Six Town Housing are required to adhere to and actively promote our company values in the way in which we work with each other, our customers and partners
In it together /
  • together in partnerships
  • working together to make a difference

New ways /
  • of thinking
  • of working

Self aware /
  • and improving
  • taking responsibility

Proud /
  • to work for Six Town Housing
  • of what I do

I can /
  • do better than I ever imagined
  • make things happen

Respect /
  • each other
  • differences

Excellence /
  • in everything

Date Created/Amended / 8 December 2011
Post holder / Signed: / Dated:
Manager / Signed: / Dated:
person specification
business Manager - Business Improvement & Customer Focus
Directorate / Business Management / Post Number
Team / Business Improvement and Customer Focus / Grade
Criteria
Qualification / Essential/Desirable / Method of Assessment
  1. Appropriate management qualification e.g. ILM level 5, or significant relevant experience.
  1. Business Information qualification
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D / Application Form / Certificate
Application Form / Certificate
Knowledge and Experience
  1. Knowledge of the regulatory and government environment relating to social housing and understanding of the key strategies affecting its provision and operation
  2. In depth knowledge of customer led service standards and their development, including proven experience of leading on customer reviews and implementing reforms for continuous service improvement
  3. In depth knowledge of customer engagement and participation methodologies and demonstrable experience of their development, implementation and evaluation to improve service delivery
  4. Experience of using and evaluating ICT and management systems to report on and implement performance improvements.
  1. Experience of implementing change and improvements through review of ICT systems and processes
  2. Experience of leading a business team, demonstrating knowledge and awareness of effective leadership and management techniques to deliver results, promoting and fostering a culture that meets the needs of and engages with customers and staff within a safe, open and high performing working environment
  3. Knowledge of Governance, Company Secretarial , Risk, Business Continuity, Data Protection, Freedom of Information, Equality & Diversity legislation, regulations and best practice to inform policy development and advise EMT, Business Managers and Board
  1. Knowledge of performance and quality management systems
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Application Form / Interview / Test
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Skills and Abilities
  1. Ability to work in a stand alone role with no professional supervision, leading on all Business Improvement, Governance and Customer Focus matters
  2. Excellent project management skills, demonstrating an ability to lead and deliver projects effectively
  3. Ability to prioritise and manage a varied case load, and work to deadlines.
  4. Excellent I.T. and data analysis skills, including the use of internal systems and Microsoft packages
  5. Effective presentation skills, demonstrating an ability to communicate clearly and influence decision makers
  6. Ability to work effectively with partner agencies and Council, representing STH at a senior level, and ensuring the organisation maintains its reputation for excellence
  7. Ability to manage an interpret budgets to secure value for money
  8. Excellent change management and organisational development skills
  9. Ability to see the bigger corporate picture and generate and implement ideas
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Other
  1. Willing to work flexibly including regular attendance at evening meetings
/ E / Interview

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