September 2014

Dear Applicant

Neighbourhood Management Team Leader (South)

Thank you for your interest in the above role. Enclosed is the information you will
need to assist you in completing your application. To apply for this role you must
submit your current CV along with a supporting statement no longer than 2 sides of
A4. It would also be helpful if you would complete the equal opportunities monitoring
form. It is not mandatory to complete this, and the information is requested purely for
equal opportunities monitoring purposes, in line with our commitment to equality and
diversity.

Applications should be emailed to jobs@kctmo.org.uk or posted to the HR Team,

Kensington & Chelsea TMO, The Hub, 292a Kensal Road London W10 5BE. We
would suggest that you email your applications to us wherever possible, to avoid
delays.

If you have any queries, please contact the HR team on 020 8964 6088 or via
jobs@kctmo.org.uk

We look forward to hearing from you.

Closing date: Wednesday 8th October 2014

Interviews & Testing: Wednesday 15th October 2014

Yours sincerely

Rachel Martinez
Senior HR Administrator
Contents

Page

About Kensington & Chelsea TMO 3

Job description and person specification 4-9

Structure charts 10

Terms and conditions 11

Press advertisement 12

Further information about the KCTMO can be found at www.kctmo.org.uk.

About Kensington & Chelsea TMO

The TMO was formed in 1996 when the Royal Borough's tenants and leaseholders
voted to take over the management and improvement of their own homes. We were
the first borough-wide tenant management organisation in the UK and the only
tenant led ALMO - a not for profit company providing landlord services to almost
10,000 homes in Kensington and Chelsea.

We employ about 200 staff in offices situated around the Borough and were awarded
three stars excellent prospects by the Audit Commission in 2006.

Over the last few years the TMO has undergone change in relation to its Constitution
and Board, and more recently, in relation to the Executive Team. A new Chief
Executive, Robert Black, joined the TMO in May 2009. Robert is committed to
developing and continuously improving the TMO, in partnership with the TMO Board,
residents, staff, the Royal Borough of Kensington and Chelsea (RBKC) and a range
of external stakeholders to ensure that the TMO makes a real difference by providing
excellent services and value for money.

This is an exciting time to join the TMO and to help shape the organisation in its aim
to become the best social housing landlord in London.

Further information on the TMO can be found at www.kctmo.org.uk

Job Description

Job Title Neighbourhood Management Team Leader (South)

Directorate/ Operations Directorate

Department

Reports to Head of Neighbourhood Management (South)

Job Purpose To provide an excellent customer focused service for all TMO residents
ensuring that:

Housing estates and properties are well managed and the environment is
well maintained, and work proactively and closely with residents and other
agencies to address environmental and neighbourhood issues ensuring
tenancies are sustained.

To develop local knowledge of the communities and neighbourhoods in

which the TMO operates and establish partnerships to meet the needs of
residents and the community

To proactively liaise with customers to ascertain their views on services

and to put forward suggestions for the TMO to respond to those views

To identify, manage and resolve all instances of nuisance, harassment and

anti-social behaviour.

Salary 26,700 - 36,100

Hours 36 hours per week (Monday Friday)

Location Blantyre Office SW10

Responsibilities 1. To deputise for the Head of Neighbourhood Management (South) in

his or her absence, including co-ordinating team office cover providing
cover at our Hostels Services and annual leave arrangements, and
providing practical training and guidance to Neighbourhood Officers
where appropriate.

2. Contribute to the delivery of the Neighbourhood Management Service

Plan ensuring that it is delivered on time.
3. In the absence of the Head of Neighbourhood Management (South) to
be the lead contact for the Area, which may include attendance at Area
Review Board meetings, estate walkabouts with Board members and
Councillors, and coordinating and organising responses to
emergencies.

4. To work with local Residents Associations on developing local

management arrangements within the TMOs framework, this may
include specifying local resident compacts or management
agreements with active associations.

5. To develop local knowledge of the communities and neighbourhoods

in which the TMO operates.

6. Through close and regular contact with tenants, identify and assist
vulnerable tenants, referring them on to Tenancy Support Service or
other relevant agencies and monitoring these services to enable the
tenant to sustain their tenancy.

7. Respond promptly and sensitively to all reports of nuisance,

harassment, domestic violence anti-social behaviour in line with the
TMO Anti Social behaviour procedures and current best practice,
including practical assistance and support for victims.

8. Pursue cases through the legal process, including attending court.

9. Assist tenants in completing transfer applications. Writing transfer

reports with a clear assessment of the circumstances and
recommendation.

10. Verify tenancies in accordance with the sub-letting targets.

11. Contribute as necessary to regular reviews of estate services and

service charges.

12. Work closely with the local estate service and monitor the relevant
contracts to ensure the delivery of local estate services meets the
highest possible standards for safety, security, cleanliness and
appearance.

13. To be proactive and work in partnership with the Resident Involvement

Team, and other agencies, to develop and promote resident
participation, consultation and community development with the aim of
meeting the needs of tenants and the community.

14. Draw up effective liaison and partnership arrangements with other

external agencies such as other RSLs, the police, local authorities and
voluntary agencies.
15. Work closely with tenant groups to identify areas of community and
environmental concern and work with tenants, the Councils Housing
Regeneration department and other appropriate agencies to identify
solutions that involve tenants.

16. Arrange, attend and play a lead role (including Chairing if necessary)
at residents meetings including occasional evenings.

17. To work in partnership with the Rent Income team where joint working
is required, being flexible over tasks and responsibilities to ensure the
best customer service to tenants.

18. To ensure excellent services are provided to residents, through close

liaison with the Customer Services Centre (CSC), Technical Services
and other internal departments

19. To work with Technical services to maximize access to tenants for gas
servicing appointments.

20. Participate in regular estate inspections as required. Liaise closely with

the Contracts Manager over cleaning and gardening contracts to
ensure estates and blocks are maintained to high standards and take
appropriate action against residents who park illegally, drop litter,
vandalise property, graffiti or dump bulk refuse.

21. A flexible approach to working hours will be required in order to meet

the needs of residents. This will involve some evening work.

22. To contribute to the development of the TMOs strategies and policies

through positive participation in working groups and other corporate
activities

23. Any other duties, as required by the TMOs Head of Service.

Person Specification

Job Title: Neighbourhood Management Team Leader (South)

Department: Neighbourhood Management

Criteria Essential How identified

Relevant Housing qualification Application

Experience & Knowledge
Knowledge of social housing & Application/Interview
neighbourhood management issues.

Understanding of best practice in & Application/Interview

management of nuisance, harassment
& anti-social behaviour

Understanding of landlord and tenant Application/Interview

relationships and responsibilities

Demonstrable substantial experience

of working in social housing Application/Interview
management

Successful working with other Application/Interview

agencies
 Ability to keep accurate records and Application/Test
Skills and Personal Qualities
draft memo/letters and reports to a
good standard.

Able to form and maintain good Application/Interview

working relationships at all levels
internally & externally

Ability to manage, organise and Application/Interview

prioritise your own workload and that
of the staff that you manage.

Effective time management skills to Application/Interview

ensure targets and deadlines are met

Excellent customer care skills Application/Interview

Ability to compile cases in preparation Application/Test/Interview

for court and to present and represent
the TMO in court

Self belief - the confidence that you will Application/Interview

Other
succeed, will overcome obstacles to
achieve the best outcomes for service
improvement.

Self Awareness - knowing your own

strengths and limitations and
understanding your emotions and the
impact of your behaviour on others in
diverse situations and being able to
manage your own emotions and be
resilient in a range of situations.

Drive for improvement - motivated to

improve performance and to make a
difference to customers.

Personal Integrity - a strongly held

sense of commitment to openness,
accountability, inclusiveness and high
standards and values.

Future planning - being prepared to take

action now to shape and implement a
vision for the future development of the
service.

Creativity and flexibility - creatively

 leading and developing services, cutting
through complexity.

Political astuteness - commitment and

ability to understand diverse interests
and the dynamics between them.

Drive for results - a strong commitment

to making service improvements and a
determination to achieve positive
service outcomes for users.

Leading change through people -

communicating the vision and engaging
others to work together to achieve a real
change.

Holding to account - strength of resolve

to hold others to account for agreed
targets and to be held account for
delivering a high level of service.

Empowers and works collaboratively -

facilitating others contributions, share
leadership and developing others
capability, being committed to working
with others to achieve results.

Influencing - being able to adopt a

number of ways to gain support and
influence.

* - Key

A = Supporting Statement
I = Interview
T = Test
Organisation Structure

Chief Executive

Executive Director Executive Office Executive Director Executive Director

of People and Manager of Operations of Financial
Company Secretary
Performance Services and ICT

Health, Safety and

Director of Assets Head of Supported Director of Housing
Performance Facilities Manager
Manager and Regeneration Housing

Team Leader Head of Assistant Director of

Project Manager Head of Capital Supported Housing Neighbourhood Financial Services
Investment Management North

Assistant Director of Head of Investment Head of ICT

Head of
HR Strategy
Neighbourhood
Management South
Head of
Assistant Director of
Communications
Head of Contract Head of Customer Home Ownership
Management Servicess
Resident
Engagement
Manager Environmental
Services Manager

Principal Project
Accountant

Policy and
Improvement
Manager
Terms and Conditions

Salary

You will be paid monthly - on the 15th of the month - and your pay is to be credited to
your bank or building society.

Hours

A 36 hour week is worked, Monday Friday, but you will be expected to work the hours
necessary to discharge the duties of the position.

Annual leave

Your annual leave is dependent upon your conditions of service and length of
continuous service. The annual leave for this position is 28 days per annum and 30
days after 5 years service.

Probation

All employees have a standard probationary period of six months.

Season Ticket Loan

Interest-free season ticket loans are offered from six months service, which are paid
back in monthly instalments through the payroll.

Pension Scheme

The TMO is an admitted member of the Local Government Pension Care Scheme. The
scheme provides for an employee contribution of either 5.5% on annual salaries
up to 13,500, 5.8% on annual salaries from 13,501 - 21,000, 6.5% on annual
salaries from 21,001 - 34,000 or 6.8% on annual salaries from 34,001 - 43,000.
An additional contribution is payable by the employer.

Other benefits

Access to a health scheme, modern working environment and a range of learning and
development activities.
Advertisement
Kensington and Chelsea TMO is the first borough-wide housing organisation to give
residents a say in the management of their homes. With nearly 10,000 properties,
and a clear commitment to improving our services, we are looking for talented
people who share our vision for the future.

Neighbourhood Management Team Leader (South)

London
Salary range: 26,700 - 36,100 plus PRP

We are looking for a proactive, customer focussed Team Leader to manage a team
of Neighbourhood Officers, ensuring the delivery of excellent neighbourhood
services to residents and stakeholders in the borough. In this role, you will manage
a patch of properties, build strong relationships with resident and other agencies to
ensure that we respond to the needs of our customers and deputise for the Head of
Neighbourhood Management (South) when necessary You will also be responsible
for managing and resolving all instances of anti social and tenancy related matters.

With experience of working in social housing management and knowledge of

neighbourhood management issues, you will have a good understanding of landlord
and tenant relationships and responsibilities. You will have excellent interpersonal
skills and customer care skills and be able to develop diverse and effective
relationships at all levels. You will have good organisational skills with the ability to
manage and prioritise your own workload and that of the staff that you manage to
ensure deadlines and targets are met. Additionally, you will be able to compile cases
in preparation for court and to present and represent the TMO in court.

In return we offer excellent training opportunities, membership of the local

government pension scheme and season ticket loan (after a qualifying period).

For an information pack please log on to our website www.kctmo.org.uk and click on
jobs.

Closing date: Wednesday 8th October 2014

Interviews & Testing: Wednesday 15th October 2014

The TMO is an equal opportunities employer

No Agencies Please

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