WANDLE HOUSING ASSOCIATION JOB DESCRIPTION
Title: Policy & Performance Officer
Reporting to: Policy & Service Improvement Manager
To support the Policy & Service Improvement Manager in the effective and
efficient delivery of a performance information and policy service across the
organisation which will assist Wandle in achieving continuous improvements in
its service to residents.
2. To develop, implement and maintain efficient
systems for the Policy and Service Improvement team, enabling the effective and
proactive delivery of excellent services.
3. To work in a cohesive and
co-ordinated manner within the Policy and Service Improvement team to ensure
standards of service are maintained and excellent service delivered.
Principal Accountabilities and Key Deliverables
& Service Improvement
1.1 Conduct benchmarking with suitable
comparators and research best practice standards for Wandle, enabling the
effective analysis of performance management standards of the Association.
1.2 To assist the Head of Policy and Service Improvement in coordinating the
production of management information designed to assist the organisation achieve
its objectives and improve performance. This will include KPIs and benchmarking.
1.3 In the absence of the Complaints coordinator manage complaints handling
in the organisation including monitoring standards and learning outcomes and
reviewing processes for their effectiveness.
1.4 Lead on agreed priority
projects across the Association as determined by the Policy and Service
Improvement Manager ensuring that such projects are managed, completed and
reported on in an efficient and effective manner.
1.5 Ensure all
regulatory/legal and other returns and information requests from stakeholders
are provided, ensuring that such information is presented in a highly
professional format and in line with required timescales.
1.6 Provide a
proactive service for the provision of performance and service improvement data,
ensuring high levels of appropriate communication to include reports,
newsletters and other materials, together with regular information concerning
progress in service improvement and other projects.
1.7 Ensure there is
effective resident, staff and other stakeholder involvement in the development
of all projects as required and that an audit trail of the changes to strategies
and policies resulting from consultation and involvement is maintained and
1.8 Conduct regular customer survey as required by Wandle
and analyse and report back on findings
2. Systems and Administration
2.1 Develop, implement and maintain efficient systems utilising
suitable IT applications that enable effective and efficient standards of
service, knowledge and performance and that results in innovatively presented
data, reports and other information.
2.2 Provide a proactive information and
research service for the team to develop an effective knowledge base ensuring
information, documentation and other material produced for the Association is
based on best practice, modern thinking and customer focused standards.
Support the Head of Policy and Service Improvement by establishing and
maintaining a complete and efficient administrative service ensuring
correspondence, telephone queries, requests and other matters are addressed in a
timely and appropriately manner.
2.4 Carry out other administrative tasks as
required by the team ensuring an efficient, polite and effective service is
provided at all times.
3. General 3.1 Be fully committed to the overall
objectives of the Association and actively review performance and contribute to
target setting, promoting the best interests of the Association at all times.
3.2 Ensure all services are provided and delivered with due regard to the
Association's Policies, Procedures and Working Agreement, and in accordance with
Health and Safety and other legislation.
3.3 Keep up to date on wider
housing and business improvement issues and disseminate to colleagues. Develop
schemes and new opportunities to improve and increase the services for both
existing and new residents.
3.4 Fully implement, use and promote new
technology in your work and ensure accurate records are kept.
3.5 Attend at
any of the Association's offices as may be required.
3.6 Undertake other
duties associated with your post as directed by the Head of Policy and Service
4. Equal Opportunities
4.1 Actively promote the
Association's Equal Opportunities and Diversity Policies in all aspects of
duties relating to staff, residents, contractors/consultants and external
and managing. Experience of developing and implementing policies and
procedures. Experience of interpreting policy. Experience of undertaking
research. Experience of writing reports. Experience of liaising and
communicating with senior staff. Experience of meeting deadlines and working
under pressure. Experience of developing and maintaining effective recording and
monitoring systems. Experience of Housing Association regulations. Experience of
collating and analysing performance information across a business and presenting
it in an innovative manner.
Knowledge and Skills:
management and analytical skills. High attention to detail and accuracy.
Excellent oral and written communication skills with the ability to write
reports, policies and procedures. Excellent organisational skills. Ability to
organise office systems effectively. Highly computer literate with the ability
to use IT in performance monitoring, including the use of spreadsheets and
graphs. Self confident with the ability to work under pressure and meet
deadlines. Ability to prioritise and organise workload with minimum supervision.
Ability to work effectively with staff at all levels and develop relationships.
Ability to analyse policy documents and translate them into clear English
Team working and highly customer focussed and
diplomatic approach. Implementing the Association's Equality and Diversity
policy. Able to be flexible in approach to hours worked and to attend
evening meetings when required. Takes responsibility for own training and
development. Committed to social housing objectives and those of the
Association's Working Agreement. Strives to deliver excellent performance and
continually reviews to ensure delivery of the same is achieved. Conscientious
and efficient with the drive and motivation to deliver continually high levels
Good standard of education to degree
level and/or relevant experience.
Ability to attend
occasional evening meetings.