September 2014

Dear Applicant

Complaints Manager (maternity cover)

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: 10th October 2014

Interviews & Testing: W/C 13th October 2014

Yours sincerely

Rachel Martinez
Senior HR Administrator
Contents

Page

About Kensington & Chelsea TMO 3

Job description and person specification 4-10

Structure charts 11

Terms and conditions 12

Press advertisement 13

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 Complaints Manager

Directorate /
Department People & Performance / Policy & Improvement

Reports to Director of People and Performance

Job Purpose Responsible for ensuring that the TMO has a robust and customer
focussed complaints procedure in place and for managing the complaints
process effectively to ensure that all enquiries (which may lead to
complaints) and complaints are appropriately recorded, co-ordinated,
quality checked and monitored in line with our service standards.

Provide advice and support to managers and staff on an on-going basis,

and through training where appropriate, on the effective handling of
complaints about our services to ensure that performance and quality
standards are met, and assist in increasing customer satisfaction through
the handling of, and learning from complaints, using this information to
support managers in the improvement of service delivery.

Salary 29,200 39,500 pa

Hours 36 hours per week (Monday- Friday)

Location The Network Hub 292 Kensal Road London W10 5BE

Responsibilities 1. Motivate, lead and develop the Complaint Team to ensure that they
provide a responsive and high performing service to managers to
support the prompt and appropriate resolution of complaints and
enquires are done in a timely and professional way.

2. Support the Complaints Team in taking appropriate action to ensure the

complaints policy and procedure is adhered to and that is doing so, the
best use is made of our electronic data record management system.

3. Manage the recording, acknowledgement and co-ordination of

complaints and enquiries received by the TMO, providing instruction
and support on the effective handling of complaints, including remedial
action and compensation as necessary.

4. Support the resolution of complaint by contributing to the investigation

 as appropriate, including interviewing complainants, members of staff
and contractors as necessary.

5. Take full responsibility for ensuring the effective management of all

stages of the complaints process and Ombudsman cases, and
mediation where cases escalate to that stage.

6. To assist staff at all levels as required to understand the basis for the
complaint, findings relevant to the complaint, and to make appropriate
recommendations for satisfactory resolution of complaints, including
organising complaint case conferences and follow-up on agreed
actions.

7. To take the lead on ensuring that multi faced complaints are responded
to appropriately and all aspects of the complaint are responded to.

8. To ensure Councillors and MPs are aware of the complaints procedure

and to clearly communicate the complaints procedure and policy to all
relevant stakeholders.

9. To provide advice and access to the complaints procedure for all

tenants and leaseholders and to ensure that ongoing improvement to
the complaints process reflects stakeholder feedback as well as good
practice.

10. To quality assure all complaints before they are sent to complainants,
providing feedback to managers where necessary to ensure that
responses meet our corporate communication standards.

11. To provide regular complaints and enquiries performance monitoring

data for reporting to SMT, ET Operations Committee and the Board.

12. To provide an annual report for Operations Committee and Board and
to provide other reports as requested on complaint trends and
improvement initiatives.

13. To ensure that the weekly outstanding list is circulated to all relevant
stakeholders and that where turnaround targets are at risk, that these
cases are proactively managed.

14. To seek satisfaction feedback from complainants, and to identify

developments in the management of complaints through benchmarking
groups, using this information to support he continued improvement of
the complaints procedure and the complaints handling service.

15. Ensure the complaints team has sufficient staff cover at all times and
provide cover in the absence of the CEOs Executive Assistant, where
necessary.

16. To carry out any other duties instructed by the Director of People and
Organisational Development that may be seen as necessary to the post
and commensurate with the post grade.
Person Specification

Job Title: Complaints Manager

Directorate / Department: People & Performance / Policy & Improvement

Criteria Essential Desirable How

identified*

Experience and Previous significant

Knowledge experience of complaint
handling.

Experience of supervising
staff.

Previous experience of
working within an office
environment, preferably
within the social housing
sector or a local authority.

Knowledge of good practice

in complains handling, and
the regulatory framework
related to social housing
complaints.

Skills and Personal Excellent verbal and written

Qualities communication skills.

Ability to write clear and

concise policies, letters and
presentations and to
respond to challenging
correspondence.

Ability to influence and

negotiate effectively to meet
desired outcomes.

Ability to complete tasks and

advise on resolving complex
issues.

Ability to prioritise workload

and meet set deadlines.
Ability to encourage and
motivate staff to achieve the
desired outcomes.
 Ability to be flexible and
adapt to change.

Ability to deal with diverse

matters, work well under
pressure and cope in
challenging environments.

Ability to use IT to record

and report on complaints

The KCTMO Way Self belief - the confidence

Organisational Behaviours that you will 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.
Listens to others seeks
to listen first and question to
gain clarity before acting.
Plans and organises work
plans effectively so
exceeds targets and is self-
organised.
Shows integrity integrity
is acting with honesty,
openness and clarity, doing
the right thing for the right
reason, shows political
awareness.
Learns from mistakes
seeks to learn from actions,
using feedback to improve
and shares learning with
others.
Drives for results and
commitments shows a
strong commitment to
making service
improvements and a
 determination to achieve
positive service outcomes
for customers.
Problem solves drives
for outcomes rather than
focussing on problems,
proactive to resolve issues
and avoids escalation.
Shows team working focus
shows commitment to
working with others and
across teams to achieve
results together, respecting
and valuing each other.
Shows customer focus
driven to provide excellence
in service and seeks to meet
the needs of customers,
seeks to engage residents
and involve them.

* - 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.

Complaints Manager (maternity cover)

9 months (minimum) fixed term contract
Salary 29,200 - 39,500 per annum plus PRP
Location: The Network Hub

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.

This is an ideal opportunity for a self-starting person who will take the lead in
implementing our complaints procedure and processes. You will manage a team of
two complaints officers and report to the Policy & Improvement Manager within the
People & Performance directorate.

As the successful applicant, you will work in partnership with managers across the
organisation to ensure that complaints are answered fairly, fully and within target. In
addition, you will deliver regular reports to management teams, committees and the
Board including an annual report. You will also be responsible for training and
advising new staff on the complaints procedure and other staff as necessary. The
TMO believes that we can use complaints to improve our service and drive-up
customer satisfaction and you will be instrumental in driving this initiative forward.

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

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

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

Closing date: 10th October 2014

Interviews & Testing: W/C 13th October 2014

The TMO is an equal opportunities employer

No Agencies Please

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