Recruitment pack for Director of Operations

Director of Operations
April 2015
Olympic Office Centre, 8 Fulton Road HA9 0NU
Telephone 020 8830 6777 Fax 020 8450 9777
[email protected]
April 2015
Dear Applicant
Black Country Housing Group - Director of Operations
Thank you for your interest in this position. Enclosed is the information you will require to
assist you in completing your application.
To apply please can you:
Provide an up-to-date CV which shows your full career history with any breaks
explained – we recommend that this is no longer than three pages;
Write a supporting statement detailing how you are a great candidate for this post and
how you fulfil the person specification – we recommend that this is no longer than
three pages;
Complete the declaration form; and
Indicate in the declaration form if you cannot attend any of the interview dates.
Please note that applications can only be considered if all the documentation is
However, it is not mandatory to complete the equalities section within the declaration form.
The information requested is for monitoring purposes in line with our commitment to
equality and diversity, and will not affect the outcome of your application.
Once complete, please send your application, preferably in MS Word format, by email to
[email protected] or by post to:
Campbell Tickell Recruitment, Olympic Office Centre, 8 Fulton Road, Wembley, HA9 0NU.
Due to postal unreliability we recommend you e-mail your application to us wherever
possible to avoid missing the deadline.
Campbell Tickell Ltd
Incorporated in Cardiff (England & Wales)
Registered office 14 Accommodation Road, London NW11 8EP
Registration number 4713939
VAT number 743 6943 08
Black Country Housing Group
Director of Operations
Applications must be received by Tuesday 26th May at 12 noon.
It is your responsibility to ensure that we have received your application. If you do not
receive confirmation of receipt of your application from us within 24 hours of sending,
please call 020 3434 0990 to ensure it has arrived. You should also ensure that you use a
secure email address from which to send your application, as our system will filter out
emails if it believes them to have been sent from unsecured sites that are often used to
send spam emails. In order to avoid last-minute IT issues, we also ask that you allow
yourself ample time to submit your application in advance of the deadline.
Details of the selection process can be found on page 14.
Please do contact me on 020 3434 0990 if you would like an informal discussion about the
role or if you have any questions.
I look forward to hearing from you.
Kind regards
Gera Patel
April 2015
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Black Country Housing Group
Director of Operations
Welcome letter
About Black Country Housing Group
Job description and person specification
Our executive team
Our structure
Principal terms and conditions
Key dates and the selection process
Media advertisement
The following can also be downloaded from
BCHG annual accounts and report 2013/14
To find out more please visit the Black Country Housing Group website:
April 2015
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Black Country Housing Group
Director of Operations
Welcome letter
I am very pleased that you are considering this opportunity to be our new Director of
Operations. This is an exciting opening for an individual who wants to broaden their
experience and make an impact in a key leadership role within our organisation.
Black Country Housing Group is a social business investing in people and communities. Our
roots stem from our housing operations and we continue to build new homes every year,
yet we are known for the diversity of our activities. Last year we set a new three-year
strategic plan with ambitious targets for growth and transforming our services, and this
leadership role is central to our further success.
As Director of Operations you will ensure our housing and maintenance services are
modernised, fit for a digital age and provide a great customer experience. You will also
expand and bring a commercial focus to Homeforce, our home improvement agency. The
team already deliver a broad range of repairs, adaptations, home improvements and green
measures to all tenures and we plan to grow this operation further. The role also oversees
delivery of more affordable homes, together with development of our residential care
You will be joining a high performing and supportive executive team and will be leading an
enthusiastic operations and development team who really care about service quality. While
experience is important, what matters most is your ability to buy into our vision and
demonstrate a close alignment with our values: integrity, positivity, respect and quality. You
will inspire your colleagues as we work towards our ambitious goals and will be seen as an
effective champion for the changes we need to make to get there.
If you are ready for this challenge, I very much look forward to receiving your application.
Yours faithfully
Amanda Tomlinson
Chief Executive
April 2015
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Black Country Housing Group
Director of Operations
About Black Country Housing Group
BCHG owns and manages 2,000 homes including general needs properties, shared
ownership homes, sheltered schemes for older residents and supported living schemes and
homes for younger people. We started many years ago to look beyond housing provision by
providing a diverse range of services aligned to our core housing offer. Today, we provide
these services to over 13,000 customers across the Black Country and Birmingham and
deliver: residential and domiciliary care; employment services; repairs and home
improvements; and environmental sustainability - amongst other activities.
Our vision is to be a social business investing in people and communities, making an impact
upon the lives of local residents in our neighbourhoods. To achieve this our strategic plan
for 2014-2017 sets out 3 key objectives:
Delivering excellence;
Growing our social business; and
Challenge the status quo.
We have achieved a reputation for excellence and innovation over the past 40 years, and
want to build upon this and extend the impact we have even further. Some of the areas that
will help us achieve this are set out below:
Ambitious targets for growth of our business, both in terms of assets and services to
customers, making sure that we push the boundaries of excellence in service delivery to
our customers.
V1 and G1 ratings from the Homes and Communities Agency, financially sound with a
well-resourced business plan to ensure further development.
Continued transformation of the business, challenging the status quo through Project Q
which has successfully embedded value for money across our organisation.
Being a Sunday Times Top 100 employer (not for profit organisation 2014); securing an
Investors in People Gold accreditation; and achieving the Investors in Diversity
High customer satisfaction ratings and strong performance despite the challenges of
welfare reform and local authority funding cuts.
Colleagues that reflect the diverse population where we operate and our commitment
to celebrate and champion the vibrancy that brings.
Delivery of excellent care domiciliary and residential care services, in addition to
providing homes for people with learning disabilities and younger people
April 2015
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Black Country Housing Group
Director of Operations
An in-house home improvement agency (Homeforce) that delivers trusted and quality
repairs, home improvements and adaptations to homeowners and tenants.
Supporting the creation of a number of social enterprises to add further value to our
work with communities and in neighbourhoods.
Supporting residents and tenants with employment and training advice, and hosting job
clubs in our local communities. Investing in our community heartland through ABBA (a
Batter Blackheath Association), creating a vibrant neighbourhood. .
Providing Green Deal assessment and installation services, and remaining ahead of the
game on sustainability matters.
Managing Compass, Energyextra and Sandwell Financial Services Hub, services to
improve financial confidence, with advice on housing options and address fuel poverty
April 2015
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Black Country Housing Group
Director of Operations
Job description
Job title: Director of Operations
Responsible to: Chief Executive
Responsible for: Head of Property Services; Head of Housing; Repairs Manager; and
Development Consultant
Summary of the role:
Leading a team of around 60 colleagues;
Delivery of excellent housing and maintenance services to all of BCHG’s tenants, shared
owners and other residents - creating safe and sustainable homes and communities;
Delivery of a high quality commercial repair services through Homeforce, BCHG’s home
improvement agency, pursuing opportunities for business growth; and
Overseeing the delivery of BCHG’s development programme expanding the number and
range of homes provided for local residents.
Key areas of responsibility:
Strategic leadership:
Support the Board and the Chief Executive in achieving business plan targets and strategic
plan delivery;
Lead all colleagues within the directorate to ensure they provide excellent services;
Contribute fully to the development and promotion of the organisation’s vision and values,
which reflect and support the organisational culture of BCHG;
Contribute to corporate decision making through the Executive and Leadership Team to
formulate policy for business growth;
Keep up-to-date with all legal, regulatory and policy developments, assessing risk
implications for BCHG and advising the Executive and Board accordingly;
Ensure excellent relationships with customers, other stakeholders and partners;
Ensure effective financial management and delivery of financial targets in areas within the
Promote and represent BCHG at local and national meetings with housing and other related
Financially appraise and assess risk for all new business ventures; and
Ensure that BCHG’s growth objectives are achieved.
Housing services:
Provide an excellent and well regarded housing service to BCHG’s tenants, shared owners
and other residents, ensuring modern fit-for-purpose delivery, meeting current and future
customer expectations;
April 2015
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Black Country Housing Group
Director of Operations
Ensure all income is maximised and customers supported effectively to achieve this
Provide a highly effective and inclusive neighbourhood management service;
Oversee continued modernisation of BCHG’s housing services, ensuring effective income
collection processes, and supporting customers in channel shift; and
Ensure residents are actively involved in shaping service delivery and that the Tenant
Scrutiny Panel is an effective part of the governance framework.
Property services:
Develop and deliver the Asset Management Strategy, using asset and survey information to
inform appropriate investment programmes and maintain an understanding of the long
term performance of the overall portfolio and the investment of each property;
Ensure that through delivery of investment programmes and ongoing maintenance all
assets meet regulatory and legislative requirements;
Provide timely and up to date information in relation to the delivery of the Asset
Management Strategy to all key stakeholders including front line colleagues and customers;
Providing an accessible, customer-focussed lettings service;
Deliver a high quality responsive repairs service to BCHG customers, ensuring high levels of
customer satisfaction and compliance with internal and regulatory standards; and
Provide an excellent gas maintenance service to customers, ensuring compliance with
internal, legal and regulatory standards.
Lead a commercial repairs service, delivering high quality repairs, improvements and
adaptations to a range of customers across Birmingham and the Black Country;
Oversee continued transformation of the business function to ensure efficient processes,
quality delivery and positive financial returns;
Demonstrate leadership and vision to an expanding team of over 30 colleagues, embedding
BCHG values; and
Develop and deliver on Homeforce’s business plan and growth strategy, seeking further
opportunities for expansion.
Produce and deliver BCHG’s development strategy;
Develop and maintain relationships with developers, local authorities, consultants and land
agents to create a pipeline of development opportunities;
Work with our partners and the HCA to deliver the new build programme; and
Work closely with the Director of Finance and Corporate Services to ensure effective
financial oversight of the programme.
April 2015
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Black Country Housing Group
Director of Operations
Person specification
Senior level track record in housing and/or property services
Acting as a role model for BCHG’s values demonstrating commitment to customers, service
delivery and colleagues
Strong leadership skills demonstrating ability to lead large and diverse teams of colleagues
Able to carry out financial and risk appraisals for business opportunities, without being risk
Self-motivated, demonstrating drive and determination
Highly developed problem solving, negotiating and influencing skills
Resilient, provides confidence to others in difficult situations
Highly developed ability to successfully deliver transformation
Experience of developing partnerships, identifying emerging opportunities
Experience of business and strategic planning – able to turn strategy into action developing
a strong distinctive performance culture
Champions equality, diversity and inclusion
Excellent relationship building skills
Able to sustain a network of contacts that will add value to the business
Experience of working with a Board, and fostering strong relationships with non-executive
Successful track record in identifying and securing growth opportunities
Knowledge of available funding streams, able to explore new funding opportunities
Degree level education or equivalent
Relevant professional qualification or formal management/leadership training would be an
Excellent written communication skills; able to produce clear, concise written reports on
complex issues
Strong inter-personal and listening skills
Able to present to a range of external audiences in an engaging style
April 2015
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Black Country Housing Group
Director of Operations
Our executive team
Amanda Tomlinson, Chief Executive
Passionate about the difference social housing providers can make to
people’s lives, Amanda is keen to ensure that Black Country Housing
Group continues to be much more than a local housing provider,
supporting our local communities through the provision of a range of
services creating social value.
David Saunders, Director of Finance & Corporate Services
A fellow of the Association of Chartered Certified Accountants (ACCA),
David's focus is finance and treasury strategy and management and
corporate services which includes IT, risk management, internal audit,
governance and performance. David is the Company Secretary for Black
Country Housing Group.
Ian Stuart, Director of Operations
Ian is committed to delivering excellence to Black Country Housing's
customers and has responsibility for all housing operations and his teams
include housing services, property services, development and our home
improvement agency, Homeforce, which provides repairs and home
improvements to people who own their own homes.
Janette Beckett, Director of Care and Social Business
Janette joined BCHG in February 2014 and is responsible for residential
care, domiciliary care, supported housing, supported living, and social
business. Janette has over 10 years’ experience of working at an
executive/strategic level within the health and social care sector.
April 2015
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Black Country Housing Group
Director of Operations
Our executive structure
Chief Executive
April 2015
Director of Finance
and Corporate
Director of Operations
Corporate Support
Director of Care
and Social Business
Care &
Head of HR
Savoy Centre
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Black Country Housing Group
Director of Operations
The operations structure
April 2015
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Black Country Housing Group
Director of Operations
Our employment value proposition offer
Your future
is our future
Director of Operations
Salary and benefits:
Circa £80,000 per annum.
Access to a Defined Contribution Pension Scheme with
employer contributions, or Defined Benefit (Career Average
1/80th) Pension with the Social Housing Pension Scheme.
Holiday entitlement:
31 days holiday per annum plus bank holidays and 1
concessionary days or equivalent.
Working hours:
Normal hours of work are 35 hours per week based around the
normal business working week. However, due to the nature
and seniority of this post, there is a requirement for flexibility
in meeting the full responsibilities of the post.
Your normal place of work will be our head office at Black
Country Housing Group, 134 High Street, Blackheath, West
Midlands, B65 0EE. However given the seniority of the role,
travel across all our operating areas and occasional national
travel is also expected.
April 2015
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Black Country Housing Group
Director of Operations
Key dates and the selection process
Closing date:
First interviews with Campbell Tickell and an opportunity
for a 1:1 with the BCHG Chief Executive on the same day:
Testing, a psychometric and written test, both of which
can be completed remotely:
Final interviews with the BCHG Chief Executive and three
members of the Board. There will also be an opportunity
to meet key staff and a group of residents on the day:
April 2015
Tuesday 26th May, at noon
Monday 8th June
From Wednesday 9th June
Wednesday 17th June
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Black Country Housing Group
Director of Operations
The media advertisement
Director of Operations
West Midlands, circa £80k
A recruitment pack is available at
Or you can e-mail
[email protected]
For an informal discussion,
please call Gera Patel on 020
3434 0990
Closing date: 26 May
First interviews: 8 June
Final interviews: 17 June
We are a Social Business Investing in People and
Communities, providing a range of services to complement
our housing provision. This is an exciting time for BCHG as
we grow and develop our business, ensuring we met the
changing needs of our communities and deliver more social
As Director of Operations you will lead on our strategy for
housing and property services, develop and grow our
Homeforce business and lead on our development
programme; which includes the expansion of new housing
and care homes.
We are seeking someone who shares our vision and values,
who has a passion for people and is keen to make an impact
on the lives of local people. You will have proven senior and
strategic experience in either property or housing services,
excellent leadership skills and the ability to develop and
maintain strong strategic partnerships.
This is an excellent opportunity for someone to join our
strong leadership team and help develop and deliver our
ambitious and exciting future plans.
A Social Business Investing in People and Communities
April 2015
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