January 2014

Dear Applicant

Resident Engagement Officer

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 1 side of
A4 and your salary expectations. 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 for applications: Tuesday 18th February 2014

Interview and testing: Wednesday 26th February 2014

Yours sincerely

Katherine Hyde
Senior HR Advisor

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Contents

Page

About Kensington & Chelsea TMO 3

Job description and person specification 4-7

Structure charts 8-9

Terms and conditions 10

Press advertisement 11

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

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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

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Job Description

Job Title Resident Engagement Officer

Directorate / People & Performance / Resident Engagement

Department

Reports to Resident Engagement Manager

Job Purpose To support the Resident Engagement Manager in delivering the resident
engagement strategy objectives. To plan and deliver maximum
opportunities for resident and youth engagement and building community
capacity.

Salary 25,600 - 34,600

Grade HMGN231

Hours 36 hours per week

Location The Network Hub, 292a Kensal Road, London, W10 5BE.

You will also be required to travel across the Borough and attend
evening meetings.
Responsibilities To assist in the development of a full range of resident engagement
activities in line with the Resident Engagement Strategy
To facilitate the resident involvement training programme and to
build relationships with external bodies
To use IT systems to monitor and evaluate tenant participation and
tenant profiling
To assist in the coordination of resident engagement practice
and principles across the organisation and ensure that
communication/satisfaction feedback is standardised across the
organisation
To design, produce and carry out resident surveys as required
To support the development of new resident associations and
provide clerical and administrative support as required
To organise and administer the use of community facilities in terms
of income generation and the use of the facilities
To assist in the development of policies and the service plan

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 To assist in the collection, recording and monitoring of performance
information relating to resident involvement
To assist in the development of promotional materials
To attend engagement events as required
To develop and co-ordinate the delivery of a TMO youth project.
To identify the needs of young people and use findings to develop
relevant youth initiatives and activities.
To obtain feedback on youth support needs.
To establish partnerships with local RSLs/LAs and statutory
agencies delivering youth initiatives and activities.

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Person Specification

Criteria Essential Desirable

Experience and Experience in working in social
Knowledge housing or related voluntary sector
Experience of working with residents
and delivering excellent customer
focused services
Experience of writing minutes and
presenting to residents
An understanding of
performance information
and monitoring techniques
Experience of delivering
training and organising
events

Knowledge of community issues and

engagement techniques

Skills and Personal Ability to communicate effectively both

Qualities verbally and in writing with a diverse
range of people

Ability to prioritise workload and meet

deadlines

Ability to use IT and to record resident

engagement activity

Ability to build relationships and deal

with challenging customers

Ability to work under pressure and

cope in challenging environments

Ability to organise meetings and events

The KCTMO Way Listens to others seeks to listen first Shows integrity integrity is
Organisational and question to gain clarity before acting with honesty,
Behaviours acting. openness and clarity, doing
the right thing for the right
Plans and organises work plans reason, shows political
effectively so exceeds targets and is awareness.
self-organised.
Learns from mistakes
Drives for results and commitments seeks to learn from actions,

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shows a strong commitment to make
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 customer focus driven to
provide excellence in service and
seeks to meet the needs of customers,
seeks to engage residents and involve
them.
using feedback to improve
and shares learning with
others.
Shows team working focus
shows commitment to
working with others and
across teams to achieve
results together, respecting
and valuing each other.
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People & Performance

Executive Director Performance Manager

Interim Assistant Director of

Resident Engagement Human Resources and Project Manager Business Improvement Principal Projects
Communications
Manager Organisational Manager Accountant (W2)
Manager
Development

Resident Engagement
Resident Engagement Resident Engagement HR Advisor Assistant Project
Officer Senior HR Advisor Senior HR Advisor Complaints Manager Equalities Officer
Officer Officer Manager

Community Centres
Officer

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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

Assistant Director Health, Safety and

Head of Customer
Performance Director of Assets Head of Supported of Neighbourhood Facilities Manager
Servicess
Manager and Regeneration Housing Management

Team Leader Head of Assistant Director of

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

Assistant Director of Head of Investment Rent Income & Head of ICT

Customer Services
HR Strategy Lancaster West
Team
Manager

Head of Assistant Director of

Communications
Head of Contract Neighbourhood Home Ownership
Manager
Management Management South
Resident
Engagement Business
Manager Improvement
Manager

Principal Project
Accountant Environmental
Services Manager

Policy and
Improvement
Manager

Complaints Team

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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: 9am 5pm, 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 31
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 Scheme, which is
a final salary pension scheme. The scheme provides for an employee contribution of
either 5.9% on annual salaries from 15,801 to 20,400, 6.5% on annual salaries from
20,401 to 34,000 or 6.8% on annual salaries from 34,001 to 45,500. 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.

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Advertisement
Resident Engagement Officer
Salary: 25,600 - 34,600
Location: The Network Hub, Kensal Road W10

Kensington and Chelsea TMO was 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.

Resident engagement is key to all we do and we are looking for a talented individual
who is able to integrate our commitment to resident engagement into our strategic
planning and operational delivery.

Your role will support the Resident Engagement Manager in delivering the resident
engagement strategy objectives along with planning and delivering maximum
opportunities for resident and youth engagement and building community capacity.

With experience in working in social housing or related voluntary sector and

knowledge of community issues and engagement techniques you will assist in the
coordination of resident engagement practice and principles across the organisation
and ensure that communication/satisfaction feedback is standardised across the
organisation.

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

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 or contact 020 7605 6333 (24 hour answer phone).

Closing date: Tuesday 18th February 2014

Interviews and Testing will be held: Wednesday 26th February 2014

The TMO is an equal opportunities employer

No Agencies Please

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