Board Member - Customer Service / Housing Operations

Board member - Customer Service / Housing Operations

Maidstone, Kent - Hybrid

GBP5,680 per annum plus reasonable expenses

Closing Date: 5th February

Interview Date: 23rd February 2024

Shadow Board meeting: Thursday 21st

We are Golding Homes thank you for looking!

Background

'It is a great time to join Golding as we are an efficient, local, visible and listening, providing sustainable homes and communities.' We have an established track record for building quality homes and investing in our local communities.

The role of the Board member

Board members share an equal role and have collective responsibility for Golding Homes. It s expected that Board members will use their own skills, knowledge and experience to help the Board reach the best possible decisions for Golding Homes its current and future residents and the wider community.

We welcome applications from any resident (tenant, shared owner or leaseholder) or non-resident who has an appetite to help us deliver excellent services to our residents. You don t necessarily need experience on another Board to apply, however, you ll need to demonstrate that you have the right skills or that you can develop them with our support.

Key skills and responsibilities

In particular we re looking for:

• Substantial experience as a strategic leader or in an executive/senior leadership role

• A strategic understanding of Customer Service, the drivers of operational excellence and a strong understanding of customer relationship management principles and best practices

• Extensive experience and knowledge of housing management and dealing with complex housing issues

• Experience of embedding a high performing customer focused culture

• Knowledge of social housing regulation including the new consumer regulation

• Experience of successfully delivering continuous improvement in service delivery with high levels of customer satisfaction

• Highly analytical and numerate, able to gather, utilise and assimilate information

• High level of numeracy combined with financial awareness, can analyse performance, financial and other information

• Interest in or understanding of affordable/social housing and other relevant business areas

• Availability to attend Board meetings, training and development events and other corporate activities which may be held in the evening, weekdays and at weekends. Generally, Golding expects Board members to join at least one committee or equivalent body.

• Commitment to equality and diversity in employment and service delivery and high standards of personal and professional integrity.

What to expect

Taking up a position as a Board member will be challenging but can also be rewarding. You ll gain new skills and abilities which may help you in other areas of your life.

Time commitment

We operate a hybrid model for our meetings in person at County Gate and on MS Teams with one in three board meetings taking place at County Gate. We meet 4-5 times per year for board meetings, have quarterly committee meetings (the appointed Board member will join the Customer Experience Committee) and have two overnight stays per year for Board away days. Board meetings are generally held late afternoon on a Thursday for a duration of 2-3 hours.

We provide Board members with the necessary equipment to enable them to receive meeting papers and relevant information electronically and also attend meetings by video conference. We can also help with any other arrangements to meet additional needs. You ll need to be able to devote sufficient time for preparation for meetings to enable you to participate fully and effectively.

Payment as a Board member

The current amount is GBP5,680 per annum plus reasonable expenses for other costs to support you in this role (including mileage, childcare or carer costs).

Location: Our office is in central Maidstone County Gate One, Staceys Street, Maidstone ME14 1ST (View on a map). We operate a hybrid model for our meetings in person at County Gate or on MS Teams

We welcome and embrace diverse talent. We re committed to building a healthy, vibrant and inclusive organisation that treats people with respect and creates opportunities for all.