5 Royal Crescent, Glasgow G3 7SL Telephone: 0141 331 6650 SMS: 07860018421



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Glasgow West Housing Association Ltd is a voluntary, not for profit organisation and a registered charity.  With history dating back to 1978, we have a vision of shaping thriving communities.  With over 1500 rented properties: Homes are our purpose, service is our priority.

We are looking for a highly motivated individual to support our Services Section, focussing on performance leadership, compliance and customer service excellence.

The successful candidate will be performance driven, and will demonstrate role flexibility, proficient IT skills, excellent communication, multi-tasking and interpersonal skills.

Policy & Performance Co-ordinator
EVH Grade 7: £32,111 - £35, 260
Interview Date: 9 April 2019

Core Responsibilities:

  • Driving a culture of enhanced customer service, robust governance and optimum performance. 
  • Leading co-ordination of core internal/ external services, performance and stakeholder communication.
  • Leading the development of comprehensive and accurate records, reporting and administrative systems that demonstrate compliance with legislative and regulatory standards, reflecting best practice and mitigating risk.

Key Tasks:

  • Developing robust performance management framework.
  • Monitoring and reporting on policy/ procedural compliance across service functions; and extending to GDPR and FOI.
  • Co-ordinating, analysing and presenting compliance reports.
  • Liaising with Teams to identify and implement process efficiencies.
  • Monitoring delivery of service improvements, including systems audit actions and complaints learning plans. 
  • Managing service satisfaction monitoring and analysis; and mitigating complaints.
  • Consulting with service users (including tenant groups) regarding proposed changes to policies, services and activities. 
  • Ensuring accurate and up to date communication via website and other social media and ICT platforms.

Closing Date: 12 noon, 25 March 2019

Application Form

Cover Letter, Guidance Notes & Equal Opportunities

Person Specification - for completion

Role Profile

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Glasgow West Housing Association
5 Royal Crescent
G3 7SL

CALL: 0141 331 6650
Repairs: 0141 331 6652
Tenancy: 0141 331 6651

Phone: 0141 331 6650
Repairs: 0141 331 6652
Tenancy: 0141 331 6651

Fax: 0141 331 6679
SMS: 07860018421
E-Mail: admin@glasgowwestha.co.uk
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Registered with the Scottish Housing Regulator HEP 126. Registered under the Community and Benefit Societies Act 2014. Registered as a Scottish Charity SC001667.