Service Improvement Manager

Service Improvement Manager

Permanent

Grade

Consultation grade - subject to formal evaluation under the Pay Equity Review

Working 36.5 hours per week

About the Role

We are seeking a strategic and forward-thinking Service Improvement Manager to drive continuous improvement across resident experience systems and operational delivery. This role provides leadership in strengthening service performance regulatory compliance and customer-focused practices across Asset Management.

You will play a pivotal role in embedding a culture of improvement ensuring services align with Consumer Standards Housing Ombudsman expectations and organisational priorities.

What Youll Be Doing

• Lead and motivate a team ensuring performance targets regulatory standards and service objectives are achieved.
• Develop and deliver service improvement strategies policies and frameworks across Asset Management and partners.
• Oversee resident feedback channels and systems ensuring insight drives measurable service enhancements.
• Analyse performance operational and customer data to identify trends risks and improvement opportunities.
• Work collaboratively with contractors and stakeholders to improve service quality and customer outcomes.
• Lead the optimisation and effective use of core systems processes and business solutions.
• Produce and present high-quality reports briefings and presentations to senior leaders and Members.

About You

You will be a confident leader with strong analytical capability stakeholder management skills and a passion for improving resident outcomes.

You Will Have:

• Experience leading teams and delivering service improvements within a housing or comparable environment.
• Strong communication and influencing skills engaging effectively with senior stakeholders and partners.
• Proven ability to analyse performance data and translate insight into practical service enhancements.
• Experience developing reviewing and embedding policies procedures and systems.
• Strong organisational skills managing competing priorities and driving delivery within defined timescales.
• Good IT proficiency including Microsoft Office tools and performance/reporting systems.
• Knowledge of Consumer Standards and housing-related regulatory frameworks.

Why Join Us

• Play a central role in shaping how services improve resident experience and operational performance.
• Influence strategic decision-making through insight reporting and system optimisation.
• Work across diverse teams contractors and partners to deliver measurable improvements.
• Contribute to compliance with key regulatory and customer service standards.
• Lead innovation in systems processes and customer engagement approaches.
• Be part of a service committed to continuous improvement and resident-focused delivery.
• Access development opportunities within a large complex and high-impact organisation.

Please upload your up-to-date CV via the attachments part of your application this is required for shortlisting. Unfortunately we cannot consider any applications without a CV attached

We encourage applications from people of all backgrounds and aim to have a workforce that represents the communities we serve. Our data tells us that for this level of role ethnic minorities are underrepresented and therefore we will use positive action to support us to achieve diverse shortlists. This may mean that recruitment times are a little longer but we think this is worth it to achieve our aim.

Birmingham City Council is an accredited Disability Confident Leader employer andwe arecommitted to employing retaining and developing all of our people.

We want to ensure your recruitment journey with us is a positive and equitable one so please let us know if there are any reasonable adjustments additional support accessibility needs or if there is any way in which we can support you through your application.

For any informal enquires please contact:Resourcing@

A Disclosure and Barring Service (DBS) check will be undertaken.

Proof of Right to work in the UK will be required for all applicants in accordance withUK Home Office requirements before any employment offer can be confirmed.

Job Description and PersonSpecification - RM--Service Improvement Manager-Job