Business Engagement and Service Improvement Manager

Are you an experienced leader in service improvement project management or change management with a passion for delivering better outcomes for customers and colleagues

Were looking for a Business Engagement & Service Improvement Manager to lead a team focused on identifying opportunities for change driving continuous improvement and ensuring customer and colleague insights are at the heart of everything we do.

In this role youll lead and develop a team of Service Improvement Coordinators and Root Cause Analysts providing clear direction coaching and support to help them identify and deliver meaningful improvements across the organisation. Youll play a key role in strengthening our Root Cause Analysis capability ensuring robust methodologies and evidence-based approaches are used to identify underlying issues generate insight and drive buy-in to make sustainable service improvements.

A significant part of the role involves ensuring customer and colleague feedback directly informs decision-making. Youll work closely with colleagues across Customer Experience Insights and People & Organisational Development to turn feedback and insight into recommendations and actions for tangible service improvements enhanced colleague experiences and lasting cultural change.

Working closely with operational leaders youll help shape ideas for change support the development of business cases and clearly articulate the drivers behind new initiatives whether regulatory compliance operational or strategic. Youll act as a trusted partner to stakeholders across the organisation helping them assess opportunities and prioritise improvements.

Youll also champion continuous improvement across the organisation by providing tools frameworks facilitation and guidance that enable teams to investigate challenges solve problems and where appropriate deliver change themselves. From conducting reviews and gap analyses to facilitating workshops and working groups youll help create the conditions for successful change and continuous learning.

Working alongside the Head of Change & Service Improvement youll contribute to the forecasting prioritisation and sequencing of change activity across the wider portfolio. Youll help ensure that change initiatives are strategically aligned well governed and deliver measurable benefits while managing stakeholder expectations around scope resources and delivery timescales.

Were looking for someone with proven experience leading service improvement business engagement change or continuous improvement teams. Youll have strong leadership and stakeholder management skills experience developing Root Cause Analysis capability and a track record of turning insight into meaningful operational and customer outcomes. Youll be an excellent communicator comfortable working with colleagues at all levels and passionate about building organisational capability in problem-solving service design and continuous improvement. Knowledge of the social housing sector would be advantageous.

If youre passionate about helping organisations improve services empowering teams to solve problems and delivering meaningful change that makes a difference for customers and colleagues wed love to hear from you.

On this occasion applications from candidates whove previously applied for this role wont be reconsidered but we appreciate your interest.

Well review and interview suitable candidates as they apply. If we receive enough applications well close the advert early so be sure to apply today so you dont miss out!

Abri is a large housing provider who own and manage more than 58000 homes and various community assets serving around 113000 customers across the South of England.

We believe everyone has the right toa good qualitysafewarmand sustainable home in a community where theycanbelonggrowand does that look like in real terms

Wereinvesting 689mover the next ten years in our existing homes to improve building safety and make them more energy efficient.

• Weredelivering 10000 homes by 2030 ensuring affordable housing isbuiltwhereitsneeded most
• Wereinvesting in our communities to address local issues and create opportunities for everyone

As we growwerere-establishing our strong local presence toprovideareally goodservice. Abri has adopted a regional approach to service delivery withouroperating areas split into three each with their local governance our colleagues aremore visibleaccountableand better connected to our customers and local communities to meet their diverse needs.

More information about Abri and our strategicobjectivescan be found at.