Housing Service Improvement Lead
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Job Summary
- Spearhead the implementation of the Housing Complaints Improvement Plan.
- Enhance the quality consistency and timeliness of complaint handling.
- Elevate customer experience across Housing Services.
- Manage a portfolio of service improvement projects.
- Ensure effective implementation of recommendations from Housing Ombudsman investigations.
- Lead performance recovery and enhancement activities.
- Develop and execute performance measures reporting frameworks and improvement plans.
- Oversee programme governance and provide assurance on delivery progress.
- Identify and address risks barriers and dependencies.
- Utilize complaints data customer feedback and performance information to pinpoint improvement opportunities.
- Conduct workshops improvement sessions and stakeholder engagement activities.
- Support service redesign and transformation initiatives.
- Foster a culture of continuous improvement accountability and customer focus within Housing Services.
- Collaborate with senior leaders operational managers and corporate services to achieve sustainable improvements.
- Extensive experience in leading complex service improvement transformation or performance recovery programmes.
- Experience in:
- Local Government
- Social Housing
- Housing Services
- Customer-Facing Public Services
- Local Government
- Strong programme and project management skills.
- Demonstrated success in delivering measurable service improvements.
- Experience in enhancing complaints handling and customer experience.
- Solid understanding of performance management and governance frameworks.
- Experience with regulatory frameworks and compliance requirements.
- Ability to analyze performance data and develop improvement solutions.
- Excellent stakeholder management and influencing skills.
- Experience working with senior leaders and managing complex organizational change.
- Strong communication presentation and facilitation skills.
- Familiarity with Housing Ombudsman requirements and complaint handling standards.
- Experience in Housing Management or Housing Operations.
- Experience leading regulatory improvement programmes.
- Recognized project or programme management qualification.
- Experience in delivering housing service transformation initiatives.
- 650.00 per day (Umbrella)
- 6 Month Contract
- Hybrid Working
- Minimum 2 Days Per Week On Site
- Bi-Weekly Pay
- Opportunity to lead a high-profile housing improvement programme.
- Strategic role working directly with senior Housing leadership.
- Significant influence over customer experience complaints performance and service transformation.
- Opportunity to drive lasting improvements across a major London Borough Housing Service.
Required Skills:
Essential Requirements Significant experience leading complex service improvement transformation or performance recovery programmes. Experience within: Local Government Social Housing Housing Services Customer-Facing Public Services Strong programme and project management experience. Proven experience delivering measurable service improvements. Experience improving complaints handling and customer experience. Strong understanding of performance management and governance arrangements. Experience working with regulatory frameworks and compliance requirements. Ability to analyse performance data and develop improvement solutions. Excellent stakeholder management and influencing skills. Experience working with senior leaders and managing complex organisational change. Strong communication presentation and facilitation skills. Desirable Requirements Knowledge of Housing Ombudsman requirements and complaint handling standards. Experience within Housing Management or Housing Operations. Experience leading regulatory improvement programmes. Recognised project or programme management qualification. Experience delivering housing service transformation initiatives. Whats on Offer 650.00 per day (Umbrella) 6 Month Contract Hybrid Working Minimum 2 Days Per Week On Site Bi-Weekly Pay Opportunity to lead a high-profile housing improvement programme. Strategic role working directly with senior Housing leadership. Significant influence over customer experience complaints performance and service transformation. Opportunity to drive lasting improvements across a major London Borough Housing Service. Suitable for candidates with experience as a Service Improvement Lead Transformation Manager Programme Manager Housing Improvement Manager Housing Transformation Lead Performance Improvement Manager Complaints Improvement Lead Strategic Improvement Manager or Head of Service Improvement.
