Continuous Improvement Manager

3 weeks ago


Hounslow Greater London, United Kingdom London Borough of Hounslow Full time

Contract: Permanent, Full -time, 36 hours per week
Our people are deeply committed to providing excellent services to our residents, doing all we can to make lives as good as they can be.
We are an outstanding council, serving an outstanding borough. About our Commitment to Diversity and Inclusion
All our work has equality, diversity and inclusion at its very heart, best articulated in “Harness the Mix”. We serve a diverse community, we have a diverse workforce and we are committed to being an inclusive employer.
We work hard to create representation across our workforce and leadership community, we have thriving employee network groups and our learning and development programmes help us lead, model and breathe ways of working that eliminate inequality, inequity, injustice and bias.
As part of this and under our commitments as a Disability Confident Employer, we make reasonable adjustments to accommodate our candidates. This is an exciting opportunity to be part of the Housing Tenancy Management service as the Tenant Satisfaction Improvement Manager. You will be joining a progressive housing service with a clear focus to improve the quality of services to tenants. You will be part of a new leadership team pursuing a mandate to be the best local housing authority in the country.
You will be grounded in the delivery of complaints management, service improvement and what matters to tenants evidenced through your track record in this space.
A sound understanding of the Housing Ombudsman’s Complaint Handling Code 2024 will be critical for you to succeed in this role.
You will be responsible for interfacing with the Corporate Complaints service to ensure that you take responsibility for the effective management of complaints to ensure that all landlord complaints are responded within regulated timescales.
You will play a critical role in delivering the housing improvement plan and ensuring that the views of tenants drive our service delivery in line with regulatory requirements.
Extensive knowledge of current issues in this area including Housing Ombudsman’s Complaint Handling Code 2024
# Excellent interpersonal skills will mean that you are able to be supportive and motivating as you lead and inspire, empowering your colleagues whilst being clear and firm about performance and service delivery.
# Experience of persuading a wide range of stakeholders to work together, encouraging an organisational focus on the needs of the community.
# A critical thinker with innovative and creative problem-solving skills that achieve the strategic objectives of the council, while managing and minimising risk across the service.



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