Service Improvement Officer

2 months ago

London, United Kingdom iWork Recruitment Limited Full time

Contract to start 06-03-23 until 04-06-23 with a possible extension.

**JOB PURPOSE**

To drive improvements within Housing Management, ensuring that residents are at the heart of everything we do, and their feedback is used to make change

To promote best practice, innovation and continuous improvement across client Management

To work with colleagues to develop effective mechanisms to drive innovation and continuous improvement in order to deliver, and then maintain, excellent services

Assist with the co-ordination and delivery of the service improvement programme to transform client Management

Co-ordinate any customer insight projects commissioned to understand residents views and improve services

Act as champion for service improvement and quality assurance across Housing Management, encouraging a constant strive for improvement

**DESCRIPTION OF DUTIES**

Service Improvement

Carry out research activities, making recommendations to improve service delivery, ensuring that residents views are incorporated and prioritised

Work with all client Management service areas to identify, develop and implement new processes

Support the Service Improvement & Performance (SIP) group and workstream meetings as required i.e. arranging meetings, drafting agendas for approval, co-ordinating/ circulating papers and recording/monitoring the actions

Work with colleagues to centrally co-ordinate all service improvement plans, ensuring they are continually developed and have been updated to reflect customer feedback

Work with other teams to understand what resident feedback is telling us i.e. the lessons learnt from complaints and the provision of ‘inclusive’ services

Administer the mechanisms in place for residents and client Management staff to feedback on service delivery, ensuring that actions are identified and considered

Work closely with the Policy & Performance Team to develop and implement new policies and procedures across client Management

Assist with the delivery of all customer insight projects, ensuring the results can be used to deliver real outcomes for residents

Design surveys to collect customer feedback/satisfaction, ensuring they are robust, unbiased and can be used for benchmarking where relevant

Develop and monitor progress against the STAR and other service improvement action plans and the delivery of client Management’s service objectives

Work with the IT and Policy & Performance teams to develop CRM workflows and digital services to reflect new policies and processes

Analyse a range of performance data, including benchmarking, researching best practice and learning from peers to identify opportunities for service improvement

**Qualifications/knowledge and experience**:
Experience of delivering housing management services

Experience of business process mapping

Experience of collaborative working with stakeholders to deliver service improvements and change

Experience of delivering improvements, which result in efficiencies, enhance the customer experience and working processes

Experience of drafting customer surveys to produce tangible outcomes

Ability to support colleagues to put residents at the heart of everything they do

Excellent time management and organisational skills to effectively manage a varied and busy workload

Ability to work effectively to tight deadlines

Can demonstrate effective influencing, negotiating and advocacy skills to ensure that client Management continually improves

Excellent communication skills, with the ability to produce accurate written 5 documents to a high standard

Good knowledge of project management principles

5224247 -02-23

**Salary**: £30.00 per hour

Schedule:

- Monday to Friday

Reference ID: 5224247 -02-23

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