Service Improvement
4 months ago
Director of Service Improvement (Property Sector)
Location: Surrey
Hours: Monday - Friday 9-5:30pm
Type: Hybrid working
**Salary**: £55,000PA
Summary of the role:
In this key role you will be responsible for driving the service offering to the next level for our customers. You will lead the teams of Area Managers, Estate Managers and Estate Support Service team to achieve our ambitious goals. As a member of the company’s Executive Management Team, you will work closely with the Chief Executive and other members of the Executive Team to deliver the the company’s Group Strategic Plan alongside the Organisation’s priorities and ways of working, while ensuring effective service delivery with a focus on continuous improvement to drive quality and efficiency.
The Director of Service Improvement will ensure the delivery of professional service quality, productivity and improvement and will directly lead and manage a portfolio of equality, organisational development and engagement services and promote the corporate competencies and values through day-to-day leadership and managerial behaviours. You will provide high quality professional advice to the Executive and Senior Management Team and the wider teams on all matters related to our Residential Estate Management Service.
We are embarking on an exciting new journey with some major growth ambitions, some of which are imminent. As part of this strategy, we have undertaken work to review and reorganise the Company Structure and Strategic Goals with our Board to improve on existing levels and design new levels of service which we now need to take forward. This is an exciting time to join our client at the start of this new journey helping to enhance the design and plans for the future of how we deliver Estate Management to the Retirement.
Community.
Specific Duties:
1. Managing performance
- Lead the effective operational performance of the company, introducing new performance measures and embedding these into everyday working.
- Hold operational teams to account for performance - influencing and negotiating on the delivery of services.
- Ensure effective performance management and reporting systems are in place at all levels for the company, working in close conjunction with the Human Resources Team.
2. Developing the business
- Lead the development and use agreed benchmarks to evaluate the quality, safety and effectiveness of our company’s services and to inform the development of strategic policy and operational objectives, to drive improvement and efficiency and report to the Board.
- Develop and lead our company’s service improvement program and supportbusiness development in line with the overall company strategy.
- Develop, implement and oversee a policy framework for service improvement.
- Develop and lead our company’s service improvement program and support other executive colleagues as an active participant in the Executive Team and in presenting to the Board.
- Develop and lead our company’s service improvement program and support other projects.
- Deliver professional service quality, productivity, and improvement; equality, diversity and inclusion; internal and external communications and engagement; organisational development and learning.
3. Managing teams and relationships
- Hold executive responsibility for key functions across the company including ngagement process with strategic stakeholders
- Hold executive responsibility for key functions across the company including customer services, operations, human resources, and marketing.
- Be strategically accountable, and hold staff accountable, for the delivery of all agreed objectives and outcomes for the company and external clients.
- Ensure that team structures and individuals are organised to achieve maximum effectiveness in delivering the company’s objectives.
Key Results Areas:
Key Performance Indicators (KPIs) will be agreed and reviewed on a regular basis.
- Complaints
- Customer focus survey results
- Employee survey results
- Response times met
- Repairs SLAs met
- Property maintenance performance
- Staff retention and development
- Value for money results
- Internal audit results
**Salary**: Up to £55,000.00 per year
Schedule:
- Monday to Friday
Application question(s):
- Have you worked in a similar role
- Have you worked in property management
Work Location: In person
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