Service Improvement Officer

4 months ago

Skelmersdale, United Kingdom 3M Resourcing Ltd Full time

3M Resourcing are delighted to be working with the Local Authority in Skelmersdale, recruiting for a Service Improvement Officer, reviewing and responding to Housing complaints. This role is for 2 months initially, but may lead to a longer term role.

Purpose of role:

- To identify Housing service improvements arising from customer feedback and work with the relevant Service Managers and the Tenant Voice Manager to ensure the improvements are implemented.
- To review and co
- ordinate improvements with Service Managers on policies, procedures and process so that service areas continually develop and deliver improvements, best practise and value for money.
- Promote and ensure delivery of continuous learning and improvements in relation to customer feedback and to promote and publicise the outcomes.

Key Objectives:
1. Co - ordinate, monitor and provide reports and information on customer feedback for Housing services received through all communication channels.

2. To ensure learning and improvements that are identified through customer feedback are tracked through to completion and that outcomes are measured and reported back to customers.

3. To support Managers to deliver service improvements and feed these back to individual customers who have made comment, suggestions, or complaints.

4. Liaise with the Customer engagement team to ensure that feedback and improvements for Housing is collated and can be reported to Senior Management and customers in a timely manner.

5. Collect, and collate evidence of the impact of acting on feedback and making improvements eg for performance, costs, satisfaction and using case studies.

6. To produce reports and evidence of learning from feedback and contribute to the development of the annual report, publications and updates to the website.

7. Develop learning and improvements alongside the Tenant Voice Manager to track changes and enhancements to service delivery through customer involvement, transparency, and feedback.

8. Work alongside Service Managers to review processes, policy and procedures linked to customer insight, and feedback from tenant engagement and scrutiny of services.

9. Contribute ideas to create efficiencies and improvements in customer facing and housing service policy and processes.

10. Identify themes and trends any systematic or single issue that gives rise to feedbacks. and carry out a deep dive review across each of the services with Service Managers where compliance and regulation issues are identified.

11. Support Managers through local and corporate service review processes to deliver and drive wider improvements that are led by the organisation, customer engagement and collaborative working with service users and stakeholders.

12. Support Service Managers with enquiries, investigations, and findings to provide detailed investigations and draft responses to stage 1 and stage 2 complaints.

13. Design and carry out on
- going reviews of Housing operational policy procedures and processes with Service Managers and Business transformation and change team to ensure changes are documented, updated and fit for purpose.

14. Monitor, collate and publicise housing policy changes that have resulted from customer feedback and customer engagement.

15. Identify improvements and learning to colleagues using Housing Ombudsman spotlight reports and outcomes and Local Government & Social Care Ombudsman decisions in addition to identifying sector wide best practise.

16. Provide guidance, support and coaching to improve customer satisfaction.

17. Monitor compliance with the recompense/compensation policy and process and ensure that this policy is reviewed, making recommendations for improvement.

Scope:
The post holder will have a key role across Housing services in supporting and ensuring that all customer feedback is responded to and resolved effectively in accordance with Council policy and within the Housing Ombudsman Complaints Handling code. The post holder will have a proactive customer focused approach to ensure that knowledge and insight received from customer feedback and involvement is tracked and used to improve services and deliver changes. In doing so, they will collate feedback, data on themes, trends and collate and recommend improvements. They will work collaboratively across the whole organisation with the Customer Engagement team, Tenant Voice Manager and Housing Service Managers to recommend and develop changes to policy and procedures and to deliver improvements and outcomes; reporting on these and securing updates on the improvements, changes and outcomes.

**Job Types**: Full-time, Temporary contract

**Salary**: £15.86 per hour

Schedule:

- Monday to Friday

Work Location: In person

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