Service Improvement Officer
5 months ago
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
-
Service Improvement Officer
7 months ago
Skelmersdale, United Kingdom West Lancashire Borough Council Full timeAre you passionate about improving and offering high quality services? We have an exciting opportunity in our newly established team in the Housing for a Service Improvement Officer. You will be a highly motivated, dedicated, and confident individual with experience of working in a customer focused environment and with excellent knowledge of Housing...
-
Service Improvement Officer
5 months ago
Skelmersdale, United Kingdom Akton Recruitment Full timeSkelmersdale £18 Per Hour I am recruiting for a local authority who is looking for someone to deal with Service Complaints investigations and responses and will report on learning and action outcomes. Job Role To identify Housing service improvements arising from customer feedback and work with the relevant Service Managers and the Tenant Voice Manager...
-
Cyber Liaison Officer
4 weeks ago
Skelmersdale, Lancashire, United Kingdom Police Digital Service Full timeAbout the RoleThe National Management Centre (NMC) is seeking a highly skilled Cyber Liaison Officer to join our team. As a key member of the NMC Cyber Liaison Team, you will work closely with the NMC Cyber Liaison Manager to set strategy and drive the team's work ethic.Key Responsibilities:Designated support and deputy for the NMC Cyber Liaison...
-
Cyber Liaison Officer
4 weeks ago
Skelmersdale, Lancashire, United Kingdom Police Digital Services Full timeJob Title: Cyber Liaison OfficerAbout the Role:We are seeking a highly skilled Cyber Liaison Officer to join our team at Police Digital Service. As a key member of our National Management Centre (NMC), you will play a critical role in supporting the 24x7x365 nature of police operations, providing a threat detection and response capability for digital...
-
Office Coordinator
4 weeks ago
Skelmersdale, Lancashire, United Kingdom Victorian Plumbing Full timeBe the Office Coordinator at Victorian PlumbingWe are seeking a highly organized and detail-oriented Office Coordinator to join our team at Victorian Plumbing. As an Office Coordinator, you will be responsible for ensuring the smooth operation of our office, including inventory management, equipment maintenance, and space optimization.Key...
-
Quality and Compliance Officer
5 months ago
Skelmersdale, United Kingdom PHS Group Full time**Quality Compliance Officer** **Direct365** **Skelmersdale** **£28,392 plus bonus and benefits** **Full time permanent position, 5 days a week Monday to Friday** **Is Compliance and Risk Management your **specialty**? We want to hear from you!** Are you ready to take on a role that you can really make your own? Do you have experience working within a...
-
Cyber Security Analyst
4 weeks ago
Skelmersdale, Lancashire, United Kingdom Police Digital Service Full timeAbout the RoleWe are seeking a highly skilled Cyber Advisor to join our team at Police Digital Service. As a key member of our National Management Centre (NMC), you will play a critical role in protecting people from harm in our rapidly changing world.Key ResponsibilitiesMonitor and triage alerts across NMC technologies, ensuring timely and effective...
-
Service Controller
5 months ago
Skelmersdale, United Kingdom NRG Riverside Full time**Hey, Hola, G’day, Bonjour, **As-salamu alaykum!** **Thank you for stopping by, we know looking for a job can be exhausting so let’s get straight to the point for you.** An exciting opportunity has become available here at NRG Riverside Front-Line Team - and we want YOU! We are looking for a Service Controller to join our team at Head Office! **The...
-
Service Controller
5 months ago
Skelmersdale, United Kingdom NRG Riverside Full time**Hey, Hola, G’day, Bonjour, **As-salamu alaykum!** **Thank you for stopping by, we know looking for a job can be exhausting so let’s get straight to the point for you.** An exciting opportunity has become available here at NRG Riverside Front-Line Team - and we want YOU! We are looking for a Service Controller to join our team at Head Office! **The...
-
Senior Transport Planning Officer
3 weeks ago
Skelmersdale, Lancashire, United Kingdom Ideal Recruit Ltd Full timeJob Title: Senior Transport Planning OfficerJob Summary: We are seeking a highly skilled Senior Transport Planning Officer to join our team at Ideal Recruit Ltd. The successful candidate will be responsible for assisting the Senior Operations Manager and overseeing the daily planning operations to provide a timely and cost-effective service for a large fleet...
-
Nmc Cyber Threat Specialist
6 months ago
Skelmersdale, United Kingdom Police Digital Service Full time**Join Police Digital Service as NMC Cyber Threat Specialist** **About Police Digital Service** To protect people from harm in our rapidly changing world, police services must not only keep up with technology and business changes but develop capabilities and ways of working that will enable them to adapt to and deal with the complexity of modern...
-
Office Coordinator
3 weeks ago
Skelmersdale, Lancashire, United Kingdom Victorian Plumbing Full timeUnlock Your Potential as a Temporary Office Coordinator at Victorian PlumbingWe are seeking a highly organized and detail-oriented individual to join our team as a Temporary Office Coordinator. As a key member of our operations team, you will be responsible for ensuring the smooth day-to-day running of our office.Your key responsibilities will...
-
Service Administrator
6 months ago
Skelmersdale, United Kingdom NRG Riverside Full time**Hey, Hola, G’day, Bonjour, **As-salamu alaykum!** **Thank you for stopping by, we know looking for a job can be exhausting so let’s get straight to the point for you.** An exciting opportunity has become available here at NRG Riverside - and we want YOU! We are looking for a Service Administrator on a 6 month fixed term contract here at our Head...
-
Office Junior
5 months ago
Skelmersdale, United Kingdom PCS Personal Care Services Ltd Full timeAs part of our ever-growing business and expansion; PCS Personal Care Services are searching for an Office Junior to work within our Head Office in Skelmersdale. Ideally a school or college leaver. Applicants must have; outstanding organisation and communication skills, a pleasant telephone manner, a keen eye for details, excellent computer literacy, the...
-
Cyber Security Analyst
4 weeks ago
Skelmersdale, Lancashire, United Kingdom Police Digital Service Full timeAbout the Role:We are seeking a highly skilled Cyber Security Analyst to join our team at Police Digital Service. As a Cyber Security Analyst, you will play a critical role in protecting our digital services from cyber threats.Key Responsibilities:Monitor and analyze cyber threats to identify potential vulnerabilitiesDevelop and implement strategies to...
-
Cyber Threat Intelligence Specialist
3 weeks ago
Skelmersdale, Lancashire, United Kingdom Police Digital Service Full timeAbout the RoleWe are seeking a highly skilled Cyber Threat Intelligence Specialist to join our team at Police Digital Service. As a member of our Threat Intelligence team, you will play a critical role in developing awareness for the policing community of the cyber risks to critical services.Key ResponsibilitiesDevelop and maintain a deep understanding of...
-
Office Coordinator
3 weeks ago
Skelmersdale, Lancashire, United Kingdom Victorian Plumbing Full timeBe the Unsung Hero Behind the ScenesWe are seeking a temporary Office Coordinator to ensure our operations flow smoothly at Victorian Plumbing. As the maestro of office orchestration, you will be responsible for maintaining a well-organized and efficient workspace.Key Responsibilities:Inventory Management: Ensure our offices are well-stocked with the...
-
Collections Officer
2 weeks ago
Skelmersdale, United Kingdom CV-Library Full timeCollections Officer – Skelmersdale – Salary negotiable up to £25k DOE This is a superb opportunity for a Collections Officer to join an ambitious expanding UK Credit Management Company based at their head offices in Skelmersdale. Reporting to the Collections Manager, you will recover outstanding monies owed to the company’s...
-
Administrative Support Officer
3 weeks ago
Skelmersdale, Lancashire, United Kingdom Ministry of Justice Full timeJob Title: Administrative Support OfficerWe are seeking an experienced Administrative Support Officer to join our team at the Ministry of Justice. As an Administrative Support Officer, you will provide administrative support to our staff and service users, ensuring that our processes are efficient and effective.Key Responsibilities:Provide administrative...
-
Office Administrator
5 months ago
Skelmersdale, United Kingdom Livewire Technical Services Ltd Full timeTo help maintain smooth running of the company office systems on a day-to-day basis by organising office operations and procedures. Ensure all financial transactions are processed accurately and on time onto Sage. Responsible for effective office administration, for a range of systems and procedure as determined by management, to support the smooth running...