Service Improvement Officer
3 weeks ago
Contract to start 06-03-23 until 04-06-23 with a possible extension.
**JOB PURPOSE**
To ensure that residents are at the heart of everything we do.
To promote best practice, innovation and continuous improvement
To work with colleagues to develop effective mechanisms to drive innovation and continuous improvement.
Assist with the co-ordination and delivery of the service improvement programme
Co-ordinate any customer insight projects commissioned to understand residents views and improve services
Act as champion for service improvement and quality
**DESCRIPTION OF DUTIES**
Carry out research activities, making recommendations to improve service delivery, ensuring that residents views are incorporated and prioritised.
Work with all client 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
Work closely with the Policy & Performance Team to develop and implement new policies and procedures.
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
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
5224247-02-23
**Salary**: £30.00 per hour
Schedule:
- Monday to Friday
Reference ID: 5224247-02-23
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