Head of Service Improvement Rbkc608561

4 weeks ago

London, United Kingdom London Tri-Borough Councils Full time

**Job Summary**:
**Salary range**:£62,502 - £71,445 per annum (Pending pay award)
**Work location**: London
**Hours per week**: 36
**Contract type**: Permanent
**Closing date**: 21st May 2023
**Interview date**: Week commencing 29th May 2023

**About Us**:
**Make change happen - put our residents first as we transform our services for the future.**

The Royal Borough of Kensington and Chelsea is a vibrant place in which we are committed to delivering a better future for everyone. We put our residents at the heart of our decision-making and work hard to provide quality services that address everyone’s needs. People here come from every conceivable background to form the most dynamic of communities and we must continue to improve our services so that everyone can benefit. We want our housing service to be the best in the country, with robust services that ensure we provide the best for our tenants.

**The Role**:
You will create long-term strategies and plans to improve customer service and drive service excellence. In addition, you will oversee our response to changes in regulations and laws, lead the team providing support to the Housing Management staff, and lead in improving services across the business.

As Head of Service Improvement, you will lead the development, implementation, and review of a comprehensive suite of our policy and procedure framework for managing and measuring the performance and outcomes of the Housing Management department. It is an excellent opportunity to improve the quality of our residents’ lives and see real, tangible benefits by ensuring our work runs smoothly and complies with regulations.

Our residents must be at the heart of our work. As such, you will use their feedback to make changes, take responsibility for all customer insight projects and be a service improvement champion across the department. You’ll work across divisions and hierarchies, building partnerships and alliances to draw resources together to achieve successful outcomes.

The role requires you to keep up-to-date on all legislation and best practices relevant to the department’s activities so that these are reflected in all our strategies, policies, procedures, approaches and frameworks.

This is a 50-50 hybrid role, encouraging office work to the benefit of service output. You will join a close-knit, friendly and growing team currently comprising five people with a larger network of supportive colleagues.

Please refer to the **Job Description** for more information

**About You**:
For this role, resilience is key. We are looking for someone who can drive the delivery of continuous improvement within the department using data and lessons learned in the past.

You’ll have used benchmarking to drive up performance, understand strategy, policy development and risk management, and be able to communicate effectively with people inside and outside of the business at all levels.

You will need to make sound decisions based on the analysis of data and information and present findings from qualitative and quantitative data. In addition, you’ll set priorities and targets and must be able to work to meet service standards. You will have excellent communication and IT skills and be able to communicate and challenge your colleagues and peers effectively.

The information you work with involves a high level of confidentiality and discretion, and you must be able to deal with it tactfully.

In return, you can look forward to a package that includes a competitive salary, a high-quality pension scheme and generous annual leave plus bank holidays.

As part of the selection process, you will be required to conduct online assessments that will be used in the decision-making process. You will be required to complete the online assessments in advance of the interview.

**Application process**

**Additional information**

We are a Disability Confident Employer - committed to ensuring that our recruitment and selection process is inclusive and accessible.

We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.

This post is covered by the Fluency Duty, as outlined in the Code of Practice on the English language requirements for public sector workers.

We do not accept speculative CVs from any source.

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