Director of Service Improvement

4 months ago

Frimley, United Kingdom ELM Group Full time

**_We are looking for a highly motivated, organised, and enthusiastic individual with a _**
**_proven record of delivering transformational change. We want you to propel our service _**
**_offering to the next level, engaging with and inspiring our team to deliver an outstanding _**
**_service for our customers. _**

**About the role**
We are ELM Group, a leading residential estate management company, with a management
portfolio of over 110 exclusive and beautifully landscaped developments, from the Cotswolds
and across the South of England. You will be joining at an exciting time for ELM Group which
is why we have created this new role of Director of Service Improvement joining our team in
Frimley. Customers both internal and external are our priority and you will be working closely
with the Chief Executive and other members of the Executive Team to deliver ELM Group’s
Strategic Plan. You will also be the driving force ensuring amazing service delivery from the
Teams with a focus on continuously improving our professionalism and talent to engage
positively.

**About you**
As a Director within the organisation the role will be key in the embedding of our
Organisational Values. You will be a real ambassador for our customers, be solution-focused,
and passionate about ensuring we deliver a professional service, enhance our productivity
and improve wherever possible. As postholder of the exciting new role you will lead the
effective operational performance of ELM, introducing new performance measures and
embedding these into everyday working. You will provide high quality professional advice to
the Executive and Senior Management Teams along with the wider teams, on all matters
related to our Residential Estate Management Service.

Ensuring that team structures and individuals are organised to achieve maximum
effectiveness in delivering ELM’S objectives will be a key focus, along with developing and
overseeing a policy framework for ELM’s service improvement and supporting business
development in line with the overall ELM strategy.

Hours: Monday-Friday, 9:00am-5:00pm, 35 hours per week

**Salary**: Circa £55K + car allowance

**General Responsibilities**
- To take responsibility for the delivery of specific change and transformation projects.
- Lead the effective operational performance of ELM, introducing new performance

measures and embedding these into everyday working.
- Ensure effective performance management and reporting systems are in place at all levels

of ELM, working in close conjunction with the Human Resources Team.
- Lead the development and use agreed benchmarks to evaluate the quality, safety, and

effectiveness of ELM’s services and to inform the development of strategic policy and

operational objectives, to drive improvement and efficiency and report this to the Board.
- Lead on the commercial aspects of third-party relationships, managing the engagement

process with strategic stakeholders
- Hold executive responsibility for key functions across ELM including customer services,

operations, human resources, and marketing.

There may be additional tasks that are specific
to this role, if you are shortlisted, we will advise you of these at interview.

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