At a Glance
- Tasks: Lead transformative housing service improvements and enhance customer satisfaction.
- Company: Civic Recruitment Limited, dedicated to innovative recruitment solutions.
- Benefits: 6-month contract, hybrid working, bi-weekly pay, and strategic leadership opportunities.
- Other info: Collaborate with senior leaders and drive lasting change in public services.
- Why this job: Make a real impact on housing services in a major London borough.
- Qualifications: Extensive experience in service improvement and strong project management skills.
The predicted salary is between 62100 - 75900 $ per year.
Lambeth Council is in search of a seasoned Housing Service Improvement Lead to spearhead a significant enhancement programme within Housing Services. This pivotal role combines strategic and operational leadership to achieve lasting improvements in complaint management, customer satisfaction, regulatory adherence, and service efficiency. The chosen candidate will be instrumental in executing the Housing Complaints Improvement Plan, collaborating across Housing Services to drive improvement initiatives, enhance governance, and foster a culture of accountability and continuous enhancement.
In collaboration with the Director of Housing Operations and the Assistant Director for Strategic Partnerships & Programmes, you will oversee and coordinate improvement efforts stemming from Housing Ombudsman findings, regulatory mandates, service evaluations, customer insights, and performance metrics. Your role will encompass strategic oversight, programme management, performance assurance, and stakeholder leadership to ensure that improvements are effectively integrated and maintained within Housing Services.
Key Responsibilities
- Spearhead the implementation of the Housing Complaints Improvement Plan.
- Enhance the quality, consistency, and timeliness of complaint handling.
- Elevate customer experience across Housing Services.
- Manage a portfolio of service improvement projects.
- Ensure effective implementation of recommendations from Housing Ombudsman investigations.
- Lead performance recovery and enhancement activities.
- Develop and execute performance measures, reporting frameworks, and improvement plans.
- Oversee programme governance and provide assurance on delivery progress.
- Identify and address risks, barriers, and dependencies.
- Utilize complaints data, customer feedback, and performance information to pinpoint improvement opportunities.
- Conduct workshops, improvement sessions, and stakeholder engagement activities.
- Support service redesign and transformation initiatives.
- Foster a culture of continuous improvement, accountability, and customer focus within Housing Services.
- Collaborate with senior leaders, operational managers, and corporate services to achieve sustainable improvements.
Requirements
- Extensive experience in leading complex service improvement, transformation, or performance recovery programmes.
- Experience in Local Government, Social Housing, Housing Services, Customer-Facing Public Services.
- Strong programme and project management skills.
- Demonstrated success in delivering measurable service improvements.
- Experience in enhancing complaints handling and customer experience.
- Solid understanding of performance management and governance frameworks.
- Experience with regulatory frameworks and compliance requirements.
- Ability to analyze performance data and develop improvement solutions.
- Excellent stakeholder management and influencing skills.
- Experience working with senior leaders and managing complex organizational change.
- Strong communication, presentation, and facilitation skills.
- Familiarity with Housing Ombudsman requirements and complaint handling standards.
- Experience in Housing Management or Housing Operations.
- Experience leading regulatory improvement programmes.
- Experience in delivering housing service transformation initiatives.
What's on Offer?
- 6 Month Contract
- Hybrid Working
- Bi-Weekly Pay
- Opportunity to lead a high-profile housing improvement programme.
- Strategic role working directly with senior Housing leadership.
- Significant influence over customer experience, complaints performance, and service transformation.
- Opportunity to drive lasting improvements across a major London Borough Housing Service.
Housing Service Improvement Lead in Elgin employer: Civic Recruitment Limited
Civic Recruitment Limited is an exceptional employer that values strategic financial leadership and offers a collaborative work culture focused on service transformation within the public sector. Employees benefit from ongoing professional development opportunities, a supportive environment for career growth, and the chance to make a meaningful impact in the Education & Inclusion Directorate, particularly in High Needs and SEND services.
