Service Improvement Lead

Service Improvement Lead

Department: Housing Management & Operations
Division: Housing Directorate
Grade: PO9
Contract: 6-month placement

About the Role

We are looking for an experienced Service Improvement Lead to join the Housing Directorate for a 6-month placement.

The successful candidate will lead a high-profile programme of improvement across Housing, with a particular focus on complaints handling, customer experience, performance and regulatory compliance.

You will take the lead on the Housing Complaints Improvement Plan, ensuring agreed actions are delivered effectively and improvements are embedded across the service.

This is a senior role requiring strong programme management, stakeholder engagement and service improvement experience, ideally within local government, social housing or another customer-facing public service.

Key Responsibilities

• Lead the delivery of the Housing Complaints Improvement Plan.
• Coordinate improvement actions arising from service reviews, performance analysis and findings.
• Drive improvements in the quality, timeliness and consistency of complaint responses.
• Ensure recommendations arising from Housing Ombudsman investigations and regulatory expectations are implemented.
• Develop performance measures, reporting arrangements and improvement plans.
• Monitor progress, risks, dependencies and barriers, taking corrective action where required.
• Coordinate stakeholders across Housing and corporate teams.
• Provide governance, reporting and assurance to senior Housing leadership.
• Use complaints data, customer feedback and performance information to identify areas for improvement.
• Facilitate improvement workshops, engagement sessions and discussions with senior stakeholders.
• Promote a culture of learning, accountability and continuous improvement across Housing Services.
• Support the delivery of longer-term improvements arising from complaints and customer insight.

About You

We are looking for someone with experience of leading complex service improvement, transformation or performance recovery programmes.

You will ideally have experience within local government, social housing or a customer-facing public-sector environment, with a strong understanding of complaints and regulatory improvement.

You should have:

• Strong programme and project management experience.
• Experience delivering measurable service improvements.
• Experience managing improvement plans and performance measures.
• Strong stakeholder management skills, including working with senior leaders.
• Experience managing risks, dependencies and competing priorities.
• Strong analytical and problem-solving skills.
• Experience using customer feedback and performance data to drive improvement.
• Excellent communication and facilitation skills.
• The ability to work confidently within complex organisational environments and deliver improvements at pace.

Key Experience

Particularly relevant experience includes:

Housing | Housing Complaints | Service Improvement | Transformation | Housing Ombudsman | Regulatory Compliance | Performance Improvement | Programme Management | Customer Experience | Governance