Housing Service Improvement Lead

Zohorecruit; Lambeth; Hybrid; CAD 113,000 - 170,000; Full time

Benefits offered by this job

Hybrid Working

Bi-Weekly Pay

Lead Major Programme

Job summary

Civic Recruitment Limited is seeking a seasoned Housing Service Improvement Lead for Lambeth to drive a major improvement programme within Housing Services. The role combines strategic oversight with hands-on delivery, focusing on complaints handling, governance, and customer experience.

Reporting to senior housing leadership, you will coordinate cross-functional workstreams, manage complex transformation initiatives, and ensure sustainable improvements across the service.

Qualifications

• Extensive experience in leading complex service improvement, transformation, or performance recovery programmes.
• Strong programme and project management skills.
• Experience in enhancing complaints handling and customer experience.
• Solid understanding of performance management and governance frameworks.
• Experience with regulatory frameworks and compliance requirements.

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.

Skills

Programme management

Stakeholder management

Change management

Data analysis

Communication

Facilitation

Job description

Lambeth, United Kingdom | Posted on 02/10/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well-positioned to cater to the specific needs of both public and private sectors.

Job Description

Location: 6 Brixton Hill, London, Lambeth, SW2 1RW

Contract: 6 Month Contract

Hours: Full Time

Summary

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. This position is ideal for a professional with a proven history of implementing impactful changes in local government, housing, or customer-centric public services.

About the Role

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.
  

Ideal candidates may have experience as a Service Improvement Lead, Transformation Manager, Programme Manager, Housing Improvement Manager, Housing Transformation Lead, Performance Improvement Manager, Complaints Improvement Lead, Strategic Improvement Manager, or Head of Service Improvement.