Strategic Housing Improvement Lead

Civic Recruitment Limited; Lambeth; Hybride; CAD 113 000 - 170 000; Plein temps

Avantages offerts par ce poste

Hybrid Working

Bi-Weekly Pay

Lead Major Programme

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Programme management

Stakeholder management

Change management

Data analysis

Communication

Facilitation

Description du poste

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.