Head of Tenant Insight & Service Improvement

Sandwell Metropolitan Borough Council; West Midlands; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

Sandwell Metropolitan Borough Council is seeking a Tenancy Insight Manager to lead the Housing Management team. You will shape how customer insight, service performance and regulatory compliance drive decision making, ensuring tenants are at the heart of service delivery.

Working with senior leaders and partners, you will use insight, data analysis and customer engagement to identify improvement opportunities, develop housing strategies and translate learning into practical service enhancements.

Qualifications

• Degree level or equivalent experience directly relevant to the post.
• Significant frontline service experience.
• Management/leadership qualification or equivalent experience.
• Experience leading service improvement, insight, performance or assurance functions.
• Skilled at analysing and interpreting complex data to drive service improvements.
• Experience managing teams.
• Experience of audits, reviews or assurance activities.
• Experience developing policies, strategies or business improvement initiatives.
• Ability to influence senior stakeholders with evidence.
• Excellent communication and presentation skills.
• Knowledge of regulatory requirements, governance and performance management principles.

Responsibilities

• Lead and develop a high-performing team for customer insight, service assurance and performance analysis.
• Analyse complex data, customer feedback and tenant satisfaction information to identify trends, risks and opportunities for service improvement.
• Develop and maintain systems, dashboards and reporting tools that support data-driven decision making.
• Lead programmes of audits, investigations and service reviews to ensure services are compliant, fair, consistent and customer focused.
• Oversee the collection and analysis of customer insight and ensure learning is translated into meaningful service improvements.
• Lead the development of housing strategies, policies and consultation responses on housing-related matters.
• Work with service areas to develop improvement plans, challenge performance constructively and embed a culture of continuous improvement.
• Support customer engagement initiatives, ensuring tenant views influence decision making and service design.
• Ensure services are aligned with regulatory standards, legislation and best practice across the housing sector.

Skills

Data analysis

Leadership

Stakeholder engagement

Presentation skills

Strategic thinking

Problem solving

Policy development

Education

Degree in a relevant field

Job description

Sandwell Metropolitan Borough Council is seeking a Tenancy Insight Manager to lead the Housing Management team. You will shape how customer insight, service performance and regulatory compliance drive decision making, ensuring tenants are at the heart of service delivery.

Working with senior leaders and partners, you will use insight, data analysis and customer engagement to identify improvement opportunities, develop housing strategies and translate learning into practical service enhancements.