Housing Services Transformation Lead

Zohorecruit; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Lambeth Council seeks a seasoned Housing Service Improvement Lead to spearhead a major enhancement programme within Housing Services. The role combines strategic and operational leadership to improve complaint management, customer satisfaction, regulatory adherence, and service efficiency.

Collaboration with senior housing leadership is required to drive improvement initiatives and governance in a London Borough setting.

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.
• Excellent stakeholder management and influencing skills.

Responsibilities

• Spearhead the implementation of the Housing Complaints Improvement Plan.
• Improve 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 Housing Ombudsman recommendations.
• 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 risks, barriers, and dependencies.
• Utilise complaints data and feedback to identify opportunities.
• Conduct workshops and stakeholder engagement activities.
• Support service redesign and transformation initiatives.
• Foster a culture of continuous improvement and accountability.

Skills

Programme management

Stakeholder management

Change management

Performance improvement

Public sector/Housing sector knowledge

Communication and facilitation

Job description

Lambeth Council seeks a seasoned Housing Service Improvement Lead to spearhead a major enhancement programme within Housing Services. The role combines strategic and operational leadership to improve complaint management, customer satisfaction, regulatory adherence, and service efficiency.

Collaboration with senior housing leadership is required to drive improvement initiatives and governance in a London Borough setting.