Performance Improvement & Insight Officer

Critical Project Resourcing Ltd; Guildford; On-site; GBP 60,000 - 80,000; Full time

Job summary

Ein innovativer lokaler Dienstleister sucht einen Performance Improvement & Insight Officer, um die Dienstleistungen im Wohnungswesen zu optimieren. In dieser Schlüsselrolle gestalten Sie die Dienstleistungen aus der Perspektive der Kunden und liefern robuste Leistungsmanagementrahmen. Sie nutzen datengestützte Erkenntnisse, um die Serviceverbesserung voranzutreiben und strategische Entscheidungen zu informieren. Diese Position bietet die Möglichkeit, einen bedeutenden Einfluss auf die Qualität der Dienstleistungen zu nehmen und die Effizienz innerhalb der Organisation zu steigern. Wenn Sie leidenschaftlich daran interessiert sind, die Leistung zu verbessern und Veränderungen voranzutreiben, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Erfahrung im Projekt- und Programmmanagement mit Schwerpunkt auf Prozessengineering.
• Nachgewiesene Fähigkeit zur Entwicklung effektiver Überwachungs- und Berichtsrahmen.

Responsibilities

• Entwicklung eines umfassenden Leistungsmanagementrahmens zur kontinuierlichen Verbesserung.
• Leitung der Entwicklung und Überwachung von Leistungs- und Einsichtsdaten.

Skills

Projektmanagement

Prozessengineering

Leistungsmanagement

Datenanalyse

Job description

Performance Improvement & Insight Officer

Location: Surrey
Rate: £282.17 per day (Umbrella)

A Local Authority in Surrey is seeking a Performance Improvement & Insight Officer to join their newly established Business Insight and Improvement Team within the Housing department. This pivotal role focuses on shaping housing services from the customer’s perspective, delivering robust performance management frameworks, and using data-driven insights to drive service improvement and inform strategic decisions.

Key Responsibilities:

• Design and deliver a comprehensive performance management framework that promotes continuous improvement, drives accountability, and informs decision-making.
• Lead the development, reporting, and monitoring of performance and insight data, ensuring accessible and accurate information underpins business and service-level decisions.
• Support the creation of policies and procedures, including the Council’s approach to complaints and resolution.
• Deliver a specialist service with high standards of advice and case resolution across a range of complexity.
• Ensure compliance with statutory regulations, professional codes of practice, and internal Council policy.
• Drive and deliver projects, interventions, and improvement initiatives, aligning closely with corporate and business plans.
• Support the upskilling of Case Management and Customer Services teams to ensure high-quality enquiry and case handling.

Essential Skills & Experience:

• Proven ability in project and programme management, particularly with a focus on process engineering.
• Significant experience in performance management, including the development of effective monitoring and reporting frameworks.
• Experience leading or contributing to recognised performance regimes such as ISO 9000 or the European Framework for Quality Management (EFQM).
• Demonstrated use of performance data to enhance business performance, regulatory compliance, and public perception.
• Experience within social housing or Local Government is beneficial but not essential.