Senior Housing Complaints & Service Improvement Lead

Carrington Blake Recruitment; Greater London; Hybrid; GBP 50,000 - 65,000; Full time

Job summary

We are looking for an experienced Service Improvement Lead to join the Housing Directorate for a 6-month placement. The successful candidate will lead a high-profile programme of improvement across Housing, with a particular focus on complaints handling, customer experience, performance and regulatory compliance.

You will take the lead on the Housing Complaints Improvement Plan, ensuring agreed actions are delivered effectively and improvements are embedded across the service.

Qualifications

• Experience leading complex service improvement, transformation or performance recovery programmes.
• Strong understanding of complaints and regulatory improvement in public services.

Responsibilities

• Lead the delivery of the Housing Complaints Improvement Plan.
• Coordinate improvement actions arising from service reviews, performance analysis and findings.
• Drive improvements in the quality, timeliness and consistency of complaint responses.
• Ensure recommendations arising from Housing Ombudsman investigations and regulatory expectations are implemented.
• Develop performance measures, reporting arrangements and improvement plans.
• Monitor progress, risks, dependencies and barriers, taking corrective action where required.
• Coordinate stakeholders across Housing and corporate teams.
• Provide governance, reporting and assurance to senior Housing leadership.
• Use complaints data, customer feedback and performance information to identify areas for improvement.
• Facilitate improvement workshops, engagement sessions and discussions with senior stakeholders.
• Promote a culture of learning, accountability and continuous improvement across Housing Services.
• Support the delivery of longer-term improvements arising from complaints and customer insight.

Skills

Programme management

Stakeholder management

Service improvement

Communication

Facilitation

Analytical thinking

Problem solving

Job description

We are looking for an experienced Service Improvement Lead to join the Housing Directorate for a 6-month placement. The successful candidate will lead a high-profile programme of improvement across Housing, with a particular focus on complaints handling, customer experience, performance and regulatory compliance.

You will take the lead on the Housing Complaints Improvement Plan, ensuring agreed actions are delivered effectively and improvements are embedded across the service.