Service Improvement & Customer Experience Lead

West Lothian Council; Livingston; On-site; GBP 40,000 - 64,000; Full time

Job summary

West Lothian Council is seeking a proactive leader for the HCBS Performance and Change Service. You will oversee customer experience, Landlord Registration functions and staff, driving improvements and ensuring regulatory compliance. Strong data analysis, communication and stakeholder engagement are essential.

The role includes line management of service-improvement teams and coordinating cross-service projects to deliver excellent outcomes for residents across Scotland.

Qualifications

• Chartered Institute of Housing Level 2 or equivalent, or recent frontline housing/customer experience.
• Proven ability to manage multiple activities to tight deadlines.
• Strong communication, negotiation and presentation capabilities.

Responsibilities

• Lead on service development projects to improve outcomes and performance.
• Oversee implementation of change and improvements with a customer-focused approach.
• Plan, review and coordinate service communications across multiple channels.

Skills

Communication skills

Negotiation

Presentation skills

Lean/Agile

Data analysis

Relationship building

Time management

Digital literacy

Education

Chartered Institute of Housing Level 2 or equivalent

Tools

MRI Open Housing

Verint CRM

Objective

Microsoft 365 (Power BI)

Job description

West Lothian Council is seeking a proactive leader for the HCBS Performance and Change Service. You will oversee customer experience, Landlord Registration functions and staff, driving improvements and ensuring regulatory compliance. Strong data analysis, communication and stakeholder engagement are essential.

The role includes line management of service-improvement teams and coordinating cross-service projects to deliver excellent outcomes for residents across Scotland.