Service Improvement Officer

Applefields School; Harrogate; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

28 days annual leave

Local government pension scheme

Fitness discounts

Lifestyle discounts

Job summary

North Yorkshire Councils is seeking a Service Improvement Officer to drive service improvements within the Housing Improvement Team in North Yorkshire. You will translate performance data, tenant feedback and regulatory requirements into practical improvements that enhance services and compliance.

Role involves leading improvement projects, redesigning processes, and delivering measurable outcomes for tenants. A proactive, analytical mindset and collaborative approach are essential.

Qualifications

• Experience in service improvement, housing, compliance or local government services.
• Experience implementing performance frameworks and reporting solutions.
• Ability to turn data and insights into actionable improvements.
• Engaging stakeholders and influencing positive change.

Responsibilities

• Deliver improvement projects that support the Housing Improvement Plan and wider transformation programme.
• Use data, performance intelligence, complaints learning and customer insight to identify opportunities for service improvement.
• Work with colleagues across housing services to redesign processes and improve customer journeys.
• Support services to implement sustainable improvements that improve outcomes for tenants and meet regulatory expectations.
• Monitor and evaluate the impact of change, ensuring improvement activity delivers measurable results.

Skills

Analytical thinking

Change management

Data analysis

Stakeholder engagement

Project delivery

Job description

Help Shape Better Housing Services for North Yorkshire's Tenants

Do you enjoy using data, insight and customer feedback to make services better?

We're looking for a Service Improvement Officer to join our Housing Improvement Team and play a key role in delivering meaningful improvements for tenants across North Yorkshire.

Working at the heart of our Housing Improvement Programme, you'll help turn performance information, tenant feedback and regulatory requirements into practical improvements that enhance services, strengthen compliance and improve customer experiences.

This is a fantastic opportunity to influence how housing services are delivered, ensuring tenants remain at the centre of decision‑making and continuous improvement.

The Role

As a Service Improvement Officer, you will:

• Deliver improvement projects that support our Housing Improvement Plan and wider transformation programme.
• Use data, performance intelligence, complaints learning and customer insight to identify opportunities for service improvement.
• Work with colleagues across housing services to redesign processes and improve customer journeys.
• Support services to implement sustainable improvements that improve outcomes for tenants and meet regulatory expectations.
• Monitor and evaluate the impact of change, ensuring improvement activity delivers measurable results.

What We're Looking For

We are looking for someone who is analytical, proactive and passionate about improving services.

You may have experience of:

• Service improvement, housing, compliance or local government services.
• Implementing performance frameworks, reporting solutions or data-driven improvements.
• Business analysis, change management or project delivery.
• Using data and insight to identify trends, risks and opportunities.
• Engaging stakeholders and influencing positive change.

Most importantly, you'll be able to turn evidence into action and work collaboratively to improve services for customers.

Why Join Us?

This is your opportunity to help deliver one of the most ambitious housing improvement programmes in local government, making a tangible difference to the services tenants receive every day.

If you're motivated by improving outcomes, solving problems and delivering lasting change, we'd love to hear from you.

Working for us

When you join us, you are entitled to our outstanding benefits and wellbeing plan as part of your position.

• Our holiday entitlement starts at 28 days rising to 34 days (pro-rata) per year with continued service, plus public holidays.
• Pension: save for your retirement with our generous local government pension scheme
• Fitness & Rewards: Fitness discounts with various Gyms across the county. Stay on top of your game and save £££.
• Lifestyle Savings: explore a huge range of discounts to help you save money across hundreds of the UK’s favourite high‐street and online retailers.

NYC are committed to directly recruiting staff and will not accept applications nor services from agency suppliers in respect of our vacancies.

We are committed to meeting the needs of our diverse community and aim to have a workforce reflecting this diversity. We are also committed to safeguarding and promoting the welfare of children, young people and adults. We expect all staff and volunteers to share this commitment.

North Yorkshire Councils’ purpose is to deliver services and facilities to the diverse residents and visitors of North Yorkshire. To ensure we deliver inclusive services we strive to have a diverse workforce where everybody can be themselves by respecting differences and embedding equality of opportunity. We celebrate diversity and recognise each other’s contributions; we therefore welcome applications from individuals of all backgrounds.