Tenancy Insight Manager

Sandwell Metropolitan Borough Council; West Midlands; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

Sandwell Metropolitan Borough Council is seeking a Tenancy Insight Manager to lead the Housing Management team. You will shape how customer insight, service performance and regulatory compliance drive decision making, ensuring tenants are at the heart of service delivery.

Working with senior leaders and partners, you will use insight, data analysis and customer engagement to identify improvement opportunities, develop housing strategies and translate learning into practical service enhancements.

Qualifications

• Degree level or equivalent experience directly relevant to the post.
• Significant frontline service experience.
• Management/leadership qualification or equivalent experience.
• Experience leading service improvement, insight, performance or assurance functions.
• Skilled at analysing and interpreting complex data to drive service improvements.
• Experience managing teams.
• Experience of audits, reviews or assurance activities.
• Experience developing policies, strategies or business improvement initiatives.
• Ability to influence senior stakeholders with evidence.
• Excellent communication and presentation skills.
• Knowledge of regulatory requirements, governance and performance management principles.

Responsibilities

• Lead and develop a high-performing team for customer insight, service assurance and performance analysis.
• Analyse complex data, customer feedback and tenant satisfaction information to identify trends, risks and opportunities for service improvement.
• Develop and maintain systems, dashboards and reporting tools that support data-driven decision making.
• Lead programmes of audits, investigations and service reviews to ensure services are compliant, fair, consistent and customer focused.
• Oversee the collection and analysis of customer insight and ensure learning is translated into meaningful service improvements.
• Lead the development of housing strategies, policies and consultation responses on housing-related matters.
• Work with service areas to develop improvement plans, challenge performance constructively and embed a culture of continuous improvement.
• Support customer engagement initiatives, ensuring tenant views influence decision making and service design.
• Ensure services are aligned with regulatory standards, legislation and best practice across the housing sector.

Skills

Data analysis

Leadership

Stakeholder engagement

Presentation skills

Strategic thinking

Problem solving

Policy development

Education

Degree in a relevant field

Job description

We have an exciting opportunity for a Tenancy Insight Manager to join our Housing Management team.

This is a key leadership role responsible for shaping how customer insight, service performance and regulatory compliance drive decision making across our housing services. You will lead a specialist team to ensure that the voice of the customer is at the heart of service delivery, while providing the intelligence, assurance and evidence needed to continuously improve outcomes for tenants.

Working closely with senior leaders, councillors and partners, you will use insight, data analysis, customer feedback and service assurance activities to identify opportunities for improvement, influence strategic direction and ensure services meet regulatory expectations. You will also lead on housing-related research, policy development and customer engagement activities that support the Council's vision of delivering high-quality, customer-focused services.

You will be expected to:

• Lead and develop a high-performing team responsible for customer insight, service assurance and performance analysis.
• Analyse complex data, customer feedback and tenant satisfaction information to identify trends, risks and opportunities for service improvement.
• Develop and maintain systems, dashboards and reporting tools that support data-driven decision making.
• Lead programmes of audits, investigations and service reviews to ensure services are compliant, fair, consistent and customer focused.
• Oversee the collection and analysis of customer insight and ensure learning is translated into meaningful service improvements.
• Lead the development of housing strategies, policies and consultation responses on housing-related matters.
• Work with service areas to develop improvement plans, challenge performance constructively and embed a culture of continuous improvement.
• Support customer engagement initiatives, ensuring tenant views influence decision making and service design.
• Ensure services are aligned with regulatory standards, legislation and best practice across the housing sector.

Essential Requirements:

You will:

• Be educated to degree level or equivalent experience directly relevant to the post.
• Have significant experience of working in a frontline service environment.
• Hold a management / leadership qualification or equivalent experience of strategic andoperational development and problem solving.
• Have significant experience of leading service improvement, insight, performance or assurance functions within a customer-focused environment.
• Be highly skilled in analysing and interpreting complex data to drive service improvements and strategic decision making.
• Have experience of managing and developing successful teams.
• Demonstrate experience of undertaking audits, reviews or assurance activities to assess compliance, consistency and service quality.
• Have experience of developing policies, strategies or business improvement initiatives.
• Be able to influence and challenge senior stakeholders constructively using evidence and insight.
• Have excellent communication and presentation skills, with the ability to engage a wide range of audiences.
• Have knowledge of regulatory requirements, governance and performance management principles.

Additional Information:

• This is a full-time position requiring 37 hours of work per week.
• Interviews will take place the end October and the start of November.
• This is a hybrid working role, offering a combination of office-based and remote working.