Tenant Insight & Service Improvement Lead

Wollborg Michelson Personnel Service Inc; Oldbury; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid working

37 hours per week

Job summary

Sandwell Metropolitan Borough Council is seeking a Tenancy Insight Manager to lead the Housing Management team. You will shape customer insight, performance and compliance to influence decisions and improve tenant outcomes.

You will guide a specialist team, translate insights into service improvements and drive housing strategies, consultation responses and policy development. The role is hybrid with both office-based and remote work.

Qualifications

• 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 and operational 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.

Responsibilities

• 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.

Skills

Leadership

Data analysis

Stakeholder engagement

Presentation skills

Problem solving

Education

Degree or equivalent

Tools

Data dashboards

Reporting tools

Job description

Sandwell Metropolitan Borough Council is seeking a Tenancy Insight Manager to lead the Housing Management team. You will shape customer insight, performance and compliance to influence decisions and improve tenant outcomes.

You will guide a specialist team, translate insights into service improvements and drive housing strategies, consultation responses and policy development. The role is hybrid with both office-based and remote work.