Tenant Insight & Service Transformation Lead

Sandwell Metropolitan Borough Council

West Midlands

On-site

GBP 28,000 - 36,000

Full time

4 days ago

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Job summary

Sandwell Metropolitan Borough Council in the West Midlands is seeking a Tenancy Insight Officer to join our Housing Management team. You will lead on service improvement via customer insight, data and evidence-based decision making, helping to shape housing services and drive efficiency.

You will analyse customer feedback and performance data, produce reports and briefings for stakeholders, review policies, and support digital transformation that enables self-service for tenants and more

Qualifications

Two years' experience delivering service improvement or transformation projects.
Confident analysing data and presenting information to varied audiences.
Experience working with internal and external stakeholders.
Ability to work on own initiative and manage competing priorities.

Responsibilities

Analyse customer feedback, performance information and service data to identify opportunities for improvement.
Lead and support projects that enhance customer experience and service delivery.
Produce reports and presentations that support evidence-based decision making.
Review policies, procedures and service standards to reflect best practice and customer needs.
Carry out audits and reviews to ensure fair, consistent and compliant service delivery.
Support digital transformation initiatives that improve efficiency and enable customer self-service.