Role: Service Improvement Officer
Hours: 35 hours per week, Monday-Friday
Salary: £33,523-£41,904 per annum plus £2272 car allowance per annum (salary offered dependent on experience)
Contract: Permanent
You will be supporting the development of compliance, service improvement, performance and policy across Housing and Customer services (including performance management information) to support the delivery of a focused, compliant and quality service. You will also be working on key projects such as the Empty Homes & Allocations Service.
A strong understanding of landlord, leasehold and tenant legislation and best practice in the field, in relation to all tenure types is essential.
We support agile working, so you’ll be provided all IT equipment to work flexibly between your home and at our Dartford office.
Who are we?
Moat are one of the top 30 housing associations in England, with homes spread across London, Kent, Essex and Sussex. Our financial strength puts us in a good position to rise to challenges and plan for the future. We have released our new corporate strategy, so it’s an exciting time to join Moat! This involves being customer pioneers, investing in new and existing homes, putting safety and quality first.
We are also proud to announce that we have been awarded an accreditation for ‘The Sunday Times Best Places to Work’ 2024, based on our employee feedback.
Your key tasks will include:
• Ensuring that customer satisfaction is at the heart of all service improvements and areas of underperformance are challenged.
• Being involved in customer focus groups, discussions with our customers and advocates to understand and drive improvements.
• Promoting a culture of continuous improvement and data-driven decision-making and provide training and/or mentoring to develop the capability of colleagues in these areas.
• Collaborating with colleagues to produce performance reporting on behalf of neighbourhoods.
• Completing process maps, standard operating procedures and policy and procedures collaboratively with colleagues and customers.
• Proactively creating insight about performance, through the analysis of data, insight reports, best practice and complaint learnings. To identify new ways of working (from within and outside of the sector) that deliver service improvements.
• Providing the business with end-to-end change support, ensuring that changes are embedded and that any disruption from change is minimised.
• Covering for the Neighbourhood and customer improvement manager when necessary.
You will have:
• A thorough understanding of landlord, leasehold and tenant legislation and best practice in the field, in relation to all tenure types.
• An understanding of the regulatory framework and good practice within the housing sector.
• A strong analytical and data skills and ideally advanced Microsoft Excel skills.
• Great communication skills, confident in writing reports, preparing presentations and visual information. Confident in delivering presentations to a variety of audiences.
• Great interpersonal skills, able to build trusting relationships with colleagues, customers and stakeholders.
• Professional curiosity and ability to solve complex problems and spot trends, while generating solutions in a fast-paced environment.
• Passion and enthusiasm to drive and deliver business improvement, a “can do” attitude is essential, engaging in a culture of continuous learning and development.
It is beneficial, but not essential if you also have:
• Experience of managing risk, issues, and dependencies within a complex programme.
• A relevant Housing qualification.
• A Project Management qualification.
In return, you will receive:
A range of benefits. For more info, check out our employee benefits video here: Our employee benefits: what we can offer you (youtube.com)
Want to know more about Moat?
Check out our social media feeds!
Twitter: @moathomes
Instagram: @moathomes
Interested in applying? We want to hear from you!
If interested, please apply by 11pm on Monday 2 December 2024.
We encourage you to apply early, as we may close the advert before this date if we receive good interest. We're looking forward to reading your application!
Please note, we are no longer accepting CV’s as part of the recruitment process. All candidates must now submit an application form on our Careers website.
Please also note, we are unable to offer sponsorship at this time.
If you require any reasonable adjustments to the recruitment process, please contact peopleservices@moat.co.uk
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .