Customer Service Improvement Officer Godalming £18 - £22 per hour Contract 4 -5 months - Hybrid working 3-4 days in the office Service: Strategic Housing and Delivery
Team: Service Improvement Reporting to: Service Improvement Manager Customer Service Improvement Officer - PRINCIPAL PURPOSE OF THE ROLE
To support continuous improvement in the housing services by providing staff, tenants, other customers and stakeholders with a policy development, research, performance evaluation and monitoring resource.
Customer Service Improvement Officer - MAIN DUTIES AND ACCOUNTABILITIES Co-ordinate and support individual service reviews and assist with arrangements to meet statutory regulations.
Collect, analyse and report on housing service policies, procedures and performance data with a view to identifying areas for improvement
Carry out research into how other organisations provide equivalent services and report on examples of best practice for service reviews and other initiatives
Assist with collection and submission of data required for benchmarking, carry out benchmarking exercises on-line and produce reports of results for service reviews and as required by service managers
Carry out research with tenants, other customers and stakeholders including online, postal and telephone surveys, focus groups, face-to-face interviews etc. connected with service reviews and other initiatives
Co-ordinate arrangements for Tenants Satisfaction Survey and development of proposals to act on findings
Monitor, evaluate and report on progress towards implementation of improvement plans following service reviews
Produce user-friendly information for customers, staff and external stakeholders about performance and service developments
Assist in the management of the housing service content on the Councils website and intranet
Collect, analyse and report on performance indicators and related information
Analyse and produce reports on new Government policies and initiatives
Undertake any other duties as may be assigned from time to time commensurate with the grade of the post
Business Continuity
Play a pivotal role in business continuity planning and should the need arise assist in ensuring business recovery of key service provision in a 24 hour window. Health and Safety
Comply with all Health and safety legislation for your area of work, ensuring that risks are identified, managed and monitored as required
DIMENSIONS OF THE ROLE
Support service managers and operational staff with project managing improvement initiatives and reviews Liaison with other services of the Council and external agencies, including consultants Analysis of guidance produced by MHCLG, Chartered Institute of Housing, Homes and Communities Agency, National Housing Federation and others Producing reports on research and review findings, policy development and performance matters
AREAS OF ACCOUNTABILITY/PROBLEM SOLVING - DECISION MAKING / SCOPE FOR IMPACT
Co-ordination of service reviews and other improvement initiatives, involving customers, staff and external stakeholders Developing proposals for improving services and assisting with implementation. Carrying out research with customers and other stakeholders
CUSTOMERS AND CONTACTS
Customer Service Improvement Officer - INTERNAL Service Improvement Manager
Head of Housing Operations
Head of Housing Strategy and Delivery
Orchard System Project Officer
Tenant Involvement Officer
Housing Service Managers
All housing staff.
IT Development Manager
Project Manager (Housing Systems)
Website Manager
Customer Service Improvement Officer - EXTERNAL Tenants and other customers
MHCLG and other Government departments
Registered Social Landlords
Homes and Communities Agency
Chartered Institute of Housing
Consultants
TPBN1_UKTJ