Customer Service Improvement Officer
Location: Godalming
Salary: £24 per hour
Contract Duration: 4 - 5 months - Hybrid working (3-4 days in the office)
Service: Strategic Housing and Delivery
Team: Service Improvement
Reporting to: Service Improvement Manager
PRINCIPAL PURPOSE OF THE ROLE: To support continuous improvement in housing services by providing staff, tenants, other customers, and stakeholders with policy development, research, performance evaluation, and monitoring resources.
MAIN DUTIES AND ACCOUNTABILITIES:
1. Co-ordinate and support individual service reviews and assist with arrangements to meet statutory regulations.
2. Collect, analyse and report on housing service policies, procedures, and performance data to identify areas for improvement.
3. Carry out research into how other organisations provide equivalent services and report on examples of best practice.
4. Assist with collection and submission of data required for benchmarking; carry out benchmarking exercises online and produce reports for service reviews.
5. Conduct research with tenants, customers, and stakeholders through various methods including surveys and interviews.
6. Co-ordinate arrangements for the Tenants Satisfaction Survey and develop proposals based on findings.
7. Monitor, evaluate, and report on progress towards implementing improvement plans following service reviews.
8. Produce user-friendly information for customers, staff, and external stakeholders about performance and service developments.
9. Assist in managing the housing service content on the Council's website and intranet.
10. Collect, analyse, and report on performance indicators and related information.
11. Analyse and produce reports on new Government policies and initiatives.
12. Undertake any other duties as assigned commensurate with the grade of the post.
Business Continuity: Play a pivotal role in business continuity planning and 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:
1. Support service managers and operational staff with project managing improvement initiatives and reviews.
2. Liaison with other services of the Council and external agencies, including consultants.
3. Analysis of guidance produced by relevant housing authorities and agencies.
4. Producing reports on research and review findings, policy development, and performance matters.
AREAS OF ACCOUNTABILITY/PROBLEM SOLVING - DECISION MAKING / SCOPE FOR IMPACT:
1. Co-ordination of service reviews and other improvement initiatives involving customers, staff, and external stakeholders.
2. Developing proposals for improving services and assisting with implementation.
3. Carrying out research with customers and other stakeholders.
CUSTOMERS AND CONTACTS:
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
EXTERNAL:
* Tenants and other customers
* MHCLG and other Government departments
* Registered Social Landlords
* Homes and Communities Agency
* Chartered Institute of Housing
* Consultants
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