Service Improvement Manager

Eden Brown are seeking a highly experienced Service Improvement Manager working for a well known Housing Association in Lancashire

Being fully responsible managing and mentoring 3 staff you will have extensive Customer Service/ and or Complaints experience

Service Improvement Manager - Job Description

• Oversee and manage the operational delivery of your team, ensuring effective management of resources to meet performance targets and goals.

• Recruit, lead, inspire and develop a team of Officers to support the delivery of the Service Transformation Strategy, setting clear objectives and targets to ensure the desired outcomes are achieved.

• Ensure meaningful and timely data is collected across the widest possible range of insight channels, including but not limited to, complaints and service recovery requests, tenant perception and satisfaction surveys, Speak Out referrals and mystery shopping.

• Analyse and interrogate insight from all channels to identify trends and facilitate data-driven decisions to assist the business to embrace lessons learnt, avoid repeat issues, enhance performance, and ensure customer feedback is at the centre of service improvement.

• Support service managers in using customer insight and feedback to identify trends, highlight areas for development, and inform continuous service improvement.

• Produce relevant reports, dashboards and information regarding customer insight and performance in an easy-to-understand format for a range of stakeholders including business managers and relevant tenant committees.

• Oversee the management of the complaints process, ensuring it is accessible and easy for customers to use, issues are addressed and responded to quickly, and they remain compliant with the Housing Ombudsman''s Complaint Handling Code.

• Lead on scrutiny function, using insight to identify and suggest suitable timely topics for Central to consider. Support tenant committee to inform and oversee scrutiny exercises.

• Proactively respond and adapt to change and effectively manage conflicting priorities and deadlines that may arise to ensure key priorities are delivered on time and to an excellent standard.

• Provide expertise and knowledge to identify and recommend solutions, such as changes to policy and ways of working, that will increase customer satisfaction.

• Research best practice across the sector to identify lessons learnt and share this information to the wider business.

• Provide a consistently high standard of customer service to all internal and external customers, ensuring high levels of customer satisfaction are achieved.

Interested candidates will essentially have knowledge and experience across Customer Service/Complaints. Working in Housing isn''t essential however could be an advantage

Eden Brown is committed to equality in the workplace and is an equal opportunity employer.