Service Improvement Officer

Service Improvement Officer £37,015 per annum plus opportunity to earn up to 5% performance related pay (salary pending pay increase)Contract: Full-time, permanentLocation: Hale Village, London, N17Newlon Housing Trust is a successful charitable housing association and one of the major providers of new affordable housing in north and east London. We are looking for someone with a successful track record of working in a service delivery environment, to contribute to continuous service improvement across the Housing Department.This will be achieved by proactively identifying opportunities for enhancement and supporting their implementation.You will manage all Ombudsman communications, conduct quality audits and review and update policies, procedures and standard letters to reflect best practice and current legislation, helping drive service improvement .Taking ownership of issues within your remit, you will prioritise workloads to deliver swift solutions for customers and work collaboratively across teams to achieve the highest standards of service. You will also undertake specific projects aimed at improving services and supporting organisational objectives.In addition to your expertise in service delivery, you will have a strong customer focus, enabling you to understand and meet diverse customer needs in a respectful, empathetic and supportive way.You will have excellent judgement and decision making skills, as well as the ability to present and interpret statistical ..... full job details .....