Customer Service Officer

Customer Service Improvement Officer Godalming c£ 24 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