**Internal Staff Only*** Service Improvement Team Leader - Cambridge
***This is an internal role only***
We are looking for a proactive and experienced Service Improvement Team Leader to join our City Services team. This is an exciting opportunity to lead a small but dynamic team, driving continuous improvement across housing services while ensuring our residents receive a high-quality, customer-focused experience.
You will play a key role in supporting the delivery of safe, clean and accessible homes for our tenants and leaseholders, while helping the service adapt to changing legislation and best practice.
What You’ll Be Doing
- Leading and managing a team of administrative and damp & mould officers
- Supporting complaints handling, FOI requests, and disrepair case management
- Driving improvements in service delivery and reducing customer complaints
- Monitoring compliance with housing legislation and regulatory requirements
- Working closely with legal, housing, and operational teams to deliver outcomes
- Coordinating performance reporting and contributing to service-wide projects
- Deputising for senior managers when required
About You
We are looking for someone who:
- Has experience managing teams in a customer-focused environment
- Understands housing legislation (including Awaab’s Law, FOI, and complaints handling)
- Has a strong background in service improvement and process review
- Is confident working with multiple stakeholders and managing competing priorities
- Has excellent communication, organisational and problem-solving skills
- Is motivated to drive change and improve services for residents
What We Offer
- A key leadership role within a forward-thinking local authority
- The opportunity to shape and improve vital housing services
- A supportive, collaborative working environment
- Flexible, hybrid working arrangements
- Ongoing professional development opportunities
Why Join Us?
Our City Services team is committed to delivering high-quality services that improve the lives of residents. We value collaboration, innovation, and accountability—and we’re looking for someone who shares those values and wants to make a real difference.
Why join us?
As well as being part of a supportive team delivering meaningful work that directly impacts our communities, we offer a supportive and rewarding working environment along with a wide range of benefits , including:
- Excellent learning and development opportunities supported via a range of sources and methods and, where applicable, recognised through Digital Badges
- Access to the Local Government Pension Scheme (LGPS) and Additional Voluntary Contribution (Shared AVC) Scheme
- Agile and Flexible working options
- Generous annual leave starting at 25 days, rising to 30 days after five years’ service, plus 8 days public holidays (pro rata for part time), with the option to purchase additional leave
- Family friendly policies and Flexible
**Internal Staff Only*** Service Improvement Team Leader - Cambridge in Kingston employer: Cambridge City Council
At Cambridge City Council, we pride ourselves on being an excellent employer that champions digital transformation and community support. As a Digital Applications and Change Lead, you'll be at the forefront of enhancing our critical applications while enjoying a supportive work culture that prioritises employee growth through extensive learning opportunities, flexible working arrangements, and a comprehensive benefits package including generous leave and wellbeing support. Join us in making a meaningful impact in Cambridge, where your contributions will directly influence the delivery of vital services to our communities.
