At a Glance
- Tasks: Lead a team to drive service improvements and shape change initiatives based on customer feedback.
- Company: Join a forward-thinking housing organisation focused on impactful change.
- Benefits: Enjoy a permanent role with opportunities for professional development and career growth.
- Other info: Collaborative environment with a focus on continuous improvement and innovation.
- Why this job: Make a real difference in the housing sector by enhancing customer experiences.
- Qualifications: Experience in leadership, business change, or project management is essential.
The predicted salary is between 45000 - 55000 £ per year.
The role holder is responsible for collaborating with operational teams to shape ideas for change, support the development of robust business cases, and clearly articulate the drivers for change - whether regulatory, compliance, operational, or strategic.
A core element of the role is leading the Business Engagement & Service Improvement team, including Service Improvement Coordinators and Root Cause Analysts, to ensure all initiatives are underpinned by customer feedback and insights.
Alongside RCA insight, the role holder will work closely with the Customer Experience - Operations Team, Insights Team and People & Organisational Development (POD) to translate customer and colleague feedback into meaningful service improvements and cultural change initiatives.
The Business Engagement & Service Improvement team also enables the business to self-deliver change where appropriate, by providing facilitation, guidance, and access to tools. This includes conducting reviews, undertaking gap analyses, and leading working groups to identify and shape new initiatives that feed into the wider Portfolio.
The role holder works in partnership with the Head of Change & Service Improvement to support the identification, forecasting, and planning of demand, while providing insight and input into the prioritisation and sequencing of the overall Portfolio.
Detailed knowledge of the internal business environment and the wider Social Housing sector, including regulatory, compliance and operational drives as well as its challenges and opportunities.
Evidence of continued professional development, particularly in leadership, business change, or project management.
Understanding of customer engagement, service design, root cause analysis and continuous improvement methodologies.
Business Engagemnet and Service Improvement Manager employer: Hays
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