Service Improvement Manager in Guildford

James Andrews is proud to be working with a District Council based in the South-East to source a permanent Service Improvement Manager – Housing. The role is paying between £62,000 - £68,000 per annum and you are required to work on site three days per week.

Design, deliver and monitor service improvement activity across the Housing Services. The role ensures that the services are resident-focused, compliant, efficient and high performing using data, insight and operational intelligence to drive change.

• Lead the development and delivery of the Housing Service’s improvement programme, ensuring alignment with regulatory requirements, corporate strategy and resident priorities.
• Use data, performance metrics, resident feedback and operational insight to identify areas for improvement and design evidence-based solutions.
• Strengthen governance, assurance and compliance frameworks across housing operations, ensuring services meet statutory and regulatory standards.
• Oversee the development, review and implementation of housing policies, procedures and service standards.
• Manage and monitor service performance, producing high-quality reports for senior management, committees, Boards and elected members.
• Lead cross-service projects, including service redesign, digital transformation, procurement and contract improvement activity.
• Lead an operational team to embed consistent, high-quality practice across housing management including data management, engagement strategies and performance.
• Build strong relationships with councillors, MPs, regulators, partners and residents, ensuring effective communication in politically sensitive environments.
• Provide leadership, coaching and support to staff involved in improvement activity, fostering a culture of learning and accountability.
• Manage budgets, contracts and resources effectively to deliver value for money and high-quality outcomes.

Experience and skills required:

• Relevant housing qualification, CIH Level 4 or above or equivalent.
• Evidence of ongoing professional development.
• Demonstrable experience using data and digital tools (Power BI, case management systems, performance dashboards) to drive operational decision-making and improvement.
• Proven experience leading service improvement, change management or modernisation projects within a housing or public sector environment.
• Significant experience in social housing within a Local Authority or Registered Provider.
• Strong understanding of social housing legislation, regulation and Consumer Standards, including Housing Ombudsman Complaint Handling Code, Consumer Standards April 2024 and Damp, mould and building safety responsibilities.

If this position is not for you, but you know of someone who may be suitable please pass on our contact details. At James Andrews we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.