Service Improvement Officer

Learn more about the general tasks related to this opportunity below, as well as required skills.

Based: Birmingham, B15

Salary: £35,330 per annum

Hours: 35 per week

Contract: 2x Fixed term contracts of different lengths, see advert for details.

Are you looking for a new role where you can influence the quality of services our tenants receive? Do you have project management skills and the ability to collaborate effectively with a broad range of stakeholders? If the answer is yes, we want to hear from you!

We are looking for a Service Improvement Officer to join our Tenant Insight team, playing a crucial role in identifying trends to help improve service delivery across Midland Heart's operations. This role is central to ensuring our tenants receive a first-class service, feel confident in Midland Heart and comfortable in their homes.

Your role will include supporting a variety of business areas in ensuring they are providing a high-quality service for our tenants. You will conduct thorough research and use data and trends to identify areas for improvement, collaborating with stakeholders to create action plans. You will also assist in the implementation of learning across the business, always with the aim to positively impact our tenants' lives.

We've two positions available – both are offered on a fixed-term / secondment basis, due to end in November 25 and June 26. Please clearly state on the online application form which role you'd like to be considered for!

Our ideal candidate? We're seeking an individual with a passion for improving tenants’ lives, who is able to positively influence and persuade stakeholders. You'll have excellent communication and problem-solving skills.

You’ll also have the following work experience:

• Experience of researching and using data to identify business short-falls, scrutinising processes and procedures to identify service improvements that drive positive operational changes.
• Experience of collaborating with a variety of stakeholders in order to achieve a positive business change.
• Experience of producing reports and/or action plans, presenting service improvement plans back to a variety of stakeholders.
• Experience and evidence of influencing positive changes to tenants' satisfaction within the Social Housing sector.

We're a Smart Working organisation where you can expect to be present in the office for 3 days a week. In a role where effective collaboration with stakeholders across the business is key, this is important to us. We're happy to discuss individual needs, such as childcare or other caring responsibilities, to understand how we can support you in the role.

Who are Midland Heart? We're one team working together for our tenants; a large and ambitious housing organisation providing more people an affordable place to call home. We welcome people from every walk of life, at every stage of their career. We expect a lot from our people but in return you can be assured of a great place to work, where you will be well rewarded and where great people are able to succeed. Whether you want to build your career with us, or use your experience to move on, we're here to develop your potential.

We are proud to say we have recently been named in the Sunday Times Best Places to Work list, within the Big Organisations category (The Times).

Closing Date: Friday 4 April 2025

Assessment for the role are expected to take place on 10th-11th April 25, on site at our office in Bath Row, Birmingham B15 1LZ.

Interested? Applying is easy - simply click the apply button. You will be directed to our candidate portal. There you can upload a CV and Covering Letter, which show us that you have what it takes to make a success of the role.

We’re proud to be a Disability Confident Employer. Please feel free to contact us if you would like to discuss any adjustments you might need in order to be successful in this role.

No agencies please.