Overview
In this role you will lead data, insight and engagement across Portsmouth Homes to inform service design and improvements. You’ll oversee the complaints function, ensuring a transparent, resident-focused approach aligned with regulatory expectations. You will translate data, resident feedback, and learning from complaints into practical actions, working with residents to broaden involvement and influence across services. The role offers strategic leadership to deliver safe, modern, and resident-centred services through evidence-based decision making.
Responsibilities
- Lead data governance, quality, analysis and performance reporting to support decision-making
- Oversee the complaints function and ensure an effective, resident-focused service
- Coordinate data, insight and resident feedback to inform service design and improvement
- Lead resident engagement programmes and widen resident influence over services
- Collaborate across services, corporate functions and external partners to drive improvements
- Model system thinking and evidence-based redesign of services
- Support staff development and lead cultural and organisational change
- Ensure alignment with the Regulator of Social Housing requirements and Housing Ombudsman Code
Key requirements
- Significant experience in data governance and analysis within a regulated environment
- Strong knowledge of RSH consumer standards (Transparency, Influence and Accountability)
- Experience managing CRMs, housing management systems, data warehouses or analytical tools
- Strategic experience in complaints handling and applying the Housing Ombudsman’s Code
- Experience leading resident engagement programmes
- Ability to interpret complex information for diverse audiences
- Track record of leading teams and delivering organisational change
- Experience using improvement methodologies and evidence-based service redesign
- Strong partnership skills across services and external partners
- Emotional intelligence, resilience and willingness to challenge and innovate
- Desirable professional qualifications (CIH Level 4/5 or equivalent) and commitment to CPD
- leadership
- clear communication
- collaboration
- data governance
- data quality management
- data analysis
Head of Portsmouth Homes (Insight, Data & Engagement) employer: Portsmouth City Council
Portsmouth City Council is an exceptional employer, dedicated to fostering a positive and inclusive work culture that prioritises respect, integrity, and collaboration. As a SEN Team Leader, you will have the opportunity to make a meaningful impact on the lives of children and young people with special educational needs, while benefiting from professional development opportunities and a supportive team environment. Located in the vibrant city of Portsmouth, this role offers a unique chance to contribute to strategic SEND developments and be part of a forward-thinking organisation committed to service improvement and community well-being.
