At a Glance
- Tasks: Lead the development of Housing’s Performance Framework and Customer Insight Model.
- Company: Join Southampton City Council, a forward-thinking local government.
- Benefits: Enjoy a competitive salary, generous holidays, and flexible working options.
- Other info: Be part of a supportive culture focused on continuous improvement and learning.
- Why this job: Make a real impact by improving services and enhancing resident experiences.
- Qualifications: Experience in performance management or customer insight is preferred.
The predicted salary is between 52413 - 58865 £ per year.
Southampton City Council Housing is embedding a new operating model designed to strengthen accountability, improve decision‑making and put customer insight, performance and continuous improvement at the heart of how services are planned, managed and improved. We are looking for an experienced and curious professional to lead the development and embedding of Housing’s Performance Framework and Customer Insight Model. This is not a traditional performance reporting role. The successful candidate will help Housing understand what matters, how services are performing, what residents are experiencing and where learning needs to translate into action.
Working across Housing, you will create practical frameworks, standards and methods that help leaders, managers and teams use evidence well. You will connect performance information, customer insight, complaints learning, TSMs, case studies, service data and assurance evidence so that Housing can make better decisions, focus on the right priorities and demonstrate improvement. You will support a culture where performance conversations start with purpose and customer outcomes, not just targets. You will help managers use evidence to understand root causes, identify risks, spot unintended consequences and build meaningful service improvement activity through routines such as service reviews and Quarterly Action Plans.
The role will suit someone who enjoys turning complex evidence into clear choices, building practical frameworks, working with senior leaders, and helping large organisations learn and improve. You may have experience in performance management, customer insight, service improvement, business intelligence, organisational learning, housing, local government, regulation or another complex customer‑facing environment.
What we can offer you
- Salary: The salary band for this role is £52,413 - £58,865 per annum. The starting salary is £52,413 with annual progression through the salary bands.
- Excellent local government pension with 15.2% employer contribution
- Death in service benefit of x3 salary, and optional salary sacrifice shared cost AVC (additional voluntary contribution)
- Generous holiday 25–31 days, based on role and service
- Flexible working options (role-dependent)
- Family-friendly policies - Maternity, Paternity, Adoption, Shared/Unpaid Parental Leave, Time off for Dependents
- Training and development, including coaching and mentoring
- Health and wellbeing support - Employee Assistance Programme, Menopause Pledge, Mental Health First Aiders and access to a variety of staff networks
- Veteran-friendly employer with the Armed Forces Covenant
- Retail discounts and savings through the Southampton City Council benefits platform
- Discounted memberships at local sports and fitness centres
- Sustainable travel benefits - low emission car scheme, cycle to work, season ticket loans
- Employee volunteering scheme with 2 paid days leave to volunteer
For further information on our benefits package please visit: Employee benefits (southampton.gov.uk)
Contact details for informal discussion
For an informal chat about the roles, please contact Matt Luik, Principal Specialist Housing Planning, Performance and Governance via email to arrange a Teams call, Matt.Luik@southampton.gov.uk
Recruitment contact details
Email: recruitment@southampton.gov.uk
Tel: 023 8083 4033
For more information about SCC please visit Southampton City Council
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