Business Improvement Specialist in Wales

About Us

Tai Calon was established in 2010 as a not-for-profit housing association, with almost 6,000 homes we are the largest provider of affordable homes in Blaenau Gwent.

Our focus is to deliver high levels of customer satisfaction in all aspects of the service that we offer.

Part of that is to ensure our customers’ homes meet the Welsh Housing Quality Standards, and that is why since 2010 we have invested over £130 million in their homes.

We are proud to announce that we recently achieved our Great Place to Work certification, demonstrating our commitment to ensuring Tai Calon fosters a culture of trust, fairness, respect and camaraderie, making it a place colleagues truly want to work.

With more than 280 people trained and dedicated to their job, we’re a big employer in the area, and we’re looking for a Business Improvement Specialist to join our Business Improvement Team.

About You

• Effective marketing and communication skills to sell the improvements to staff at all levels of the organisation
• Coaching and change management skills
• Interpersonal skills, able to work with staff from all levels of the business
• Familiar with standard project management techniques, e. g. progress reporting, completing risk and issue logs.
• Be resilient despite constant change or when difficult circumstances arise
• Demonstrates integrity and support for organisational CALON values
• Committed to ongoing personal development and the development of others
• Keen attention to accuracy and detail
• Ability to remain calm under pressure to meet deadlines, an organised approach, able to work on multiple tasks
• Able to sustain good working relationships
• A receptive and responsive approach to change and open to new ways of doing things
• Ability to problem solve

Your Knowledge, Experience and Qualifications

• You will also need to have the following knowledge, experience and qualifications
• Educated to Level 5 of the National Qualification Framework for England, Wales and Northern Ireland
• Project Management qualification (or working towards)
• Business Analysis qualifications (or working towards)
• Knowledge of housing management systems, and their key functions repairs scheduling, compliance, stock management, tenancy management, rents, ASB.
• Knowledge of Data Protection legislation ideally Data Protection Act 2018 and GDPR
• Knowledge of business analysis and business process design
• Understanding of housing services and the social housing sector
• Using of Microsoft Office 2010, particularly Word, Excel and Power Point
• Experience of using NPS or a similar housing management system
• Experience of playing a key project role in change management programmes

What you’ll be doing

We’re looking for a Business Improvement Specialist to play a key role in delivering projects in our portfolio.

This is an exciting opportunity to support organisation-wide change, working with colleagues across Tai Calon to improve how we deliver services and enhance the customer experience.

You’ll be involved in identifying opportunities for improvement, mapping and redesigning processes, and supporting the implementation of change using our Engage, Explore, Grow (EEG) approach.

The role will also focus on supporting system improvements, testing solutions, and helping staff adapt to new ways of working through training and coaching.

We’re looking for someone who

• Has a passion for improving services and customer outcomes
• Enjoys working collaboratively across teams
• Is confident engaging with colleagues at all levels
• Has strong organisational, project management, problem-solving and communication skills

This is a great opportunity to contribute to a small, busy team, delivering improvement projects across the business.

• As a Business Improvement Specialist, you’ll take ownership in
• To specialise in the delivery of improvement projects, including making enhancements and changes to key organisational IT systems.
• To support change management across the business, engaging with users to identify where change is needed to business process, and to services we provide to internal and external customers.

To investigate and test solutions with the business.

• Actively engage with staff to understand business processes.
• Map out the ‘as is’ and ‘to be’ business processes.
• Make recommendations for change to enable business efficiency and improvement to customer experience.
• Support the testing of solutions.
• Manage the implementation of solutions
• Communicate effectively with all stakeholders.
• Coach all staff in the application of the techniques within the EEG model.
• To specialise in the delivery of improvement projects within the EEG change framework, including making enhancements and changes to key organisational IT systems.
• Consult with the business to gather the necessary requirements, document these effectively.
• Collaborate with the relevant ICT colleagues (or external consultants) to understand how the requirements can be implemented into the software
• Support with configuration of requirements
• To produce all project management documentation
• To arrange project meetings recording relevant actions and hold project team to task.
• Communicate effectively with all stakeholders involved with timely and appropriate information
• Devise and develop testing plans and scripts for testing changes and new modules, fully document testing and fully support users.
• Train users in system changes, including producing appropriate documentation.
• Develop and lead on Lessons Learned workshops to gain an understanding of the success of the implementation of processes to increase the overall customer experience and organisational efficiency.
• Develop a hand over process ensuring business as usual can continue post implementation of new business processes with relevant post holders adequately trained and supported.
• Ensure EEG framework is followed correctly with all necessary steps documented.
• Note: The duties and responsibilities may vary without changing the general character of the duties or level of responsibilities entailed.

The post holder is, therefore, expected to undertake such other duties as may be requested, provided the general character of the duties or level of responsibility does not change.

Contract Type

Fixed Term – 12 months

Working Pattern

As a Business Improvement Specialist, you will work 37 hours per week.

Your working pattern will be Monday to Friday (9:00 am to 5:00 pm), however, you'll be eligible for our Flexi Time scheme.

Where You'll Be Working

This role offers Hybrid Working, where you’ll be able to work from home.

For the days that you're in the office, we've got a bright, open and modern space for you to catch up with colleagues and work from.

Benefits

• Flexi Time
• Hybrid Working
• Free on-site parking
• 33 days of annual leave (including bank holidays)
• Defined Contribution Pension Scheme
• Occupational Sick Pay
• Training and Development opportunities
• A comprehensive range of company benefits, including a Cycle to Work scheme and access to HOP (Home of Perks) with a whole array of shopping discounts and cashback.
• Free, confidential, 24/7 employee assistance programme (with access to flexible counselling)

Disability Confident Employer

We are a disability confident committed employer, and if you require any adjustments or support to be considered for this role, email our team at or contact us on

More Information

If you'd like more information about this role, why not reach out to one of the team using the details below.

• Email

• Telephone

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