We're VIVID! We offer a vibrant, friendly and inclusive culture that supports, develops and attracts great people.We're recruiting for a Service Improvement & Quality Manager to join our Customer Resolution team! Contractually based out of our Portsmouth office, this is a 12-month fixed term contract working 37 hours per week, with a minimum of 20% office-based working to support collaboration across the Customer Resolution Team and wider business.
Want to know what we can offer you?
- 26 days holiday (plus bank holidays) pro rata with the opportunity to buy or sell annual leave
- Annual discretionary company performance-related bonus, rewarding our collective success
- A generous contributory pension of 6%. We’ll match employee contributions between 7% and 10%
- Life assurance paid at x 3 annual salary
- Private medical insurance
- Health care cash plan called Medicash
- Enhanced pay for maternity, paternity, adoption and shared parental leave
- Access to counselling, legal and financial information
- Electric car scheme
- Huge variety of in-house & e-learning courses and a range of coaching and mentoring programmes.
Here's The Facts About The Role
As our Service Improvement & Quality Manager, you'll play a vital role in ensuring customer feedback drives meaningful and measurable improvements across VIVID. Using data, insight and customer feedback, you'll work collaboratively with teams across the organisation to identify opportunities for improvement, influence change and embed a culture of continuous learning.
You'll lead our Service Improvement Team, ensuring complaints, compliments and customer feedback are translated into actionable insight that improves services for our customers. Working closely with Customer Resolution Team Leaders, operational teams and senior stakeholders, you'll oversee the delivery of lessons learnt activities, service improvement programmes and quality assurance processes.
You'll act as the business lead for complaints insight and data quality, ensuring information is accurate, meaningful and supports informed decision-making. You'll also help ensure compliance with VIVID's Complaint and Compensation Policies and the Housing Ombudsman's Complaint Handling Code.
A key part of the role will be influencing stakeholders across the organisation, ensuring improvement actions are delivered, outcomes are measured and customers can see how their feedback has shaped our services.
What We're Looking For
We're looking for someone who has:
- Experience leading service improvement, quality assurance or customer insight activity
- Strong understanding of complaint management, customer feedback and continuous improvement methodologies
- Experience analysing data, identifying trends and translating insight into practical service improvements
- Excellent communication and influencing skills, with the ability to engage effectively with colleagues at all levels
- Experience facilitating workshops, lessons learnt sessions or improvement forums
- Strong leadership skills with experience coaching, supporting and developing others
- Excellent organisational skills with the ability to manage multiple priorities and competing deadlines
- Experience managing projects and driving positive change across teams
- Strong problem-solving skills and a proactive approach to identifying opportunities for improvement
- Knowledge of the housing sector, Housing Ombudsman requirements or a regulated environment would be advantageous
- The ability to build strong relationships and work collaboratively to achieve positive outcomes for customers
This is a fantastic opportunity to shape how customer feedback influences decision‑making across VIVID. You'll have the chance to work with colleagues from across the organisation, helping to improve services, strengthen customer outcomes and ensure lessons are learnt from every piece of feedback we receive.
If you're passionate about using insight, data and customer voice to drive meaningful change, we'd love to hear from you. Every improvement you help deliver will contribute to a better experience for our customers and support our ambition to continuously improve the services we provide.
Interviews are due to take place 20 and 25 November (subject to change).
#J-18808-Ljbffr
Service Improvement and Quality Manager (12 month FTC) in Portsmouth employer: VIVID
At VIVID, we pride ourselves on fostering a vibrant and inclusive work culture that prioritises employee development and well-being. As a Caretaker in the South Hampshire area, you'll enjoy a competitive salary alongside generous benefits such as 26 days of holiday, a company van for work travel, and access to extensive training programmes, all while contributing to the upkeep of our community spaces. Join us to be part of a supportive team that values your growth and offers meaningful work in a friendly environment.
