Service Improvement Officer

We are currently working in partnership with a tenant-led organisation in the housing sector, who are recruiting for a Service Improvement Officer to help deliver their digital and service improvement plans. You will make sure systems, data and processes support good services for tenants and for the colleagues who deliver them.

You will sit in the Service Improvement Team and act as the link between the business and technology. You will work with Housing Services, Property Care, Corporate Services and the Digital, Data and Technology team so that change is shaped around real service needs, not a copy of existing processes. You will report to the Head of Service Improvement.

Duties will include (but are not limited to):

• Acting as the link between services and the technology team, turning business needs into clear requirements and explaining technical points in plain language
• Reviewing, assessing and prioritising requests for system and process change, and keeping clear records of decisions and progress
• Supporting the planning and delivery of digital and process improvements, presenting options and highlighting risks
• Running workshops, process mapping sessions, demonstrations and user acceptance testing
• Supporting colleagues through change with communications, training, guidance and post-implementation support, then reviewing the impact
• Using customer insight, performance information and data to identify where improvement will make the biggest difference
• Owning your allocated work, managing competing priorities and escalating risks in good time

Essential experience and skills:

• Experience of supporting digital, system or process change in a complex or cross-functional environment
• Experience of gathering business requirements and turning them into practical solutions
• Experience of process mapping, redesign and writing clear requirements, test scripts and user guidance
• Experience of user acceptance testing and helping colleagues adopt new systems
• Strong communication skills, with the ability to explain technical information to non-technical audiences
• The ability to build relationships and influence colleagues at all levels without line management responsibility
• Confident use of data and insight to evidence improvement
• Good working knowledge of Microsoft 365 and an understanding of change management principles

Desirable:

• Experience of housing management, repairs, asset or customer-facing systems
• Experience in housing, local government or the wider public sector
• Knowledge of Agile, hybrid or iterative delivery, and reporting tools such as Power BI
• A degree or equivalent experience in Business, IT, Housing or Project Management
• A business analysis, project or change management qualification
• Willingness to work towards a Chartered Institute of Housing (CIH) qualification
• A full driving licence and access to a car with business insurance, as some travel is involved

Why apply:

• A chance to shape how a values-led organisation uses technology
• Real influence over the services tenants receive

Please note that a DBS check may be required for this role.

James Andrews is acting as an employment agency and business in relation to this role.

At James Andrews Recruitment Solutions we try to respond to all applications personally, however, due to the high volume of applications this is not always possible. If you have not heard back from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

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