Full job descriptionPrioritise delivery of monthly service and improvement reports Demonstrate an analytical and methodical approach to problem solving. Can easily determine when work should be escalated to a higher level. Develop strong working relationships with the RLT and RMT to ensure the focus of service delivery and improvement is effectively embedded To develop, implement and improve, a learning culture relating to complaints and feedback. Supporting and facilitating effective business planning across the region and ensuring systems and processes are focussed on the customer and ongoing service improvement Promoting and sharing learning across all operational teams to develop quality services and effective and efficient core landlord services Support regional business planning processes to ensure Group priorities are translated into local deliverables, recorded, measured and communicated to ensure quality service delivery. Support the co-ordination of the regions performance management information and reporting. Analyse performance and service information and identify trends and issues for improvement and/or action. Use complaint and customer feedback to analyse trends and risks and work with RLT to support improvement planning. Lead on research of best practice to support ongoing service improvement Assist with implementation of local projects that ensure regional improvement. Ensure the region is complying with all relevant policies, Work with the Communications teams to promote regional success stories, positive learning and regional events Manage and contribute to service focussed projects to improve the quality and efficiency of services both regionally and nationally as required Work effectively and develop positive relationships with both the regional team at all levels and other teams and functions Liaise with the relevant policy lead to ensure that policies, procedures, processes & guidance are kept up to date Carry out audits as agreed to ensure that service delivery is consistent, meets service standards and is compliant with policy and procedure Experience in the field of continuous improvement or service delivery
Good knowledge and understanding of the social housing operating environment, including inspection/regulatory/compliance and accreditation frameworks Experience of working with internal and external customers to develop services and deliver improvements. Knowledge of benchmarking tools and techniques and experience of using best practice. Good research skills and experience of analysing, interpreting and translating complex information into meaningful formats with clarity. Excellent analytical and problem solving skills. Excellent planning, project management and organisational skills and experience, with a strong eye for detail. Excellent PC skills and experienced Microsoft Office user, including Microsoft Visio for process mapping. Excellent written and verbal communications skills and experience of tailoring approach to meet the needs of a wide range of audiences (e.g. non-standard report writing, presentations and facilitating workshops tailored to audiences ranging from customers through to Board members). Ability to manage a flexible and demanding workload to meet agreed targets and deadlines

Experience of working in social housing or a customer focused environment Able and willing to travel across our areas of operation as required.