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About the Role
Lambeth Council seeks a seasoned Housing Service Improvement Lead to spearhead a significant enhancement programme within Housing Services. This role combines strategic and operational leadership to improve complaint management, customer satisfaction, regulatory adherence, and service efficiency. The candidate will execute the Housing Complaints Improvement Plan, collaborate across Housing Services, and drive improvement initiatives.
Responsibilities
- Spearhead the implementation of the Housing Complaints Improvement Plan.
- Enhance the quality, consistency, and timeliness of complaint handling.
- Elevate customer experience across Housing Services.
- Manage a portfolio of service improvement projects.
- Ensure effective implementation of recommendations from Housing Ombudsman investigations.
- Lead performance recovery and enhancement activities.
- Develop and execute performance measures, reporting frameworks, and improvement plans.
- Oversee programme governance and provide assurance on delivery progress.
- Identify and address risks, barriers, and dependencies.
- Utilize complaints data, customer feedback, and performance information to pinpoint improvement opportunities.
- Conduct workshops, improvement sessions, and stakeholder engagement activities.
- Support service redesign and transformation initiatives.
- Foster a culture of continuous improvement, accountability, and customer focus within Housing Services.
- Collaborate with senior leaders, operational managers, and corporate services to achieve sustainable improvements.
Requirements
- Extensive experience in leading complex service improvement, transformation, or performance recovery programmes.
- Experience in Local Government, Social Housing, Housing Services, or Customer-Facing Public Services.
- Strong programme and project management skills.
- Demonstrated success in delivering measurable service improvements.
- Experience in enhancing complaints handling and customer experience.
- Solid understanding of performance management and governance frameworks.
- Experience with regulatory frameworks and compliance requirements.
- Ability to analyze performance data and develop improvement solutions.
- Excellent stakeholder management and influencing skills.
- Experience working with senior leaders and managing complex organizational change.
- Strong communication, presentation, and facilitation skills.
- Familiarity with Housing Ombudsman requirements and complaint handling standards.
- Experience in Housing Management or Housing Operations.
- Experience leading regulatory improvement programmes.
- Recognized project or programme management qualification.
- Experience in delivering housing service transformation initiatives.
Skills
- Programme Management
- Project Management
- Service Improvement
- Performance Management
- Stakeholder Management
- Influencing Skills
- Communication
- Presentation
- Facilitation
Location
- 6 Brixton Hill, London, Lambeth, SW2 1RW
Work Type
- Full Time
- Hybrid
- Contract
Experience Level
- Senior
Education Level
- Recognized project or programme management qualification
Salary/Compensations
- £650.00 per day (Umbrella)
Benefits
- Bi-Weekly Pay
About the Company
- Lambeth Council is a local government organization serving the London Borough of Lambeth.