Improvements Manager Leicester, England
Job description
Job reference: 000715
Salary: £42,644 per annum, increasing to £44,644 upon successful completion of your probation
Closing date: 22/06/2023
Location: Bede Island - Leicester
Employment type: Permanent
Hours Per Week: 35
A little bit about what we are looking for...
Leading an Improvements Team and working closely with managers and teams across the Customer Services Directorate. The Improvements Manager will identify, design and deliver priority services that improve outcomes for customers. The improvements Manager will ensure all improvements are designed in a collaborative and planned way so that operational customer-facing teams are enabled and equipped to continually improve and deliver high quality services at first point of contact.
We are happy to offer hybrid working with this role; You will be required to be in the office for around 2/3 days per week with the rest being from home, however please bear in mind we may need you to be in the office more within your probation and training. It's important to us that you feel fully ready and confident in the role before working from home. Of course if you'd prefer to be in the office more, then that is completely fine with us too!
Your responsibilities...
- Leading the team on driving improvements in conjunction with working groups that incorporate the customer voice, review systems that colleagues use and enable colleagues to efficiently resolve customer queries at first point of contact wherever practicable
- Manage and drive the QA and Improvements functions within the Customer Services Directorate; this includes line managing, motivating, and giving clear direction to the Quality Assurance Specialists and Improvements Officers to ensure overall objectives are met
- To contribute effectively to the development services that ensure ownership, appropriate quality, and control measures, reporting and feedback loops that are utilised to inform improvements
- Where improvement requirements are identified, ensuring changes are implemented quickly and effectively as part of a monitored service improvement plan
- To develop effective relationships using cross collaboration within the business to maximise opportunities for continuous improvement and achieve the best outcomes for our customers
- Monitor day to day progress on all service improvement work plans carried out within the team to ensure there are clear and attainable objectives, scope of the improvement plans is relevant and within appropriate business priorities and progress is positively managed within the constraints of cost, time, and quality
- Manage the day-to-day operations of the Improvements and Quality Assurance services, working interdepartmentally to break down barriers and achieve a high quality standard of service for our customers
- Drive forward the Quality agenda so that Quality Assurance is embedded throughout key operational processes; ensure that measurable and tangible outcomes are evidenced in operational service delivery, including measuring positive attitudes and behaviours, timeliness and a customer centred approach
- Working with the Communications team, act as the lead for the Neighbourhood Team on ensuring customers have up to date, accurate information about their Neighbourhood
- Working with the wider directorate actively lead, develop and design our Customer Services media strategy to ensure our customers are engaged via their choice of media platform and able to resolve their queries at first point of contact including via self-service
- Keep up to date with relevant legislation and government policy which impacts on PA housing policy and processes, in order to provide continuous improvement and enable best practice
- Understand and comply with relevant legal, regulatory, policy and procedural requirements and standards and escalate/report concerns to management as appropriate
- Implement a full review of policies and procedures for the Customer Services directorate and providing effective support to the Team in carrying out policy and procedural changes
We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.
Our ideal candidate...
- Proven experience of setting and achieving challenging targets
- Proven experience of supporting and working with customers and customer representatives to monitor and improve service
- Effective management of significant and complex budgets, including commercial awareness to maximise income
- Proven experience of effective relationship / stakeholder management; establishing and building key relationships to raise the profile of PA Housing and improve partnership working
- Ability to analyse data, draw conclusions and successfully implement improvements
- Up to date professional knowledge about the housing sector together with the relevant legislation and technical development
- Proven experience of managing and motivating multiple teams; Ensure that the team has appropriate knowledge, skills, experience, training, and support in place to ensure that we can achieve agreed plans, targets, and objectives
AGENCIES: We know where you are if we need your support so please do not contact us.
Job Types: Full-time, Permanent
Salary: £42,644.00-£44,644.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Private medical insurance
- Sick pay
- Store discount
- Work from home
Schedule:
- Day shift
- Monday to Friday
Work Location: Hybrid remote in Leicester
