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Job Purpose

We have an excellent opportunity for a senior interim who will lead the delivery of a high-profile improvement work across Housing. The Service Improvement Lead will provide strategic and operational support to Housing leadership.

A key responsibility in this role will be achieving sustained improvements in complaint handling, customer experience and regulatory compliance. They will provide leadership and oversight of a complaints improvement plan, driving improvements in the quality, timeliness and consistency of complaint responses whilst embedding a culture of learning, accountability and customer-focused service improvement.

Working across Housing Services, the postholder will lead programme delivery, coordinate stakeholders, manage risks and dependencies, and ensure that recommendations arising from Housing Ombudsman investigations, regulatory expectations and service reviews are successfully implemented.

Working Arrangements - Position would be expected to work a minimum of 2 days per week on site.

Key Responsibilities

• Leading delivery of the Housing Complaints Improvement Plan.
• Coordinating a portfolio of improvement actions arising from findings, service reviews and performance analysis.
• Driving improvements in complaint handling quality, timeliness and customer experience.
• Developing performance measures, reporting arrangements and improvement plans.
• Managing governance processes and providing assurance on delivery progress.
• Coordinating stakeholders across Housing Services and corporate teams.
• Identifying risks, barriers and dependencies and driving corrective action where required.
• Using complaints insight, customer feedback and performance data to identify opportunities for service improvement.
• Facilitating workshops, improvement sessions and engagement activity with senior stakeholders.
• Embedding a culture of learning, accountability and continuous improvement across Housing Services.
• Supporting the implementation of longer-term service improvements arising from complaints and customer insight.

Qualifications and Experience

• We welcome applications from candidates with experience of leading complex service improvement, transformation or performance recovery programmes, ideally within local government, social housing or customer-facing public services.
• Successful candidates will bring strong programme and project management skills, experience of performance improvement, stakeholder engagement and governance, alongside the ability to operate confidently in complex organisational environments and deliver measurable improvement at pace.