Job Description Service Improvement Officer Document Owner: Head of Human Resources & Organisational Development

Transcription

1 Version No Revision Date Reason for Revision 001 April 2015 Initial Version Directorate: Housing Operations Division Tenant Services (Compliant and Advice) Reports To: Grade: Band E Job Evaluation Number HTC112(JE0472) Responsible For: Compliance Manager Job Purpose: The postholder will assist Tenant Services Managers to review processes in Tenant Services to meet business and customer needs and contribute to continuous service improvement. Main Duties and Key Result Areas: To map processes within Tenant Services to provide a foundation for defining activities and improving procedures and achieving efficiencies. Identifying inefficiencies or gaps in existing processes and recommend specific and innovative changes to effect improved efficiencies Analyse and assess process performance Work with housing managers and staff to identify and recommend improvements in the performance management information available to meet service requirements To be responsive to internal customer needs and work proactively to identify and implement solutions to recurring issues Define and quantify specific cost savings opportunities from instigating process changes through analytical review To identify innovative I.T solutions in the housing and related sectors To provide system administration in respect of ReACT and other Housing Management systems as required. Dimensions: To promote value for money and continuous improvement within the service area. To deliver agreed targets within the service area. Version: 01 Issue Date: June 2015 Page 1 of 5

2 To develop locally accessible service delivery and effective liaison mechanisms with area based and other appropriate staff. To attend meetings or provide services outside the usual working hours as agreed and if required. Environment: ALL employees will be expected to:- Live the company values being fair, forward-thinking, accountable, customer focussed, open, transparent, proud and passionate, so that the highest standards of customer care can be achieved. Be committed to diversity and inclusion of all, promote value for money, efficient services through the removal of system waste, so that excellence in all that we do is pursued through continuous improvement. Contribute to development of and strive to meet departmental, team and individual targets. Participate in the staff appraisal and development scheme, one to one performance discussions and attend identified training to ensure continuous learning and improvement. Comply fully with the Code of Conduct, health and safety requirements, legislation, regulations, policies and procedures. Attend meetings or provide services outside of the usual working hours where reasonably requested to do so. Have an overall understanding of the risks and implications associated with the requirements of the role and takes appropriate action to mitigate any potential consequences Problem Solving/ Decision Making: Encouraging and developing a culture of continuous learning to support improvements in the delivery of the Housing Management Service Empowered to make decisions within the remit of the job role Version: 01 Issue Date: June 2015 Page 2 of 5

3 Working Relationships: Work with staff, stakeholders and partners to be proactive in developing solutions to problems as they arise. Signed:. Date: Print Name:. Version: 01 Issue Date: June 2015 Page 3 of 5

4 Organisational Development Person Specification Attribute Detail Able to prioritise and organise challenging workloads Criteria Essential Desirable Applicatio n Form Interview How Identified Reference s Test Score Excellent communication skills, both verbal & written Skills/Abilities Ability to apply creative IT skills to develop new solutions Ability to negotiate effectively Excellent analytical and problem solving skills with a results orientation Proven experience of analytical skills to interpret information Proven experience of developing and improving processes in a housing or related field Experience Experience of working effectively with a wide range of internal and external stakeholders Experience of planning and prioritising work to meet agreed deadlines Experience of preparing and producing reports. Experience of using Visual Basic for applications (VBA) Knowledge Outline knowledge of the Company s relevant procedures & practices Knowledge of I.T. systems in the Housing sector Version: 01 Issue Date: April 2015 Page 4 of 5

5 Organisational Development Person Specification Attribute Detail Criteria Essential Desirable Applicatio n Form Interview How Identified Reference s Test Score Qualifications Appropriate qualifications and/or direct experience in service improvement Good general education to GCSE level or above Empathy with the social aims and values of the Company Able to work collaboratively with colleagues to meet strategic aims Personal Attributes/ Circumstances Commitment to equal opportunity in service delivery Self-motivated with results orientation Committed to continuous improvement in service delivery Stamina drive and resilience Flexible and open to change Committed to personal and team development and identification of ongoing needs Version: 01 Issue Date: April 2015 Page 5 of 5