Housing Insight & Service Improvement Manager PO6
2019 winners Municipal Journal Local Authority of the Year; 2019 1st London Borough of Culture; Pilot borough Connecting Communities.
Bursting with culture, innovation, energy and opportunity, Waltham Forest is a place people want to live, raise a family, start a business and work. The pandemic has meant that delivering fantastic local services are more important now than ever, over this past year we have risen to new challenges through the adoption of new ways of working and innovation in service delivery, enabling us to continue to make a difference for our residents. Public service has been at the heart of our response to Covid-19 and our new strategy sets out how we will continue to change our ways of working to become a more modern, efficient and responsive organisation, and we want to build on the success of recent years our local response.
Housing is central to our future plans and our priority is to ensure everyone has a decent roof over their head. Now is an exciting time to join our Housing Services department as we seek to rebuild from the pandemic and take advantage of further opportunities to grow and innovate. We are looking for the right people with the initiative and commitment to make our ambitious plans a reality!
Housing Futures: A Decent Home for All
Housing Insight & Service Improvement Manager
Following a recent service re-design in the council’s housing service, we are looking for an exceptional senior manager to lead our newly created housing insight and service improvement function within Housing Operations. The role involves improving the service from the customer perspective, identifying how our customers think and feel and working closely with the wider housing service to inform insight-driven improvements.
The successful candidate will lead on developing a comprehensive customer insight framework using both existing and new data sources to understand the needs and wants of Waltham Forest customers. The postholder will also be responsible for managing a team leader responsible for responding and resolving members' enquire, complaints and FOIs in a timely manner and a project manager to deliver insight-driven service improvement projects. If you have the skills and experience and a passion for driving customer excellence service improvements then we would like to hear from you.