Service Improvement Project Officer

The Service Improvement Project Officer role:  

 We have an exciting and unique opportunity for a Service Improvement Project Officer to join us where you’ll support to the Customer Service Team in delivering continuous improvements to the organisation, using our customers feedback.   

As part of this varied and unique role, you’ll gain insight and invaluable skills in how we can use customer feedback to improve services for our customers.

If you're a recent Graduate, this could be the idea opportunity to kickstart your career, however applications are open so all so we'd love to hear from you!

Key duties and responsibilities of our Service Improvement Project Officer:

• Support in delivering the Service Improvement Framework and Policy and Procedure Framework
• Develop policies and procedures that put the customer at the centre of what we do, using data, intelligence, legislation, and customer insight
• Research, analyse and communicate the implications of changes in housing legislation and regulation
• Engaging with customers to involve them in developing and shaping policies and to better understand the potential impacts of new policies and developments
• Maintain an up-to-date understanding of recent developments in social housing Utilising bespoke systems to obtain data and analyse/interpret the data to meet service requirements
• Preparing a variety of communications, adapting style to reflect the audience (i.e., tenants, employees, senior managers)
• Designing surveys/questionnaires to collect the information required for policy development/projects
• Attend and represent Berneslai Homes at external networking events, sharing best practice and bringing fresh ideas back to the workplace
• Establishing strong and effective working relationships with officers in the company on policy development
• Producing analysis of the implications of proposed policies upon tenants, the Company, and the Council Working closely with officers across the company in developing policies & projects
• Driving improvements to processes using customer insight

What we’re looking for in our Service Improvement Project Officer:

• Level 6 qualification
• Research and data analysis skills
• Experience in the use of IT packages including Microsoft Office products or equivalent
• Ability to handle a busy workload, prioritise, and be flexible
• Report writing skills and experience of writing reports based upon own research