Service Transformation Lead- Local Authority

Pertemps London Perm Hub
313.00 - 402.00 GBP Annual
13 Feb 2019
20 Feb 2019
Contract Type
Full Time
An exciting opportunity has arisen within the property services and compliance department of a West London Local Authority.

To work as part of the councils Business Development team to embed a performance management culture and to support service improvements and excellence within Growth and Place.

Key personal duties in order of importance.

• To assist the Head of Business Development in developing a strong performance management culture to support the Council's aspiration for high quality customer facing services and deliver a genuine measurable step change in the performance of the boroughs housing services.
• To ensure good practice is identified and used to achieve high quality services that set a benchmark for others to compare. To critically assess and challenge current service delivery methods and implement any changes to improve performance, processes and reduce costs.
• To assist in the delivery of continuous improvement across the organisation through service improvement planning to ensure customer satisfaction improvements.
• To ensure that Growth and Place services teams are aware of and employ relevant new or emerging policy and legislation.
• To assist the Head of Business Development on service improvement initiatives, including research and analysis into current best practice and ways of working and that innovation and creativity are championed.
• To take a proactive approach in identifying poor performance and service weakness. Assisting in the systematic review of services and implementing and improving priority areas to drive up performance in the boroughs housing services through continuous improvement.
• To assist in the preparation of various reports based around key performance indicators.
• To facilitate and attend a range of forums and meetings, including resident forums to represent Growth and Place.
• To identify skills gaps and establish appropriate training programmes that build officers IT skill base around performance management and monitoring systems.
• To assist with the delivery of an excellent and responsive complaints service, ensuring that complaints are handled in line with policy; bringing together colleagues from across departments to ensure complaints are resolved and ensuring that learning is monitored, shared and filters into service improvements.
• Assist on project managing service, and policy & procedure reviews
• Assist in the development and implementation of interface strategies with other associated contracts to ensure the highest quality service.
• Assist in the development and implementation and clienting of service level agreements for key areas of the business such as voids, income collection and IT.
• Attend formal and informal meetings, often in the evening, both internally and externally, with officers, Councillors and customers as required.
• Assist in the development and delivery of a range of Housing management policies and procedures

• Degree level qualification (desirable)
Knowledge & Experience
• A good understanding and knowledge of housing and other relevant legislation and regulatory frameworks within Growth and Place.
• Experience in achieving sustainable improvements, sometimes in challenging circumstances, with the ability to translate Departmental objectives into operational plans.
Management and Leadership
• Experience in assisting in change management programmes and working in a team environment
• A track record of appropriate budget management and assessing and managing risk.
Project Management
• A successful record of assisting in establishing a positive performance culture, effective performance and service quality that involves users and providers in driving up standards and performance.