This job has expired

Head of Service Improvement

Billericay - Flexible options available
£52,000 - £57,000 per annum
Closing date
26 Jul 2021
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Job Details

Head of Service Improvement

Location: Billericay - Flexible options available

Salary: £52,000 - £57,000

Contract Type: Permanent - Full Time


Expiry Date: Monday 26 July 2021


About the role

Our client are looking for someone who can turn customer insight into tangible service improvement, working across the organisation to support colleagues to shape services for their customers.


You’ll have a successful  background in continuous improvement and have the technical, leadership, project & change management skills needed to drive real change and help them deliver our mission to deliver brilliant customer care and great places to call home.


You’ll be passionate about customer experience and have a strong track record of analysing and using customer insight to drive change.


You’ll lead a small team responsible for producing performance data and customer insight so you’ll be a great coach and able to support and develop your team to deliver.


This is a new role and as such you’ll have the chance to make it your own – creating the frameworks and methodologies for continuous improvement and embedding customer journey mapping. 


Key Responsibilities

  • To understand the requirements and priorities for customers in regards to service improvement
  • To scope, plan, implement and evaluate activities using customer insight and in line with all regulation and legislation
  • To seek out internal and external data to support service improvement across the Customer Operations Directorate
  • To ensure the organisation is optimising customer data capture and leading all benchmarking activity
  • To oversee and optimise all transactional customer feedback activity through pulse surveys etc
  • To identify all learning opportunities from customer feedback, analyse performance indicators and trends and identify appropriate actions designed to improve service delivery
  • Lead on revisions to policy and procedures ensuring they comply with regulatory and statutory obligations and supporting those with key responsibility for these documents.


Our client offer fantastic benefits including Pension, Life Assurance, BUPA Private Healthcare and much more. Further to this you can expect 25 days’ holiday (plus bank holidays, PLUS 3 days at Christmas), a comprehensive induction programme and excellent ongoing training.


You’ll not be tied to a desk in this role and you will be able to take advantage of their hybrid working model which includes home, site and office based locations. Furthermore, whilst this role is a full-time position they will consider applications from those that wish to work flexibly/condensed hours/4 days a week etc. If this appeals to you please note this within your job application.


About Our Client

Ranked No. 37 in The Sunday Times Top 100 Best Not for Profit Companies, working for our client is a lifestyle, not just a job. As a multi award winning Housing Association, they've been creating somewhere to feel at home for their team and  their customers for 25 years. Whether working in Development & Regeneration, Operations, Construction, Care or Central Services, you can be sure that they will provide you with a home from home whatever job you do there. Our client are an equal opportunity employer and welcome applicants from diverse backgrounds.



Since our establishment in 2001, networx has been at the forefront of the online recruitment industry.  Through our unique and tailored approach to recruitment, today we are market leaders in the provision of online recruitment solutions and the chosen partner to hundreds of UK businesses.

Find Us
(0) 1943 467 766
The Engine House
Wharfebank Business Centre
Ilkley Road
LS21 3JP
United Kingdom
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