Service Improvement Co-ordinator

Hounslow, England, United Kingdom

6/2/2025

About Us At Hounslow

We’d love you to join us at the London Borough of Hounslow! Our people are deeply committed to providing excellent services to our residents, doing all we can to make lives as good as they can be.

We are an outstanding council, serving an outstanding borough.

With brilliant, visionary leadership, a dynamic Cabinet and a can-do culture, we’ve built strong partnerships which have transformed how we serve one of London’s most diverse boroughs. Hounslow is the world in one place and full of potential. We are stepping up for our residents like never before.

About Our Commitment To Diversity And Inclusion

We live by five core values: Lead with Heart, Do New, Pass on the Power, Harness the Mix and Be a Rock. All our work has equality, diversity and inclusion at its very heart, best articulated in “Harness the Mix”. It's about breaking down barriers between our parts and people and unlocking the problem-solving power of our amazing mix of minds. We serve a diverse community, we have a diverse workforce and we are committed to being an inclusive employer.

We work hard to create representation across our workforce and leadership community, we have thriving employee network groups and our learning and development programmes help us lead, model and breathe ways of working that eliminate inequality, inequity, injustice and bias.

As part of this and under our commitments as a Disability Confident Employer, we make reasonable adjustments to accommodate our candidates. There’s space for you to tell us what you need within our application form.

Our Benefits

About The Role

This is an exciting opportunity to join our Homelessness, Independence and Preventative Service which adopts a preventative approach across the housing, health and social care agendas. Your primary focus will be working on the Council’s housing complaints, Member enquiries and helping to identify service improvements within the Homelessness, Independence and Preventative Service.

About The Team You’ll Be Working In

This is an exciting and busy role that is at the centre of the Councils response to homelessness. The service is developing and progressing our agenda to reduce the use of temporary accommodation and achieve more upstream prevention outcomes.

• You will ensure effective responses are provided to complaints and enquiries from customers, Councillors and MPs which address the problem and take appropriate action to resolve service issues at the earliest opportunity.
• You will assist with the management of the Council’s housing complaints inbox and working with the Customer Services team to deal directly with the root cause of complaints and offer clear solutions in order to prevent any matters from escalating.
• To be a key point of contact between the Council and those needing our service in order to identify the root cause of a complaint. Take active steps to identify solutions by liaising with the Officers, Managers as appropriate.
• Assist working on projects as required by the service.
• Develop and assist with the implementation of service improvement plans across the service.
• Engage customers and peers with effective complaints resolution mechanisms.
• You will need to be energetic and enthusiastic and you will need excellent interpersonal skills to quickly build up rapport and trust with residents and other professionals. You will proactively learn on the job to build up your knowledge and skills.
  
  

About You

You have extensive knowledge and experience of the Housing Act 1996 (as amended) and the Homelessness Reduction Act 2017, working with vulnerable people, and experience of leading multi-disciplinary housing teams and work involving complex needs and diverse client groups and an expert knowledge of homelessness and associated legislation

• You have experience of writing stage 1 and 2 responses, Ombudsman and statutory reviews.
• You have knowledge of housing legislation, policy and guidance and a comprehensive knowledge of issues that affect homelessness and supply and demand of housing across the country and in London, understanding how national policies drive local resourcing and the impacts on vulnerable people with complex needs.
• You have extensive experience of managing customer concerns and have worked with them to identify solutions and assist with the development of service improvement plans for staff.
• You are an expert communicator who engages effectively with a broad range of people, including applicants, colleagues, and elected members, to motivate, influence, negotiate and persuade and achieve multi-disciplinary outcomes to meet wide ranging needs.
• You are a creative and analytical problem solver who takes responsibility to see problems through to successful resolution, ensuring your work and the work of the team achieve service outcomes that support the shared goals of the council, while operating with financial acumen.
• You are an organised person who is adept at managing large workloads and changing demands at short notice, as required by the service needs. You are able to manage your diary to ensure that deadlines are met.
• You have a relevant qualification or requisite work experience.
  
  

Essential For The Role

Basic DBS check is required for the role.

• Are you passionate about customer services?
• Are you an experienced homelessness professional?
• Are you looking to working in a forward thinking and progressive housing department?
  
  

If the points above resonate with you, we would like to hear from you.

Please read more about the work you’ll be doing in the Role Profile.

Email:

The key information you need about the role should be in the Role Profile, but if you have any further questions about the role, please contact:

Interviews for this job will be held during June 2025.

Email:

Interviews for this job will be held during June 2025.