Overview
The London Borough of Harrow is seeking a dedicated Service Improvement Officer to drive enhancements within the Housing Needs Service. This role is pivotal in ensuring the delivery of high-quality services that align with legislative requirements, corporate standards, and best practice. The successful candidate will lead the development and implementation of improvements to the HPA2 Locata system, enabling the service to fully leverage its capabilities. Using performance data and customer feedback, the Service Improvement Officer will identify areas for development and create actionable improvement plans. They will design and manage a programme of service reviews, ensuring that recommendations are effectively implemented. A key part of the role involves analysing customer complaints, conducting quality checks, and constructively challenging teams and managers to ensure continuous improvement. The postholder will also oversee the collection and submission of data to the Department for Communities and Local Government, contributing to a national understanding of homelessness and its societal impact. Additionally, they will support the creation, monitoring, and evaluation of a learning and development programme for staff across the Housing Needs Service, helping to build a knowledgeable and responsive team.
About You
The successful candidate will have:
- Experience working in a front facing team interviewing and assessing clients need for assistance.
- Experience of working on defined operational projects, working to tight deadlines and objectives with minimum supervision.
- To be a confident, engaging communicator, able to positively handle contact.
- Ability to train and coach colleagues.
- To be able to understand complex data and the ability to produce user friendly reports and analysis
- To have strong quantitative and qualitative research skills with a good understanding of a range of research, data analysis and evaluation methods, as well as a solid understanding of homelessness services.
- Ability to work unsupervised, prioritise workloads and achieve targets and deadlines.
Related Documents
For more information, please refer to the Role Profile/Selection Criteria
