Service Improvement Officer

The role:

As a Service Improvement Officer, you’ll be the driving force behind enhancing our workplace efficiency and customer satisfaction. Your mission is to review our current processes, identify opportunities for improvement, and implement changes that boost productivity and create a better experience for both colleagues and customers.

We offer hybrid working but there is an expectation that you attend the office twice a week, and additionally as needed.

We value colleagues who consistently demonstrate and champion our values and who create positive relationships with colleagues, customers and stakeholders.

Although not an exhaustive list, key responsibilities include:

• Conduct thorough service reviews aligned with our improvement roadmap, including gathering feedback from colleagues and customers, analysing data, and mapping customer journeys and service processes.
  
  
• Apply methods like Lean, Plan-Do-Check-Act, Gemba Walk, benchmarking, Kaizen, and feedback to shape your strategies.
  
  
• Collaborate with the IT team to reduce manual tasks and boost consistency using tools like Power Automate, Power BI, and Copilot.
  
  
• Train colleagues and support them through changes track the success of improvements, and make sure they’re smoothly integrated.
  
  
• Use data to identify trends and inform where we can make impactful improvements and regularly report on these activities and outcomes to senior managers.
  
  About You:
  
  At Brighter Places, we value and nurture talent, welcoming both experienced professionals and those with the right attitude and determination who are looking for get their foot on the ladder. No matter who you are, where you’re from, or the journey you’ve been on so far, we’ll welcome your unique experience and perspective – and help you find your brighter future.
  
  For this role we are looking for individuals who have:
  
  
• Experience in a service improvement or project management role, preferably within the housing sector.
  
  
• Experience in analysing data and implementing improvement initiatives based on data.
  
  
• Experience in conducting workshops and collecting feedback from diverse stakeholders, including colleagues, customers, and residents living in our homes.
  
  
• Experience in using Power BI to create dashboards and mapping of data.
  
  
• Ability to work on own initiative and make accurate judgments.
  
  
• Ability to manage own time, and plan and prioritise workload.
  
  
• Excellent IT skills including Microsoft Office packages.
  
  
• Good negotiation and persuasion skills.
  
  
• Ability to form effective working relations with a range of community stakeholders.
  
  The successful candidate must hold a valid driver’s license and access to a car. A basic DBS check will be obtained upon successful appointment of this role