Service Improvement Officer
| Posting date: | 06 June 2025 |
|---|---|
| Salary: | £19.30 per hour |
| Additional salary information: | per hour PAYE |
| Hours: | Full time |
| Closing date: | 04 July 2025 |
| Location: | Greenwich, SE18 6HQ |
| Company: | Triumph Consultants Ltd |
| Job type: | Temporary |
| Job reference: | JM RQ1537887 |
Summary
What's involved with this role:
Service Improvement Officer
Greenwich JM RQ1537887
Pay rate: £19.30 per hour PAYE
35 hours per week (Mon-Friday 09:00 - 17:00)
Contract Length: 5 months
Location: Greenwich, London SE18 6HQ
The Role:
Our client is seeking a proactive and highly organised Service Improvement Officer to play a critical role in enhancing the delivery of services across the Housing and Safer Communities Directorate.
This is an excellent opportunity for a motivated individual to contribute to real change, ensuring high-quality services for residents.
Your Responsibilities:
Handling and managing customer complaints, MP and councillor enquiries, and statutory information requests (FOI, EIR, and DPRs);
Leading the Directorate’s service improvement initiatives and supporting operational excellence;
Managing and supporting project work and administrative functions;
Jointly managing the Service Improvement Assistant.
Analyse, allocate, and manage all forms of complaints and correspondence, including Ombudsman, MP, and member enquiries.
Coordinate FOI, EIR, and data protection requests in compliance with legislation and corporate guidelines.
Monitor casework timeliness and escalate risks or delays to managers and DMT as appropriate.
Lead on the implementation of service improvement initiatives by identifying best practices and proposing procedural changes.
Organise and run the monthly Service Improvement Group, setting agendas, capturing actions, and delivering outcomes.
Represent the Directorate on casework systems (e.g., Covalent) and develop directorate-specific logging and reporting procedures.
Oversee the Directorate’s Mystery Shopping programme to gather resident feedback and develop resident-led training packages.
Create regular performance reports and maintain comprehensive data logs for continuous performance monitoring.
Promote a culture of openness and responsiveness in complaint handling, providing accessible information and promoting early resolution.
Jointly supervise and support the development of the Service Improvement Assistant.
Represent the Directorate at service improvement networks and benchmarking forums with other local authorities and social landlords.
Essential Requirements:
Strong experience in handling complex complaints, FOI, and data protection enquiries.
A proven track record in service improvement, data analysis, and reporting.
Excellent communication and stakeholder engagement skills, with an ability to influence service change.
Solid knowledge of local government processes, relevant legislation, and information governance.
A proactive and resilient approach, able to manage conflicting priorities in a fast-paced environment.
Experience of using casework or performance systems and confidently working with data and IT platforms.
A commitment to equality, safeguarding, and continuous service enhancement.
Essential Requirements:
Strong experience in handling complex complaints, FOI, and data protection enquiries.
A proven track record in service improvement, data analysis, and reporting.
Excellent communication and stakeholder engagement skills, with an ability to influence service change.
Solid knowledge of local government processes, relevant legislation, and information governance.
A proactive and resilient approach, able to manage conflicting priorities in a fast-paced environment.
Experience of using casework or performance systems and confidently working with data and IT platforms.
A commitment to equality, safeguarding, and continuous service enhancement.
If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
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Job Ref: JM RQ1537887
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.