Service Improvement & Insight Officer

Service Improvement & Insights Officer

12 - 18 month FTC/ Perm

We’re looking for a detail‑driven Service Improvement & Insights Officer to join our Service Improvement Team and help us deliver high‑quality, customer‑focused housing services.

If you enjoy analysing data, improving processes, and turning insight into action, this role will suit you perfectly.

The role

You’ll support continuous improvement across Housing by:

• Reviewing and developing policies, procedures, and process maps

• Ensuring compliance with housing legislation and regulatory standards

• Collecting, analysing, and reporting on KPIs, benchmarking data, and annual returns

• Supporting service reviews and tracking improvement plans

• Coordinating the Tenant Satisfaction Survey and sharing findings with teams

• Producing clear, accessible information for tenants, staff, and stakeholders

• Researching best practice and summarising new Government policy

• Sharing Housing Ombudsman insight and spotlight reports internally

• Assisting with project work and business continuity planning

What you’ll bring

• Experience drafting or reviewing policies in housing, public sector, or regulatory settings

• Strong analytical and research skills

• Ability to interpret data and produce performance reports

• Knowledge of housing legislation, consumer standards, and statutory reporting

• Excellent written and verbal communication skills

• Ability to work across teams and manage multiple deadlines

• A proactive, improvement‑focused mindset