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Service Improvement Officer RBKC17542

Job Summary:

Salary range: £27,800 - £37,600 per annum plus performance related pay

Work location: The Hub, London W10 5BE

Hours per week: 36

Contract type: Permanent 

Closing date: 6 December 2019

Contact details for an informal discussion: Amanda Johnson on 0207 361 2178 

About Us:

This department is responsible for housing, communities and improving the lives of local residents.  This includes landlord services and estate management, planning, refurbishment, and advice and support to help maintain healthy and safe homes.

A significant part of our work is focused on creating stronger communities, by working together with local residents on recovery following the Grenfell tragedy.  
In response to London’s affordable homes crisis, we are committed to building more social housing to help people on lower incomes to live, work, and raise their families in the borough. Our housing team also work closely with affordable housing providers and other agencies to manage homelessness, and give support to older residents to live independently.  Find out more about our vacancies here.

The Role:

At the Royal Borough of Kensington and Chelsea, we want to create an area that our residents are proud to live in. Which is why we’re involving our communities from the start. We need to continue improving the quality of our services by keeping our residents at the heart of everything we do. This is essential to rebuilding trust with our residents, because the work you’ll do will impact many of their lives.

As a Service Quality and Improvement Officer, you’ll use resident feedback to drive Housing Management improvements. In fact, you’ll work with colleagues to develop the department’s improvement programme. It aims to deliver and maintain excellent services through customer insight and residents’ opinions. You’ll also co-ordinate any projects needed to achieve this and you’ll become an advocate for best practice, innovation and continuous improvement. 

To excel in this position, you’ll bring experience of delivering effective projects that make the customers’ experience positive. You’re also familiar with drafting customer surveys that produce tangible outcomes. This is no easy task, so you’ll need excellent time management and organisational skills to effectively manage a varied and busy workload. But you won’t do it alone, as you’ll have the support of your team. To achieve changes, you’ll need to influence and negotiate so that Housing Management continually improves, so your excellent communication skills will be key.

For more information about the role, please see the full Job Description.

About You:
  • Experience of delivering housing management services
  • Experience of business process mapping 
  • Experience of collaborative working with  stakeholders to deliver service improvements and change
  • Experience of delivering improvements, which result in efficiencies, enhance the customer experience and working processes
  • Experiencing of developing, updating and implementing policies and procedures
  • Ability to support colleagues to put residents at the heart of everything they do
  • Excellent time management and organisational skills to effectively manage a varied and busy workload
  • Ability to work effectively to tight deadlines 
  • Can demonstrate effective influencing, negotiating and advocacy skills to ensure that Housing Management continually improves
Role Requirements:
  • To drive improvements within Housing Management, ensuring that residents are at the heart of everything we do and their feedback is used to make change
  • To promote best practice, innovation and continuous improvement across Housing Management
  • To work with colleagues to develop effective mechanisms to drive innovation and continuous improvement in order to deliver, and then maintain, excellent services 
  • Assist with the co-ordination and delivery of the service improvement programme to transform Housing Management
  • Co-ordinate any customer insight projects commissioned to understand residents views and improve services
  • Act as champion for service improvement and quality assurance across Housing Management, encouraging a constant strive for improvement.



We work in partnership with Hampshire County Council (HCC) who deliver many transactional services on our behalf. Although most communications will be from HCC, all selection and appointment decisions will be made by RBKC. Certain services are shared across more than one Council area to nearby neighbouring Authorities. This enhances delivery and reduces costs. Your recruitment information will advise if your remit extends beyond RBKC.

We will primarily contact candidates by e-mail throughout the recruitment process, please monitor your email junk / spam folder as our system generated emails may be allocated to these folders by your email settings.

We engage our staff with a variety of learning types including face-to-face and virtual learning because we want to ensure our staff understand our values and behaviours, grow their skills and develop their careers.


We are committed to promoting equality and respecting diversity and welcome applications from all sections of the community.


We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.


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