Performance Improvement & Insight Officer
Location: Surrey
Rate: £282.17 per day (Umbrella)
A Local Authority in Surrey is seeking a Performance Improvement & Insight Officer to join their newly established Business Insight and Improvement Team within the Housing department.
This pivotal role focuses on shaping housing services from the customer’s perspective, delivering robust performance management frameworks, and using data-driven insights to drive service improvement and inform strategic decisions.
Key Responsibilities:
- Design and deliver a comprehensive performance management framework that promotes continuous improvement, drives accountability, and informs decision-making.
- Lead the development, reporting, and monitoring of performance and insight data, ensuring accessible and accurate information underpins business and service-level decisions.
- Support the creation of policies and procedures, including the Council’s approach to complaints and resolution.
- Deliver a specialist service with high standards of advice and case resolution across a range of complexity.
- Ensure compliance with statutory regulations, professional codes of practice, and internal Council policy.
- Drive and deliver projects, interventions, and improvement initiatives, aligning closely with corporate and business plans.
- Support the upskilling of Case Management and Customer Services teams to ensure high-quality enquiry and case handling.
Essential Skills & Experience:
- Proven ability in project and programme management, particularly with a focus on process engineering.
- Significant experience in performance management, including the development of effective monitoring and reporting frameworks.
- Experience leading or contributing to recognised performance regimes such as ISO 9000 or the European Framework for Quality Management (EFQM).
- Demonstrated use of performance data to enhance business performance, regulatory compliance, and public perception.
- Experience within social housing or Local Government is beneficial but not essential.
