Service Improvement Manager
  • Employer: Optivo
  • Reference: EXT/138010
  • Published: Thu 19/11/2020, 7:16 AM
  • Closing on: Thu 03/12/2020, 23:00 PM
  • Working Pattern: Full Time
  • Hours: 36 hours per week
  • Salary: £47,942 (London) £47,179 (Kent)
  • DBS Check: No
  • Location: Croydon, Kent

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Service Improvement Manager

Closing date for applications: Thursday 3 December 2020, 23:00pm

Interview date: Week commencing 14 December 2020 (Interviews will take place via Video Conference)

We’re looking for an exceptional Service Improvement Manager who wants to make a difference and thrives in a challenging environment. If you have a proven track record of working collaboratively with colleagues on a wide range of service improvement projects and lead on technical process driven tasks, a fabulous opportunity has arisen to join Optivo’s Asset Services Team as a Service Improvement Manager.

One of the largest housing providers in the UK, Optivo is also a member of the G15 group of London’s biggest housing associations. Currently, we’ve over 45,000 homes across London, the South East and the Midlands, giving 90,000 people somewhere affordable to call their own. And, we’re still growing. Indeed, with a target of 1.500 homes in development every year, there’s never been a better time to join us.

What you’ll be doing                                            

Initially, you’ll lead on the delivery of our new cloud based compliance management system, True Compliance. You’ll also successfully implement & pilot other service improvement programmes, projects and initiatives, ensuring clear and attainable milestones are achieved. By proactively monitoring their progress, identifying issues and proposing corrective action to the Head of Change Management.

Over the course of this exciting 8 month fixed term contract you’ll lead on various Service Improvement Programmes and initiate extra activities & other management interventions, wherever gaps in programmes are identified. You’ll make best use of technology that reflect best practice and support operational activity delivering resident services. You’ll build and manage strong stakeholder relationships across the business ensuring regular and meaningful contact. Manage stakeholder expectations by creating clear guidance and mapping throughout the implementation phase.

What you’ll need

You’ll have a strong track record in Project or Service management, monitoring of outcomes, and the management of risk and associated issues.

You’ll have In-depth knowledge and skill in developing and implementing processes and procedures.

You’ll have proven experience of delivering to desired outcomes and within quality, time and cost limits.

You’ll be an excellent team-player, highly-skilled in negotiation and influencing techniques and ability to work collaboratively with staff of all disciplines, and engaging with all stakeholders.

You’ll have impeccable organisational skills with the ability to manage and prioritise own workload

You’ll possess the ability to proactively manage challenges and competing priorities, and think creatively in resolving programme and project delivery issues.

You’ll have previous experience rolling out a new software across a large scale organisation. Knowledge of Apex, Orchard, Risk Hub, True Compliance, CRM systems would be beneficial. Having a balanced approach in being technically minded and an excellent attitude in delivering great customer service is integral.

You will work with a range of stakeholders, so a positive approach to collaborative team working is essential. You’ll need to live our One Team culture!

If you’re interested in having a conversation about this fantastic opportunity, please email our Talent Acquisition Team at TalentAcquisition@optivo.org.uk 

What’s in it for you?
You’ll enjoy a great salary and benefits package, including 27 days (rising to 30 days) plus bank holidays, and a day off for your birthday. You can also buy and sell leave up to 5 days. We have generous pension and life assurance schemes too, plus a cycle to work scheme and travel loans. Add in a healthcare cash plan covering dental, glasses, physiotherapy, vaccinations, 24 hour GP and more, plus various high street discounts, (not to mention flexible working and in house career development opportunities). If you are passionate about what you do and share our ambitions, we look forward to hearing from you.

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