Southampton City Council Housing is embedding a new operating model designed to strengthen accountability, improve decision-making and put customer insight, performance and continuous improvement at the heart of how services are planned, managed and improved.
We are looking for an experienced and curious professional to lead the development and embedding of Housing’s Performance Framework and Customer Insight Model. This is not a traditional performance reporting role. The successful candidate will help Housing understand what matters, how services are performing, what residents are experiencing and where learning needs to translate into action.
Working across Housing, you will create practical frameworks, standards and methods that help leaders, managers and teams use evidence well. You will connect performance information, customer insight, complaints learning, TSMs, case studies, service data and assurance evidence so that Housing can make better decisions, focus on the right priorities and demonstrate improvement.
You will support a culture where performance conversations start with purpose and customer outcomes, not just targets. You will help managers use evidence to understand root causes, identify risks, spot unintended consequences and build meaningful service improvement activity through routines such as service reviews and Quarterly Action Plans.
The role will suit someone who enjoys turning complex evidence into clear choices, building practical frameworks, working with senior leaders, and helping large organisations learn and improve. You may have experience in performance management, customer insight, service improvement, business intelligence, organisational learning, housing, local government, regulation or another complex customer-facing environment.
If you are motivated by helping services understand their impact, listen to customers, make better decisions and turn learning into measurable improvement, we would like to hear from you.
What we can offer you:
Salary: The salary band for this role is £52,413 - £58,865 per annum. The starting salary is £52,413 with annual progression through the salary bands.
Here at SCC we have a range of different benefits, a few examples can be found below.
- Excellent local government pension with 15.2% employer contribution
- Death in service benefit of x3 salary, and optional salary sacrifice shared cost AVC (additional voluntary contribution)
- Generous holiday 25–31 days, based on role and service
- Flexible working options (role-dependent)
- Family-friendly policies - Maternity, Paternity, Adoption, Shared/Unpaid Parental Leave, Time off for Dependents
- Training and development, including coaching and mentoring
- Health and wellbeing support - Employee Assistance Programme, Menopause Pledge, Mental Health First Aiders and access to a variety of staff networks
- Veteran-friendly employer with the Armed Forces Covenant
- Retail discounts and savings through the Southampton City Council benefits platform
- Discounted memberships at local sports and fitness centres
- Sustainable travel benefits - low emission car scheme, cycle to work, season ticket loans
- Employee volunteering scheme with 2 paid days leave to volunteer
For further information on our benefits package please visit: Employee benefits (southampton.gov.uk)
If you feel you have the necessary background, experience, and skills to undertake this role we would like to hear from you.
Contact details for informal discussion:
For an informal chat about the roles, please contact Matt Luik, Principal Specialist Housing Planning, Performance and Governance via email to arrange a Teams call, [email protected]
Recruitment contact details:
Email: [email protected]
Tel: 023 8083 4033
For more information about SCC please visit Southampton City Council
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