Job Title: Service Improvement Officer
Contract Type: Fixed Term Contract until 31/07/2027
Salary: £37,240.05 Per Annum (£40,986.28 is achieved after 12 successful performances in the role) Per Annum
Working Hours : 35 hours per week
Working Pattern: Monday-Friday in line with our hybrid working policy. Each Wednesday, in person at our Speke Office
Location: Speke, Liverpool
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.
The difference you will make as a Service Improvement Officer
To support the delivery of service improvement across Asset Services, using performance data, customer feedback, technical evaluations and operational insight to identify issues, support service reviews and help embed improvements that enhance service quality and customer outcomes.
About you
We are looking for someone with:
- Experience working in a performance, service improvement, complaints, or operational support role (preferably within housing, property services or a similar environment).
- Ability to analyse data and information to identify trends and support improvement activity
- Good organisational skills with the ability to manage multiple tasks and track progress against actions.
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
Applications may close before the deadline, so please apply early to be considered.
Role Profile
Accountabilities:
- Analyse performance data, complaints and customer feedback to identify trends, root causes and improvement opportunities, supporting the reduction of repeat issues and improving service outcomes.
- Support the development and implementation of service improvement initiatives, ensuring actions are tracked, monitored and embedded into day-to-day operations.
- Assist with service reviews and process mapping activities to improve end-to-end customer journeys and operational efficiency.
- Contribute to lessons learned activity by capturing insights from complaints, audits, post-inspections and feedback, ensuring learning is recorded and shared across teams.
- Maintain logs and trackers to monitor actions arising from service improvement plans, ensuring progress is visible and outcomes are achieved.
Stakeholder Engagement
- Work collaboratively with internal teams (e.g. Repairs, Customer Service, Compliance) and external partners to support the delivery of improvement initiatives.
- Support the facilitation of workshops, meetings and feedback sessions to gather insight from colleagues and customers on service performance and improvement opportunities.
- Assist in preparing reports, presentations and updates for stakeholders, ensuring clear communication of findings and progress.
Compliance & Risk
- Ensure all activities are delivered in line with relevant policies, procedures and regulatory requirements, including housing and consumer standards.
- Support the identification and monitoring of risks relating to service delivery and improvement activity, escalating issues where required.
- Maintain accurate records and documentation to support audit trails, compliance checks and regulatory reporting.
Innovation & Continuous Improvement
- Promote a culture of continuous improvement by supporting innovation, sharing good practice and encouraging learning from service performance.
- Support digital and process improvement initiatives that enhance service delivery and customer experience
Other Duties
- The Service Improvement Officer may be required to undertake additional duties in line with business needs. They will actively promote a performance-focused, customer-centric culture within Asset Services and ensure all activities comply with the Group’s data protection and health & safety policies.
Other Information
- Reports to: Service Improvement Manager
- Working pattern: Monday to Friday- Hybrid working
- Travel requirements: The Performance & Improvement Team are required to work from our Speke Office every Wednesday
Person specification
Knowledge, Skills and Experience
Essential
- Experience working in a performance, service improvement, complaints, or operational support role (preferably within housing, property services or a similar environment).
- Ability to analyse data and information to identify trends and support improvement activity
- Good organisational skills with the ability to manage multiple tasks and track progress against actions.
- Strong communication skills, with the ability to present information clearly in reports and presentations.
- Experience working collaboratively with a range of stakeholders.
Desirable
- Knowledge of social housing, asset management, repairs and maintenance services.
- Understanding of housing regulation, consumer standards or Housing Ombudsman requirements.
- Experience supporting audits, inspections or quality assurance processes.
- Experience using data/insight tools (e.g. Excel, Power BI, CRM systems).
- Awareness of service improvement methodologies (e.g. Lean, continuous improvement approaches).
