Service Improvement Manager

Job Title: Service Improvement Manager
Contract Type: Permanent
Salary: £50,231 (£55,519 is achieved after 12 months successful performance in the role)
Working Hours:35 hours per week
Working Pattern: Monday to Friday- Hybrid working
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.

The difference you will make as a Service Improvement Manager

You will lead and coordinate service improvement across asset services, using performance data, resident feedback and technical evaluations to enhance service quality, efficiency and responsiveness. Develop and implement improvement frameworks to ensure customer feedback and performance data drive positive change and better outcomes for residents. Key focuses include identifying improvement opportunities, coordinating technical audits and post-inspections, and collaborating with internal and external stakeholders to design solutions and embed lasting improvements.
About you
We are looking for someone with

Experience in service improvement, operational delivery or technical assurance within housing, property or asset services, with a track record of implementing initiatives that improved service quality, customer satisfaction or operational efficiency.
Strong analytical skills, able to interpret data and turn insights into service improvements.
Knowledge of housing asset management, repairs and maintenance, and familiarity with social housing regulations (e.g. building safety, consumer standards, Housing Ombudsman guidance) and their application to service delivery.
Experience coordinating audits, inspections or other quality assurance processes, and using findings to drive improvement and ensure compliance.
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.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

Service Improvement & Insight

Analyse performance data (e.g. KPIs) and resident feedback (e.g. complaints, surveys) to identify root causes and opportunities for improvement, aiming to reduce repeat issues and improve “right first time” resolution.
Work with the Performance Management team to interpret data and translate findings into actionable service enhancements, producing clear recommendations and tracking the impact of improvements over time.
Lead service reviews and process redesign initiatives to improve end-to-end customer experience and operational efficiency. Drive initiatives to increase first-contact resolution and streamline processes for better outcomes.
Lead lessons learned activities, ensuring findings from service failures, audits and feedback (including Housing Ombudsman determinations and sector spotlight reports) are captured, shared and translated into lasting improvements. Develop recommendations so the organisation proactively addresses issues and learns from experience.
Ensure service improvements are embedded into business-as-usual through follow-up reviews, operational checks and stakeholder feedback. Verify that changes deliver intended benefits and adjust as needed to sustain improvements long-term.

Technical Assurance

Coordinate technical audits of asset-related works (including post-inspections) to assess service quality, compliance and effectiveness.
Ensure audit findings inform service improvement plans and contractor performance discussions; address identified issues promptly with relevant teams to drive up quality.
Work with Standards and Delivery teams to maintain consistent standards and quality assurance across all repairs, maintenance and investment programmes, ensuring residents receive a reliable, high-quality service.

Stakeholder Engagement
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