Service Improvement Manager

A London Local Authority is seeking an experienced Interim Service Improvement Manager to strengthen performance, regulatory compliance and service improvement across its landlord services. This role is central to monthly engagement with the Regulator and driving improvements across both Housing Management and Property Services.

You will lead service improvement activity during a period of heightened regulatory focus, ensuring KPIs are met, improvement plans stay on track, and senior leaders receive clear and timely updates. You will also oversee complaints handling, performance monitoring and key transformation work across the landlord function.

Duties will include;

Leading monthly engagement meetings with the Regulator, including updates, papers and monitoring progress against improvement plans.

Tracking KPIs across Housing Management and Property Services, identifying areas that need intervention.

Produce reports where targets are missed and propose clear recovery actions.

Oversee delivery and reporting of Tenant Satisfaction Measures

Line management of 5 officers

Coordinate service improvement initiatives and ensure consistent progress across teams.

Lead complaints oversight, ensuring themes are identified and acted upon.

Support policy and procedural updates where required

This role is well suited to someone with strong experience in service improvement, performance management, transformation or regulatory compliance. Housing association experience is highly advantageous. A driving licence is not required.

The working arrangement is hybrid, with two days per week in the office and the rest worked flexibly. An immediate start is preferred.

To apply or find out more, please submit your CV or contact Sam at (url removed)