Service Improvement Officer

• HR_Recruitment_Pack_2024
• Service_Improvement_Officer

To apply for this vacancy, click the “Apply Online” link.

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About the Role

We are looking for a motivated and analytical Service Improvement Officer to join our Housing Services team. This is an exciting opportunity for someone passionate about improving customer experience, driving performance, and supporting positive change across housing services.

The successful candidate will play a key role in supporting continuous improvement by providing policy development, research, performance evaluation, and monitoring support to staff, tenants, customers, and stakeholders.

You will work closely with managers and teams across the service to identify opportunities for improvement, evaluate performance, analyse data, and support service reviews to ensure high-quality, customer-focused housing services.

What you’ll do:

* Use Tenant Satisfaction Measures  (TSM) performance data to deliver measurable service improvements

* Turn insight and feedback into practical, customer-focused solutions

* Lead tenant engagement and satisfaction activity

* Support service reviews and track impact of improvement plans

* Provide support to Service Improvement Managers in delivering projects.

What you’ll bring:

* Experience in service improvement or performance

* Strong analytical and problem-solving skills

* A proactive, solutions-focused mindset

* Ability to engage and influence stakeholders

What We Offer

In return for your valued contribution, we offer a competitive benefits package which includes:

* Hybrid and agile working policies

* Training and development opportunities including apprenticeships

* Generous annual leave and flexi time

* An employee assistance programme

* Membership of the Local Government Pension Scheme

You can find out more about working at Waverley and our benefits by visiting: Jobs | Waverley Borough Council

Ready to join us?

Apply now and help shape the future of Waverley. For an informal conversation, please contact

Lillian Lanek (Service Improvement Manager -Interim) on lillian.lanek@waverley.gov.uk 

The closing date for application is 9am on the 16th October 2026 and we anticipate interviews being held on 23rd October 2026.

Equality and Inclusion Statement

The district is home to many different people, and we want our workforce to reflect our diverse local communities. We encourage and welcome applications from people of all backgrounds and experiences – we are a Disability Confident employer and appoint on merit. You can find out more about this scheme and check your eligibility here - Working at Waverley Borough Council | Waverley Borough Council

We are proud to have signed the Armed Forces Covenant and welcome applications from serving or ex-members of the armed forces and their partners. We offer an interview scheme for serving and ex-military forces members when they meet the essential criteria for the role. You can find out more about this scheme and check your eligibility here - Working at Waverley Borough Council | Waverley Borough Council

Please note we do not accept applications after the stated closing time.

Right to work in the UK will be checked as part of the interview process.