Job Description

Job Title:

Insight & Improvement - Specialist

Contract:

3 Month Contract, with the possibility of an extension

Pay Rate:

220.00 Per Day

Location:

Guildford, GU2 4BB

Working Hours:

37 Hours Per Week, Mon - Fri

Purpose of the Role:

The Insight & Improvement Specialist plays a vital role in Guildford Borough Council's Housing team, working within a newly formed Business Insight and Improvement team. This post is responsible for shaping and delivering a performance management framework for housing services, ensuring decisions are data-driven and focused on customer needs.

The role involves designing and reporting on service performance, developing insight tools, supporting complaints and resolution processes, and driving service improvement through collaboration, data analysis, and policy development.

Key Responsibilities:At Specialist Level 1:

Deliver customer-focused specialist advice in one area of expertise. Monitor and report on performance metrics and trends using data systems and dashboards. Support the implementation of performance frameworks and continuous improvement practices. Assist colleagues in developing policy, procedures, and best practices. Advise customer service and case management teams on routine cases. Stay current with policy, legislation, and developments in housing performance and insight. Collaborate cross-functionally with teams, councillors, and stakeholders.

At Specialist Level 2 (in addition to above):

Manage complex or sensitive performance and improvement-related projects or cases. Lead reporting, audits, and performance reviews across housing services. Provide functional guidance to other team members and act as the primary contact for complex service improvement issues. Develop insight tools and business intelligence reports that enhance decision-making.

Key Objectives:

Improve service delivery by identifying and implementing data-led improvements. Maintain accurate records and reports to support regulatory and internal requirements. Monitor and ensure compliance with legislation and corporate policies. Support the development of digital and self-service initiatives. Lead or contribute to corporate and community projects related to housing performance.

Qualifications & Experience:

Essential (Level 1):

Educated to A-Level/NVQ Level 3 or equivalent experience. Strong understanding of performance data, service improvement, and customer insights. Familiarity with housing services, performance indicators, or business intelligence systems. Strong IT skills and ability to manage reporting tools and systems.

Essential (Level 2):

Degree (preferred) or equivalent experience in data analysis, housing, or business improvement. Demonstrable experience leading performance management initiatives or improvement projects. Experience working with senior stakeholders, preparing reports, and influencing change. Experience in delivering measurable service improvements through data analysis.

Specialist Knowledge & Desirable Experience:

Experience of managing ISO 9001, EFQM, or other quality assurance frameworks. Familiarity with housing regulation, performance data, and reporting requirements. Experience of working in social housing or local government is advantageous. Understanding of customer satisfaction metrics and insight methodologies.
Job Types: Full-time, Fixed term contract
Contract length: 3 months

Pay: 220.00 per day

Schedule:

Monday to Friday
Application question(s):

Do you have experience in managing ISO 9001, EFQM, or other quality assurance frameworks? Do you have familiarity with housing regulation, performance data, and reporting requirements?
Work Location: In person

Reference ID: 5266616