Service Improvement Manager
Edinburgh | Scotland's Housing Network
£42,882 - £47,032
1st June 2020, at Noon
Salary and Employment Details
Post: Service Improvement Manager
Location: 19 Haymarket Yards, Edinburgh, EH12 5BH
Hours: 35 hours per week
Salary: £42,882 to £47,032
Line Manager: Chief Executive
Direct Reports: N/A
To deliver the work of the SHN by encouraging and supporting members’ progress towards achieving continuous improvement in line with Regulatory Standards, legislative requirements and best practice. You will do this by: promoting the development and implementation of service improvement planning; promoting the development and sharing of information through keeping up to date with policy developments, research, practice exchanges, data analysis and delivering benchmarked performance services.
• Provide support to the Network and its member organisations in line with SHN’s Business Plan.
• Deliver services that support individual members and the sector to be well-informed of relevant housing issues.
• Carry out specific projects to achieve the objectives set out in the Business Plan or to meet members’ needs.
• Manage and deliver training and briefing sessions as required.
• Prepare reports and information for the Network as required.
• To act as an ambassador for SHN and take opportunities to promote the Network.
• Represent SHN at external working groups or deputise for the Chief Executive when required (e.g. in representing the Network in contacts with external agencies).
Research Data Analysis and Benchmarking
• To support and contribute to the development and delivery of the benchmarking service including identifying new indicators, verifying data, participating in consultations, managing the website and preparing reports.
• To analyse results, facilitate understanding of benchmarking information and to support members in identifying service improvements by providing presentations, reports, facilitating discussion and signposting to sources of good practice.
• To conduct benchmarking exercises between members to learn from lessons and share positive practice.
• To research, analyse and interpret relevant statistical information from existing databases, benchmarking work, surveys and questionnaires and discuss possible implications with members.
• To manage and maintain the range of SHN data benchmarking databases and information sources ensuring information is robust and reliable.
• To collaborate in the review and maintenance of key performance indicators which are effective in achieving continuous improvement by the social housing sector.
Self-Assessment & Improvement Planning
• To develop and keep under constant review self-assessment services within the Network.
• To organise and deliver tailored self-assessment services to meet the needs of individual members.
• To inform content of practice exchange events with findings from self-assessment reviews.
• To work with regulatory bodies and other agencies to promote the benefits of self-assessment.
Practice Exchange Forums & Good Practice Dissemination
• To actively keep informed of current issues and good practice within housing/social policy from existing sources.
• To deliver a range of practice exchange events to facilitate the exchange of good practice across the Network.
• To record outcomes from practice exchange forums and make them available within the Network.
• To develop appropriate on-line mechanisms for disseminating and sharing good practice.
• Conduct good practice studies and collaborate with other stakeholders to identify policy or procedural differences that impact on performance and share results with members.
• To identify and meet members’ needs by offering new practice exchange forums where no other provision is made by other organisations and in line with SHN’s Business Plan objectives.
• To develop guidance on good practice for publication in different forms.
Business Development & Members’ Support
• Respond appropriately to ad-hoc requests for information from members.
• Manage external contractors and project budgets as required.
• Assist the Network to identify and implement new ICT opportunities to support more effective internal working and support the delivery of a modern efficient services.
• Support the ongoing maintenance and development of the existing members and public facing website. To assist in maintaining membership records in line with data protection requirements.
• To act as an ambassador for SHN and take opportunities to always promote the Network in a positive way.
• To maximise marketing for the Network by taking advantage of speaker requests and social media opportunities.
• To promote SHN services to non-members to grow the Network.
• To produce publications, guides and marketing materials to promote the activities of the Network and support members.
Person Specification: Essential/Desirable
Educated to degree level or equivalent experience can be demonstrated at a senior level. E
Relevant professional membership. D
Formal training in spreadsheet and database software. D
Knowledge of current policy initiatives in relation to improving public and housing services E
Ability to develop and maintain effective working relationships with a range of organisations and individuals. E
Ability to write well-structured, clear and persuasive reports and procedures. E
Ability to present information and proposals to a range of audiences. E
Ability to work confidently with IT systems. E
Ability to work under own initiative. E
Able to work under pressure and meet deadlines. E
Effective communication and interpersonal skills. E
Effective negotiating skills D
Ability to organise a varied and complex workload with limited managerial support. E
Project management skills. E
Knowledge of performance management and self-assessment practices. D
Knowledge of resource and financial management issues. D
To confidently facilitate forums for large audiences. D
To design and deliver workshops and training events. D
At least five years’ experience of housing/social policy/service development in the public or voluntary sectors E
At least one year’s experience of project management E
Experience of analysing, and interpreting statistical information. E
Experience of research techniques. D
Current driving licence and willingness to travel extensively.
Flexibility to work at various locations – spending evenings away from home on an occasional basis.
Scope for working from home.
Commitment to collaborative working style.