JOB DESCRIPTION. Performance Improvement Officer (within Customer Services Team) Enquiries, Compliments and Complaints Co-ordinator

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1 JOB DESCRIPTION ROLE: Performance Improvement Officer (within Customer Services Team) LEVEL: Level 6 SALARY BAND: up to RESPONSIBLE TO: RESPONSIBLE FOR: DEPARTMENT: Customer Services Manager Enquiries, Compliments and Complaints Co-ordinator Housing Services JOB CONTEXT: The Trust Customer Services Team (CST) are responsible for providing an effective and efficient Customer Contact experience, aiming to resolve customers enquiries at first point of contact. Services provided by the team include, but are not limited to: repairs, investment, defects, rent payments, complaints, compliments, formal enquiries, landscaping, home contents insurance, lettings and neighbourhood enquiries. These services are provided by various methods including telephone contact, face-to-face, , social media and written correspondence. The team also carryout Satisfaction Surveys via outbound telephone contact to establish customer satisfaction levels and provide a provision of administrative support across the Trust to assist with the delivery of an effective and efficient service. The Performance Improvement Officer is a key role responsible for continuous improvement in how CST delivers services to customers, using historical data, planning, forecasting, customer insight, feedback and satisfaction information to identify and drive service improvements which meet the needs of customers and the Trusts direction. The Performance Improvement Officer will work closely with all departments within the Trust and through CST analysis, is responsible for identifying improvement opportunities within those service area s which are beneficial to customers and provide efficiencies for the Trust 1

2 OVERALL JOB PURPOSE: Line Management of Enquiries, Compliments and Complaints (ECC) Coordinator, i.e. PDR s, setting SMART objectives, disciplinarians, absence management, etc. Ensuring ECC co-ordinator is trained, developed and coached to reach their optimum potential and aspirations To analyse and interrogate historical data, customer insight, customer feedback, and customer satisfaction information to identify areas of, and provide recommendations for improvement. To forecast and plan all short, medium and long term activity within CST, ensuring targets will be achieved. To act as the interface between CST and the Trust in relation to (CST) performance and improvement To manage the Halton Direct Link Service Level Agreement, ensuring targets and value for money is achieved Establish strong networks, benchmarking against peer organisations and develop a programme of continual improvement to develop services to customers To keep fully up to date with changes to the internal and external environment, always seeing the bigger picture, and anticipating the impact for CST, customers, internal departments, external partners and the Trust reputation. Liaise closely with other teams within the Trust to ensure that a joined up service is delivered to customers. Liaise with other departments to understand their support requirements, negotiating priorities where necessary. Maintain and improve the information provided to internal and external customers across the range of methods, e.g. website, written, telephone, social media, TV screens etc. Interrogate and analysis complex data for CST functions (including ECC s, and out of hours) Deliver reports and make improvement recommendations. Identify and make viable recommendations to reduce CST avoidable contact. Identify and make viable recommendations to increase CST productivity Monitor CST performance against our Customer Access Local offer, making recommendations to address any failings To develop CST Rotas to allow maximum outputs, increase flexibility and future development of team functions. Prepare and analyse team and individual performance reports for Customer Services Team Leader. Provide report summary and make recommendations. Evaluate effectiveness of CST functions ensuring CST continually provide Value for Money Update Balance Scorecard information into Covalent To make meaningful contribution to the business planning process at CST level No job profile can cover every issue which may arise within the post at various times 2

3 KNOWLEDGE, SKILLS AND EXPERIENCE: Able to understand the bigger picture. Pro-actively keep up to date with internal and external environment and anticipate impact of any changes Experienced in Managing and Developing colleagues to reach their optimum potential Excellent Excel skills with the ability to manipulate, prepare and deliver reports Strong understanding of Contact Centre Software Practical understanding of Customer Relation Management (CRM) systems Experience of analysing and interrogating complex data and information Ability to identify trends and spot opportunities Ability to present information in meaningful terms to different audiences The ability to negotiate and influence Confident and assertive manner with excellent communication skills Experience of implementing process and/or IT changes Ability to review processes with business intelligence and customer insight Ability to forecast, plan and prioritise workloads Ability to make decisions effectively in response to customer service demands Commitment to continuous improvement in customer service Experience of monitoring and achieving performance targets Practical use of Covalent desirable Knowledge of the Social Housing Customer Services desirable COMPETENCIES: Competencies required for the job role are: Reference Number Competency Required Level 7 Communicating & Influencing 10 Planning, organization and co-ordination 8 Managing Performance 4 Information Seeking 2/ Please refer to the competency dictionary for a detailed explanation of the above. When completing your application you will need to indicate with 1 or 2 examples how you can demonstrate your competency in line with the requirements for the job role

4 BEHAVIOURS: Take Ownership Challenge how we do things Work with others Adapt to Change Make Decisions Behaviours we choose and have a responsibility to demonstrate. With 1 or 2 examples of each of the above behaviours please tell us how you demonstrate the appropriate behaviour. ADDITIONAL INFORMATION: As this role is part of Customer Services Team, post holder may be required to deliver front line services To constructively challenge traditional ways of working and develop innovative responses To regularly review your own performance to ensure service provision is continually enhanced To keep up-to-date with best practice, new initiatives and business opportunities in all areas relating to this role Always to work consistently with requirements relating to: The Trust s overall need to comply with legislative, regulatory, constitutional and financial requirements and to work to high professional and ethical standards The Trust s Diversity policy The Trust s Health and Safety policy The Trust s management of risk Represent, promote and maintain a positive attitude and image for Halton Housing Trust Carry out any other duties appropriate to this post, as necessary or as requested. Signature of Job-holder:

5 Signature of Line Manager: Signature of Line Manager s Manager Date: (When completing this document, please refer to the Job Description Guidelines and also append to this document an up to date organisation chart and relevant dimensions) 5

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