Life is looking for an experienced and forward-thinking Senior Service Improvement Lead to drive meaningful improvements across our Supported Housing, Helpline and Community Services.
This is an exciting opportunity for someone who is passionate about improving services, creating positive outcomes for clients, and leading change that makes a real difference. Working closely with senior leaders across the organisation, you will identify opportunities for improvement, develop evidence-based solutions, and lead projects from concept through to implementation and evaluation.
About the Role:
Reporting to the Director of Housing, you will lead a programme of service improvement activities across the organisation. Using service data, feedback, complaints, staff insight and the lived experiences of clients and residents, you will identify opportunities to enhance quality, consistency, accessibility and efficiency.
You will:
- Lead service improvement projects from diagnosis and planning through to implementation and handover.
- Facilitate cross-departmental working groups and coordinate stakeholders across multiple services.
- Analyse complaints, feedback and performance information to identify opportunities for organisational learning.
- Support the development of effective policies, procedures, SOPs and guidance.
- Apply continuous improvement and Lean methodologies to improve processes and service delivery.
- Support managers in developing meaningful KPIs and measuring project benefits.
- Champion client and resident involvement in service reviews and redesign activities.
- Influence change and build strong working relationships across all levels of the organisation.
Essential Experience:
- Leading service improvement projects from planning through to delivery and evaluation.
- Coordinating cross-functional projects involving multiple teams and stakeholders.
- Reviewing and improving policies, procedures and operational processes.
- Using complaints, feedback and performance information to drive improvement.
- Supporting managers to develop KPIs and measure outcomes.
- Undertaking quality reviews, audits or service reviews and implementing recommendations.
- Working independently while exercising sound judgement and managing competing priorities.
Desirable Experience:
- Experience working within the charity, housing, health, care or wider public service sectors.
- Experience of working with or managing volunteers.
- Knowledge of housing and housing-related support services.
- Lean Six Sigma, Lean Practitioner, Project Management, Quality Management or Change Management qualifications
About Life:
Life is a national pregnancy support charity that helps over 60,000 people a year. Through our services, we help people – whoever they are – to meet pregnancy or pregnancy loss with courage and dignity so they can flourish.
Our services include:
- Supported housing and community support
- Counselling and skilled listening
- Free pregnancy tests and baby supplies
Our values
All our work is underpinned by the following universal human values:
- Humanity – All people are special and equal
- Solidarity – We’re with you and for you
- Community – We’re better together
- Charity – Doing good for one another
- Common good – Building a better world
Information about the role:
For further information, please see the attached job description.
Salary: £45,000 – £50,000 per annum, depending on experience
Hours: 35 hours per week (flexible and compressed working arrangements in line with organisational policy are available)
Location: Home Based with travel – please note a full UK driving licence is required for this role
Benefits:
At Life we are passionate about providing our employees with a supportive and engaging environment. As well as ongoing development and training, we offer our:
- Generous holiday allowance, starting at 25 days per year (pro rata for part time hours)
- Birthday Leave (applicable after 1 years service)
- Extra annual leave for long term service
- Company Pension Scheme
- Signed member of the Menopause Workplace Pledge
- Employee Assistance Programme
- Paid mileage for travel outside your base location
- Flexible working arrangements
Safeguarding and Equality:
Life is committed to protecting all staff, volunteers and service users from harm of any kind. Life expects all staff and volunteers to share this commitment through our code of conduct.
We are committed to ensuring diversity and equality within our organisation by encouraging applications from all backgrounds.
All offers of employment will be subject to satisfactory references and appropriate screening checks. Life takes its obligation to protect the rights of children and vulnerable people very seriously; therefore, the successful candidate for this post will be also subject to extensive background checking, including an enhanced Disclosure and Barring Service check (DBS) which is paid for by the Charity.
How to apply
Should you be interested in this role, then please click on the Apply button below: