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Service Improvement Manager

SGCH (ST George Community Housing)

At SGCH our vision is great places for everyone. Our business is people and places. We develop and manage sustainable, safe and affordable homes and work in partnership to create vibrant, inclusive communities.

Connecting people to opportunity, we take a place based approach to advocate for, coordinate and partner with the services that people and communities need.

With over 30 years’ experience, SGCH now provides a place to call home for around 12,000 people in over 7,000 properties across the Sydney metropolitan region. We are recognised as a Tier 1 provider under the National Regulatory System for Community Housing.

Recognised as an Employer of Choice (Public Sector and NFP) at the 2020 Australian Business Awards, our personalised approach to customer service is underpinned by our values of innovation, support, accountability, respect and integrity (ISARI).

We are now recruiting a full time permanent Service Improvement Manager in our Customers team. This role will be based in our Hurstville office and will be required to work across all our office locations. This role reports to the Head of Service Outcomes and Improvement.

As a SGCH Service Improvement Manager you are responsible for leading our approach to operational service improvement and working collaboratively with our frontline teams to shape and drive improvements that ensures our customer receive the best possible services. You are outcomes focused and able to interpret complex data and communicate it to colleagues in a way that is easy to understand.

The work of a SGCH Service Improvement Manager is to lead the review of identified areas of service delivery and work collaboratively to redesign services to simplify processes for teams and deliver a more positive customer experience. You support operational teams to provide best practice, customer centric services.

A key part of your work is to ensure that improvements are designed with a focus on our customers using a range of available data / information and that they are delivered in a prioritised and planned way which ensures expected benefits for customers and teams are realised.

To work at SGCH you are compassionate, responsive, and committed to achieving operational excellence and working collaboratively to deliver best practice social and affordable housing services. You value making a positive contribution to local communities and our shared vision for great places for everyone.

Essential requirements:

  • Experience in leading and implementing projects and initiatives that contribute to improved customer services
  • Experience in working collaboratively across service areas to successfully deliver project outcomes
  • Experience in analysing and interpreting data and information to identify service improvement opportunities
  • Strong understanding of continuous improvement principles and their application to service delivery in a housing and homelessness context
  • Strong partnership building and project management skills
  • Strong written and verbal communication skills

Top accountabilities:

  • Playing a key role in the Service Outcomes and Improvement team, ensuring the delivery of outcome focused, customer centred services in accordance with our shared customer service standards
  • Actively managing safety and promoting our safety culture
  • Working closely across the Customer team to assist team members to deliver services that achieve sustainable housing outcomes for customers
  • Ensuring the focus of projects and workload aligns with improving operational service delivery and outcomes including sustaining tenancies, proactive management of tenant arrears and debt, ensuring high levels of property care, effective management of anti-social behaviour and improved health and wellbeing
  • Ability to understand the effect of updating SGCH policies, processes and practice frameworks on service delivery
  • Providing a first point of contact for Customers team members and managers to highlight service delivery issues that would benefit from review and potential service improvement involvement
  • Leading the Customers team approach to continuous service improvement through regular reviews of processes and tools that support the delivery of best practice services and identifying areas for service improvement
  • Working with Customers teams to develop and implement new and updated service delivery methods to support enhanced outcomes for customers
  • Contributing to a strong team culture both within Service Outcomes and Improvement and more broadly across the Customers team that values feedback to support improved performance and a focus on improved outcomes for customers
  • Applying the Australian Privacy Principles to managing tenant information and data; and supporting enhanced data governance and data collection through consistent practice

For a full copy of the position description, please email jobs@sgch.com.au, using the subject line: Service Improvement Manager enquiry via EthicalJobs.

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