We’re rebuilding trust by improving our services.

At the Royal Borough of Kensington and Chelsea, we want to create an area that our residents are proud to live in. Which is why we’re involving our communities from the start. We need to make sure we deliver an excellent Housing Management service, so we need to keep improving. Also, by listening and understanding what our residents want and need, we can develop Housing Management services that work for them.

As the Head of Service Improvement and Performance, you’ll lead strategic development, ensuring quality, policy and performance is up to our residents’ and the Council’s standards. In fact, you’ll set those standards and demand excellent quality from everyone, including the directors. You’ll also make sure that all performance information is accurate and up to date. With this information and by learning from customer complaints, you’ll recommend how to continually improve services. After all, to create a Housing Management service that works for our residents, it’s crucial we include their opinions.  

To excel in this position, you’ll need substantial experience in policy work and in analysing performance information to present to a wide range of audiences. This might include senior managers, so you’re comfortable communicating with people at different levels - internally and externally. Used to driving development and performance through benchmarking, you’ll know what it takes to constantly improve our services. 

You will need to put residents at the centre of service delivery and ensure that there is a culture of reflecting on best practice and what works best.  

To find out more about the role and to apply please click on the link below.

How to apply

Please apply online via the link provided.

Please note, we do not accept CVs submitted without a fully completed online application form.

Applicant queries can be referred to HM-HR@rbkc.gov.uk