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Location

Glasgow | United Kingdom

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Job description

Closing date

24th March 2024, at Midnight

Salary and Employment Details

Full Time (35hrs), Mon-Fri, Permanent
£36,257 - £38,964 per annum (pro-rata for part time)

Job Description

We are delighted to bring a brand new opportunity for a Policy and Insight Officer to join Bield’s Customer Experience team.

As our Policy and Insight Officer, the successful candidate will play a key role in enhancing our housing and care operational manual, managing our feedback system, and contributing to the continuous improvement of our services. Reporting to the Tenant Engagement and Participation Lead, you will collaborate with various teams and stakeholders to ensure our procedures and services align with the highest standards and best practices in the sector.

This is a full time post, working 35 hours per week (9.00am – 5.00pm) Monday – Friday.
Hybrid working arrangements will be discussed at interview.

Areas of responsibility include:
- Develop and maintain a schedule and system for updating the housing and care operational manual;
- Develop, test and roll out new procedures where required;
- Provide briefings and relevant training for colleagues on updates to procedures;
- Develop and administer a range of tenant surveys as required to gather insights on the services we provide;
- Write reports and share findings of insights as required;
- Work with relevant colleagues to help inform internal and external partnerships we build to support tenants;
- Prepare relevant information relating to the annual return on the charter as required;
- Perform audit and quality checks on data collected and collated to ensure veracity of data;
- Ensure that all work carried out is in line with organisational customer standards;
- Work with colleagues across all areas of the business as required to support the delivery of corporate objectives;
- Take ownership for complaints and issues, focusing on providing the right solution, keeping customers up to date with progress;
- Ensure compliance with GDPR and FOI Legislation

For full information please visit our recruitment portal, where you can view the Role Profile and apply online.

Role requirements include:
- Demonstrable experience of reviewing and updating procedures
- Experience of working collaboratively with colleagues to complete projects within timescales
- Professionalism with tenants and stakeholders such as health and social care partnerships, local authorities and regulatory organisations
- Analytical skills and experience with visualisation tools
- Training or facilitation skills
- CIH Level 4 qualification or above, or equivalent (Desirable)

Bield is one of the largest providers of housing and support services to older people in Scotland. We value kindness above all and offer a unique opportunity for you to have a positive impact through the work you do each day.
Our employees make us what we are. Without their commitment and talent, we wouldn't be the first choice for thousands of older people in Scotland. That's why we offer a range of attractive rewards and benefits. It's also why so many people enjoy working with us. If you think you would like to join them, please click ‘Apply online’ to complete an application. We can’t wait to hear from you!

If you would like further information, you can call the HR team on 0131 273 4020. If you require this information in an alternative format, please call the HR team or email us on [email protected].

Bield Housing & Care Scottish Charity SC006878 I Property Factor PF000146

Notes

Closing date for applications is Sunday, 24 March 2024. Interviews are expected to be held 16/17 April 2024.

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Job tags

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Salary

£36.26k - £38.96k per annum