Service Improvement Officer
Description
Newlon Housing Trust is a successful charitable housing association and one of the major providers of new affordable housing in north and east London.
We are looking for someone with a successful track record of working in a service delivery environment, to contribute to continuous service improvement across the Housing Department. This will be achieved by proactively identifying opportunities for enhancement and supporting their implementation.
You will manage all Ombudsman communications, conduct quality audits and review and update policies, procedures and standard letters to reflect best practice and current legislation, helping drive service improvement.
Taking ownership of issues within your remit, you will prioritise workloads to deliver swift solutions for customers and work collaboratively across teams to achieve the highest standards of service. You will also undertake specific projects aimed at improving services and supporting organisational objectives.
In addition to your expertise in service delivery, you will have a strong customer focus, enabling you to understand and meet diverse customer needs in a respectful, empathetic and supportive way. You will have excellent judgement and decision making skills, as well as the ability to present and interpret statistical information, write clear and concise reports and prioritise changing deadlines.
A natural influencer and networker, you will proactively build links, both internally and externally, and will enjoy working with others in a co-operative, flexible and supportive way to achieve the best results.
In return, you can expect 27 days holiday, a non-contributory pension, excellent benefits and a flexi scheme. This is a hybrid role (up to three days at home), however you will be expected to be based mainly in the office during the 6-month probation period. You’ll also be working out of purpose-built offices that form part of the award-winning Hale Village regeneration project, and are situated just two minutes’ walk from the major transport interchange at Tottenham Hale.
Applicants must be eligible to work in the UK.
To apply, please email your CV and supporting statement to recruit@newlon.org.uk
Closing date: 23:59 on Monday 6 April 2026
Interviews will be held in-person at our offices in Hale Village on Wednesday 15 April 2026
Equality and Diversity Monitoring form (optional)
Due to the high volume of interest that we receive, please note that we will only be able to contact candidates selected to go onto the next stage. If you do not hear from us a week after the deadline date has passed, unfortunately your application has not been successful. We appreciate the time and commitment that goes into applying for a role, and hope this will not discourage you from applying.
Salary: £37,015 per annum plus opportunity to earn up to 5% performance related pay (salary pending pay increase)
Hours: 35 hours per week
Contract: Full-time, permanent
Location: Hale Village, London N17
Closing Date: 06/04/2026 11:59 PM