Job Introduction
What you’ll do
Are you passionate about ensuring customer feedback leads to meaningful action and demonstrable improvements? We're looking for an Oversight & Governance Manager to play a pivotal role in helping Notting Hill Genesis show how we're listening, learning and acting on what our customers tell us.
Working as part of our Customer Journey & Insight team and reporting to the Head of Customer Journey & Insight, you'll provide the oversight, governance and accountability needed to ensure customer journey and service improvements are prioritised effectively, delivered successfully and achieve measurable outcomes for residents and the organisation.
You'll create visibility of improvement activity across NHG, helping leaders understand which opportunities will deliver the greatest benefit, tracking progress against agreed commitments and ensuring teams remain accountable for delivering change. Just as importantly, you'll ensure we can evidence the difference those improvements make by measuring outcomes, tracking benefits realised and connecting improvement activity to better customer experiences and operational performance.
This role is also about telling the story behind the data. You'll turn complex information, performance measures and customer insight into compelling narratives that demonstrate the value of improvements delivered and how customer feedback is influencing decision-making across NHG.
This is an exciting opportunity for someone who enjoys bringing structure, transparency and momentum to improvement activity, while helping embed a culture of accountability, continuous improvement and customer focus across the organisation
How you’ll do it
- Oversee and maintain governance arrangements that provide clear accountability, oversight and visibility of customer journey and service improvements.
- Support the effective prioritisation of improvement opportunities, helping ensure resources and effort are focused on initiatives that will deliver the greatest value for customers and NHG.
- Work with teams across the organisation to ensure improvement activity is aligned to organisational objectives and coordinated effectively.
- Implement effective tracking and monitoring approaches that provide clear insight into progress, delivery milestones, risks and dependencies.
- Establish baseline measures and success metrics that enable robust monitoring of outcomes and benefit realisation.
- Champion benefit realisation by helping teams quantify and evidence both operational improvements and customer experience outcomes delivered through change initiatives.
- Identify and escalate barriers to delivery, working with stakeholders to maintain momentum and ensure improvements remain on track.
- Ensure clear ownership and accountability for improvement actions through regular reviews, updates and feedback loops.
- Develop high-quality reports, presentations and dashboards that communicate improvement activity, progress, impact and outcomes to a range of audiences.
- Translate data, insight and evidence into clear and compelling stories that demonstrate how customer feedback has led to tangible improvements for residents.
- Work closely with the wider Customer Journey & Insight team and Customer Experience Directorate to champion the voice of the customer and share learning, outcomes and best practice across NHG.
- Promote a culture of continuous improvement by celebrating success, sharing outcomes and helping colleagues understand the impact of changes delivered.
The ideal candidate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.
Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.
Essential:
- Experience of working with, or overseeing, governance frameworks and associated best practice.
- Experience supporting or delivering service improvement initiatives, including tracking progress and measuring outcomes.
- Strong analytical skills, with the ability to monitor performance, identify challenges and demonstrate benefit realisation.
- Excellent communication and stakeholder engagement skills, including facilitating workshops and presenting information to a range of audiences.
- Strong storytelling skills, with the ability to turn data and insight into clear and compelling narratives.
- Familiarity with digital tools used for project tracking, monitoring and feedback collection.
Desirable:
- Familiarity with change management principles and approaches.
- Experience working within an agile team environment, including knowledge of Scrum methodologies and ways of working.
What’s in it for you?
Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.
Benefits include:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more
- Interest free loans - season ticket loan, tenancy deposit loan, and training loan
- Cycle to work scheme
- Life Assurance x 4 annual salary
All about us
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and we employ around 1,800 employees.
For more information on what we do and what makes us different please visit: https://group.nhg.org.uk/careers/
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.
To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/
Selection Process
Step 1: If you are interested, please send your application now!
Step 2: Successful candidates will be invited to interview and assessment
Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk.
Should a redeployee apply for this role, their application will be considered before any others.
NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.
