Quality & Standards Officer
East Midlands Housing Group
Coalville, Leicestershire
Work on research projects involving new initiatives, customer satisfaction, and the impact of new legislation. Organising and attending meetings with groups of tenants, staff and other stakeholders for the purpose of obtaining feedback on customer satisfaction and experiences. Writing and presenting reports on findings of research.Review existing policies and procedures and develop new ones. Including project work, consultation exercises, legislation and researching good practice.Reviewed and prepared various publications for residents and colleagues, including newsletters, handbooks, leaflets, website and intranet articles. Managed and developed the content and structure of the intranet and internet websites.Analyse statistical informational such as lettings data, demand analysis, arrears performance and prepared reports from the analysis that demonstrate outcomes, trends and make recommendations for the future. Prepared and submitted board level data around Key Performance Indicators, Quality Indicators, Benchmarking data and Regulatory Returns.