• Develop relationships with internal customers to assist and take lead in delivering continuous improvement across the business for the services we deliver• Develop and maintain complex performance monitoring systems for internal clients• Responsible for monitoring performance, support improvement activities and projects, such as data gathering and analysis, project planning, process and systems design and testing• Use various analysis techniques such as Key Driver & Multiple Regression Analysis to identify key areas for improvement in services• Gather requirements from service users to tailor reporting tools and systems to internal customers’ needs• Work in partnership across the business to share information, identifying areas where improvement is required and where business can learn from good practice• Collate, verify and validate data for the production of timely performance reports across the organisation Boards and regulatory bodies• Gather and analyse data related to service improvement plans and change projects, cleansing of data when required• Communicate results and information with internal / external customers via reports / meetings / training sessions• Work under pressure to prioritise workload to accurately complete multiple projects within set deadlines

• Develop, implement and monitor performance management systems in relation to housing investment and repair and maintenance programmes, establishing challenging performance targets to drive continuous improvement • Take lead responsibility for the collation, analysis and reporting of a diverse range of performance information to a variety of recipients including Senior Management Team, Elected Members, Housemark, Internal / External Auditors (i.e. Audit Scotland) and Contractors• Develop and manage relationship with internal contractor in order to achieve a joint working approach to drive continuous improvement • Work with I.T. to develop robust methods of collecting, recording and reporting feedback from customers in relation to investment and repair and maintenance programmes• Regularly review and improve maintenance procedures through using analytical tools and liaison with contractor / customers to improve efficiency within the business• Manage database of deferred repairs to develop programme of works for planned maintenance• Prepare briefings and presentations to assist the explanation of complex performance information to a variety of audiences including Council Policy Boards and public meetings• Attend monthly performance meetings with internal contractor and senior management team• Ensure that service standards in relation to Housing Investment and repairs and maintenance are regularly reviewed, and that information on standards and performance is publicised for customers, partners and other stakeholders• Ensuring reporting systems are in place for the Annual Return on the Charter (ARC) as part of the new Scottish Social Housing Charter• Chair Repairs Development Group which involves residents in decision making for repairs and maintenance procedures• Encourage participation by staff and service users in the development of the service

• Worked in partnership with external contractors to help deliver £150m investment programme as part of Scottish Housing Quality Standard (SHQS) within budget & timescale whilst maintaining customer satisfaction & quality of work throughout• Developed and implemented performance management systems in order to monitor contractor performance in line with agreed KPIs• Develop and monitor projects from commission stage (pre-work surveys) to end of defects liability period (handover)• Act as liaison between tenants and contractor to resolve any complaints to customers / contractors satisfaction• Work with tenants groups, individual tenants / owners to promote a culture of resident involvement and tenant participation• Attend weekly progress meetings with contractors• Carry out customer satisfaction surveys and act on feedback received• Organise the relocation of tenants to decant, temporary and permanent accommodation – liaising with Housing Offices, Housing Support, Tenancy Sustainment, Social Work and other Social Landlords to achieve re-housing objectives• Provide general advice on matters relating to; housing benefits, rent arrears and housing grants• Advise on any estate management issues that may arise

This role seen me undertake a wide range of duties involving all aspects of estate management and day to day housing services including;• Rent arrears• Anti – Social behaviour• Housing options interviews• Ensure keys are available within void target times/ tenancy start date• Sign tenants on Scottish Secure Tenancies or Short Scottish Secure Tenancies• Process terminations, assignations, successions, mutual exchanges, housing & benefit applications• Advise on any other estate management issues that may arise