Title: Policy & Performance Officer

Grade: C8

Reporting to: Policy & Service Improvement Manager

Overall Objective

1. To support the Policy & Service Improvement Manager in the effective and efficient delivery of a performance information and policy service across the organisation which will assist Wandle in achieving continuous improvements in its service to residents.
2. To develop, implement and maintain efficient systems for the Policy and Service Improvement team, enabling the effective and proactive delivery of excellent services.
3. To work in a cohesive and co-ordinated manner within the Policy and Service Improvement team to ensure standards of service are maintained and excellent service delivered.

Principal Accountabilities and Key Deliverables

1. Performance & Service Improvement

1.1 Conduct benchmarking with suitable comparators and research best practice standards for Wandle, enabling the effective analysis of performance management standards of the Association.
1.2 To assist the Head of Policy and Service Improvement in coordinating the production of management information designed to assist the organisation achieve its objectives and improve performance. This will include KPIs and benchmarking.
1.3 In the absence of the Complaints coordinator manage complaints handling in the organisation including monitoring standards and learning outcomes and reviewing processes for their effectiveness.
1.4 Lead on agreed priority projects across the Association as determined by the Policy and Service Improvement Manager ensuring that such projects are managed, completed and reported on in an efficient and effective manner.
1.5 Ensure all regulatory/legal and other returns and information requests from stakeholders are provided, ensuring that such information is presented in a highly professional format and in line with required timescales.
1.6 Provide a proactive service for the provision of performance and service improvement data, ensuring high levels of appropriate communication to include reports, newsletters and other materials, together with regular information concerning progress in service improvement and other projects.
1.7 Ensure there is effective resident, staff and other stakeholder involvement in the development of all projects as required and that an audit trail of the changes to strategies and policies resulting from consultation and involvement is maintained and communicated upon.
1.8 Conduct regular customer survey as required by Wandle and analyse and report back on findings

2. Systems and Administration Support

2.1 Develop, implement and maintain efficient systems utilising suitable IT applications that enable effective and efficient standards of service, knowledge and performance and that results in innovatively presented data, reports and other information.
2.2 Provide a proactive information and research service for the team to develop an effective knowledge base ensuring information, documentation and other material produced for the Association is based on best practice, modern thinking and customer focused standards.
2.3 Support the Head of Policy and Service Improvement by establishing and maintaining a complete and efficient administrative service ensuring correspondence, telephone queries, requests and other matters are addressed in a timely and appropriately manner.
2.4 Carry out other administrative tasks as required by the team ensuring an efficient, polite and effective service is provided at all times.
3. General 3.1 Be fully committed to the overall objectives of the Association and actively review performance and contribute to target setting, promoting the best interests of the Association at all times.
3.2 Ensure all services are provided and delivered with due regard to the Association's Policies, Procedures and Working Agreement, and in accordance with Health and Safety and other legislation.
3.3 Keep up to date on wider housing and business improvement issues and disseminate to colleagues. Develop schemes and new opportunities to improve and increase the services for both existing and new residents.
3.4 Fully implement, use and promote new technology in your work and ensure accurate records are kept.
3.5 Attend at any of the Association's offices as may be required.
3.6 Undertake other duties associated with your post as directed by the Head of Policy and Service Improvement.

4. Equal Opportunities

4.1 Actively promote the Association's Equal Opportunities and Diversity Policies in all aspects of duties relating to staff, residents, contractors/consultants and external agencies.



Project planning and managing.  Experience of developing and implementing policies and procedures. Experience of interpreting policy. Experience of undertaking research. Experience of writing reports. Experience of liaising and communicating with senior staff. Experience of meeting deadlines and working under pressure. Experience of developing and maintaining effective recording and monitoring systems. Experience of Housing Association regulations. Experience of collating and analysing performance information across a business and presenting it in an innovative manner.

Knowledge and Skills:

Excellent data management and analytical skills. High attention to detail and accuracy. Excellent oral and written communication skills with the ability to write reports, policies and procedures. Excellent organisational skills. Ability to organise office systems effectively. Highly computer literate with the ability to use IT in performance monitoring, including the use of spreadsheets and graphs. Self confident with the ability to work under pressure and meet deadlines. Ability to prioritise and organise workload with minimum supervision. Ability to work effectively with staff at all levels and develop relationships. Ability to analyse policy documents and translate them into clear English


Team working and highly customer focussed and diplomatic approach.  Implementing the Association's Equality and Diversity policy.  Able to be flexible in approach to hours worked and to attend evening meetings when required. Takes responsibility for own training and development. Committed to social housing objectives and those of the Association's Working Agreement. Strives to deliver excellent performance and continually reviews to ensure delivery of the same is achieved. Conscientious and efficient with the drive and motivation to deliver continually high levels of performance.


Good standard of education to degree level and/or relevant experience.


Ability to attend occasional evening meetings.