Senior Co-production Project Officer, City of Westminster

Recruiting a Senior Co-production Project Officer to join our Customer Services Department in Westminster!

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£29,000 per annum plus 25 days Annual Leave, Pension schemes, Staff discounts, healthcare and more.

This role is working 35 hours per week.

Look Ahead Care, Support and Housing is a specialist regulated housing association and provider of tailor-made care, support and accommodation services to people with a wide range of needs, including mental health, homelessness and complex needs, care leavers and young people. The organisation owns and manages a mixed portfolio of properties across London, South East and the Home Counties.

Job Overview:

The Senior Co-production Project Officer will work with the Customer Experience Director and Head of Customer Services to deliver Customer Experience strategies and activities in relation to Customer Experience, Co-Production and Customer Insight.
– Advocating and promoting the value and impact of including those with lived experience in the development of services both to empower the individual and the organisation as a whole
– Working with customers and those with lived experience as equal partners to design, influence, improve and shape services and organisational decision making and resource allocation
– Working alongside organisational colleagues and customers to identify opportunities for new co-production projects
– Managing, monitoring and evaluating projects and outcomes

Key Accountabilities:

– Lead, support and work in partnership with customer service and experience colleagues to deliver a wide range of Customer Experience projects: Insight, Quality, Customer Services, policy and digital strategies
– Lead the Experts by Experience Training (EBE) programme – working with Customers to develop and deliver training in partnership with Look Ahead staff
– Manage and facilitate customer groups. Support customer Chair and customers to fully engage in “Tenant and Landlord Forum” and “Care & Support Customer Panel” and other steering and focus groups
– Act as Project Manager and undertake scoping, monitoring, evaluation and reporting
– Work in partnership with the Senior Volunteering Project Officer to deliver Volunteering, Training, Employment projects
– Support customer policy consultation
– Collaborative working: Customers, Board, Executive and staff to develop organisational approaches to service user involvement (SUI) and Co-production
– Support service user consultation process and benchmarking
– Design systems, processes and information that are accessible and user-friendly
– Develop and oversee delivery of training for service users, Board members, Executive and staff which best supports their meaningful involvement at all levels of decision making, scrutiny, design and consultation
– Support the Quality Management System and team; including supporting Quality Checkers and Mystery Shopping initiatives
– Support and participate in Quality Audit process e.g. providing guidance to Managers and Quality team
– Work closely with the Business Development team and Fundraising on SUI elements
– Maintain accurate records to support the customer insight strategy
– Assist in the compilation of monthly performance reports and other reports as required
– Keep up to date on existing sector approaches and best practice
– Represent the directorate and organisation at relevant forums, meetings and working groups
– Develop links with national organisations as a way of providing customers with opportunities to have their voice heard externally and at a national level
– Promote and role model organisational values, equality, diversity and inclusion

This is not an exhaustive list of all the duties and responsibilities that may be required from time to time and is subject to change in accordance with the needs of Look Ahead.

Person Specification

Personal Attributes:
– Approachable and open behaviour
– Highly organised, can work with clear timeframes and good attention to detail
– Passion for collaboration and enjoys working as part of a team
– Creative thinker with a strong problem solver approach
– Contributes to ideas, suggestions that improve the quality of service
– Self motivated and resilient
– Customer-focused
– Inspires trust and confidence of multiple stakeholders
– Flexible and adaptable to suit different people and situations
– Respects, models and promotes confidentiality, fairness and integrity

Skills, Knowledge and Experience

Essential:
– Extensive co-production and user engagement experience in a range of contexts
– Working knowledge and understanding of barriers to involvement faced by service users across Look Ahead’s four specialisms
– Ability to motivate and engage people at all levels
– A proven record of co-production and designing and delivering person-centred propositions
– Proven ability to work to tight deadlines in a dynamic environment with competing priorities
– Demonstrable Project Management experience with the ability to plan and manage concurrent projects and activities
– Strong IT and Microsoft Office skills (including PowerPoint)
– Experience of initiating and maintaining constructive and positive relationships with customers, and a range of stakeholders from a diverse range of cultures and backgrounds
– Business case development and presentation
– Communication, Influencing skills
– Ability to maintain professional boundaries

Desirable:
– An understanding/experience of using insight from data and research to add value, service improvement and innovation

Click here to Apply Now

If you want to get job availability details for your profession and location then click below to submit details.We will Inform you job availability by email when it is available.

Click here to Apply for any job you like

If you want to get job availability details for your profession and location then click below to submit details.We will Inform you job availability by email.

Click here to Apply for any job you like