**Internal Staff Only*** Service Improvement Team Leader

***This is an internal role only***

We are looking for a proactive and experienced Service Improvement Team Leader to join our City Services team. This is an exciting opportunity to lead a small but dynamic team, driving continuous improvement across housing services while ensuring our residents receive a high-quality, customer-focused experience.

You will play a key role in supporting the delivery of safe, clean and accessible homes for our tenants and leaseholders, while helping the service adapt to changing legislation and best practice.

What You’ll Be Doing

• Leading and managing a team of administrative and damp & mould officers
• Supporting complaints handling, FOI requests, and disrepair case management
• Driving improvements in service delivery and reducing customer complaints
• Monitoring compliance with housing legislation and regulatory requirements
• Working closely with legal, housing, and operational teams to deliver outcomes
• Coordinating performance reporting and contributing to service-wide projects
• Deputising for senior managers when required

About You

We are looking for someone who:

• Has experience managing teams in a customer-focused environment
• Understands housing legislation (including Awaab’s Law, FOI, and complaints handling)
• Has a strong background in service improvement and process review
• Is confident working with multiple stakeholders and managing competing priorities
• Has excellent communication, organisational and problem-solving skills
• Is motivated to drive change and improve services for residents

What We Offer

• A key leadership role within a forward-thinking local authority
• The opportunity to shape and improve vital housing services
• A supportive, collaborative working environment
• Flexible, hybrid working arrangements
• Ongoing professional development opportunities

Why Join Us?

Our City Services team is committed to delivering high-quality services that improve the lives of residents. We value collaboration, innovation, and accountability—and we’re looking for someone who shares those values and wants to make a real difference.

Why join us?

As well as being part of a supportive team delivering meaningful work that directly impacts our communities, we offer a supportive and rewarding working environment along with a wide range of benefits, including:

• Excellent learning and development opportunities supported via a range of sources and methods and, where applicable, recognised through Digital Badges
• Access to the Local Government Pension Scheme(LGPS) and Additional Voluntary Contribution (Shared AVC) Scheme
• Agile and Flexible working options
• Generous annual leave starting at 25 days, rising to 30 days after five years’ service, plus 8 days public holidays (pro rata for part time), with the option to purchase additional leave
• Family friendly policies and Flexible Bank Holidays
• Confidential wellbeing support through our Employee Assistance Programme and Your Care wellbeing platform
• Staff reward and recognition framework, including an annual staff awards ceremony
• Professional Membership Fees paid for, dependent on role
• Salary sacrifice schemes including Cycle to Work, Gym Membership and Home & Electronics
• Lifestyle Savings with over 750 discounts from the UK’s leading retailers, restaurants, supermarkets, attractions and more
• Free swimming at CCC swimming pools
• Subsidy for public transport
• Relocation Assistance may be payable in approved cases
• Annually negotiated pay and award progression

Hours: This is a full-time role, for 37 hours per week.

Although the role is advertised as full time, if you believe you have the skills and experience to join us and would like to discuss different working patterns, please do get in touch.

Contract: Permanent

Salary: £37,280 - £41,771 per annum (City Pay Band 5), pro rata for part time.

Location: This is flexible – working in Cambridge on site or at one of our offices or working from home. You will be able to balance your work location accordingly.

More Information:

You can click on the links here to find out more information about Staff Pay and Benefits, Working for the Council, our Values & Behaviours, Equality & Diversity in Recruitment or Our People & Culture Strategy.

If you would like an informal chat, please contact Laura Herrera-Martin on email - Laura.Herrera-Martin@cambridge.gov.uk

Application Process:

To be considered for this role, please send your CV and supporting statement, no more than 2 sides of A4 to Laura.Herrera-Martin@cambridge.gov.uk no later than 5pm on 12 July 2026.

If you are an internal candidate you can apply by logging in to your Employee Self-Serve (ESS) and access the ‘Useful Links’ (top right of the dashboard, under the person icon) and click on ‘CCC Job Opportunities’.

Cambridge City Council recognises the value of digital badges in evidencing skills, knowledge and competencies, and welcomes their inclusion within job applications as verifiable indicators of achievement and capability.

Cambridge City Council is an Equal Opportunity employer and embraces diversity, creating an inclusive environment for all employees.

***This is an internal role only***