Job Description and Person Specification
Performance and Data Manager
Department: Governance and Internal Control
Location: Resolution Plaza, Head Office (with regular travel to local housing centres)
Grade/Salary: £44,408.37 - £49,972.11
Reports To: Head of Governance and Internal Control
Direct Reports: None
Contract Type: Permanent / Full-Time (35 hours per week)
Job Purpose
The Performance and Data Manager manages Performance information Systems for Eastend Homes including the analysis of service performance data. To manage data collection, data integrity and triangulation of data to provide in depth information. Preparation of reports for the Executive and Senior Management Team, Eastend Homes Board, and other Committees. Preparation of Reports for statutory submissions.
As a key leadership role within Homes and Communities, the postholder will promote and embed Eastend Homes’ values:
* We Care – by supporting victims, vulnerable people, and communities affected by ASB and safeguarding risks.
* We Are Trusted – by acting with professionalism, integrity, and a commitment to fairness.
* We Are Improving – by using data, feedback, and learning to strengthen services.
* We Are Listening – by being responsive to residents’ concerns and tailoring support to individual needs.
Key Responsibilities
1. Performance Management
* Monitor the performance of services provided by Eastend Homes, through KPI’s and analyse data by reference to historical trends and the performance of other comparable RSLs
* To maintain up-to-date knowledge of the performance requirements for key aspects of business activity
* To produce key performance information data for the Executive and Senior Management Team, liaising with relevant Heads of Service to identify and report on improvement plans.
* Reporting on KPIs and support understanding of achievements and risks, identifying areas for improvement.
2. Partnership Working
* To maintain effective working relationships with professional peers, and service users.
* To identify appropriate peer groups and sources of comparative data, to allow Heads of Service, EMT, and the Board and its Committees to obtain assurance on Eastend Homes’ comparative performance
* To collaborate effectively with Heads of Service, Executive Management Team and other internal stakeholders to communicate performance and learning outcomes
* To support colleagues in developing their understanding of Eastend Homes’ data and make best use of reporting capabilities
* To understand and respect the diversity of the community Eastend Homes provides services to and adapt a sensitive and supporting attitude which reflects the equal opportunity policy of Eastend Homes
3. Data Management
To develop and ensure delivery of data management systems across the organisation
* To analyse data integrity through spot audits of relevant tenant-facing services.
* To provide data and insight to Heads of Service/Executive Team members to support in depth reviews and identify learning outcomes
* To ensure that data and insight is in reports and/or formats which are easily accessible, understood and interpreted by colleagues and/or Board and Committee Members
* To triangulate from multiple data sources to identifying underlying patterns or outcomes, supporting the development of deep dive reports to Board and Committees
* To identify data inconsistencies and, in liaison with IT services/and other relevant staff, to ensure they are addressed.
* To act as the Data Protection Officer in ensuring that good practice and the principles of data protection and privacy legislation are always followed in Eastend Homes’ operations
4. Continuous Improvement
* To attend conferences and good practice sharing forums across the country as required.
* To liaise with Heads of Service in setting targets which are attainable but also reflect an ongoing commitment to the pursuit of improvements in service delivery
* To improve performance by utilising data, including feedback from Eastend Homes residents, in the setting and reviewing of performance targets across the organisation.
* Support the delivery of ad hoc insight projects to identify opportunities, improvements, and risks.
5. Regulatory
* To ensure that targets are set in line with Regulatory expectations; Ombudsman Spotlight Recommendations; other statutory requirements; or otherwise in line with recognised good practice
Person Specification
All criteria below are essential unless marked as desirable.
1. Education & Qualifications
* Good standard of education (GCSEs or equivalent).- Evidence of continued professional development.
* Desirable: Management qualification (e.g., ILM Level 5+).
2. Experience
* Experience in improving service delivery
* Experience of displaying data in an easy to read format, showing trends
* Experience of analysing data to improve service delivery
* Experience in not for profit, public sector or regulated services.
3. Knowledge
Skills
* Excellent interpersonal and communication abilities.
* Strong data analysis and reporting capabilities.
* Highly organised, with strong problem-solving and decision-making skills.
* IT literate (CRM, telephony, Office 365).
* Ability to work across multiple sites.
Personal Qualities
* Committed to Eastend Homes’ values:
* We Care – empathetic and supportive in all resident interactions.
* We Are Trusted – acts with fairness, transparency, and confidentiality.
* We Are Improving – takes initiative, welcomes feedback, and strives for excellence.
* We Are Listening – values resident voice and adapts approach based on need.
* Resident-focused, compassionate and approachable.
* Resilient and adaptable in a fast-paced environment.
* Collaborative and inclusive.
Benefits
33 days annual leave
up to 10% Employer Pension Contribution
Gym allowance - £200