Performance Analyst

An opportunity has arisen for a Performance Analyst. Based in Shrewsbury, with the option for hybrid
working (3/2 office/home), you will be responsible for carrying out broad based research and
performance monitoring in order to continually improve and support the delivery of excellence at
STAR housing.
You will also be responsible for providing an information service for officers on relevant housing
surveys, statistics and performance management - highlighting any areas of concern. Collating data
and presenting results and analysis in a clear and concise manner, orally, in writing or graphically
(e.g. by PowerPoint presentation, PowerBI Dashboard or similar method) is another important aspect
of the role, as is assisting in the secure transfer of data to and from outside agencies (e.g. CORE;
HOUSEMARK etc).
You will assist the IT, Business Transformation, and Performance Manager to monitor the progress and
delivery of the Performance Management Framework within STAR Housing and where appropriate to
research and benchmark with other Housing service providers.
You will also help develop a performance framework documenting STAR's reporting responsibilities,
methodologies, and previous scores allowing for the easy access and re-production of core KPI
measures., Shropshire Towns & Rural Housing is an Arms-Length Organisation set up to manage the Housing Stock
on behalf of Shropshire Council. We manage around 4000 homes in the Oswestry and Bridgnorth areas
and provide a range of traditional housing services including repairs, tenancy management and
lettings. We also provide housing support services to vulnerable tenants.

Our vision:

'Listening to our residents, together we create quality homes and vibrant communities.'

We carry out our work guided by the values of STAR Housing and in compliance with our Code of
Conduct, company policy and the law, statutory guidelines and regulations.

In this post you will be a member of the Central STAR Corporate Services team.

2. Level & Purpose of Post

The post holder's responsibilities will include:

• Carrying out a broad based research and performance monitoring role in order to continually

improve and support the delivery of excellence at STAR housing.

• Responsibility for building and analysing data sets to build a comprehensive understanding of

performance, customers and the business environment, which translates data into knowledge and
insight that will be used to drive improvements in service, systems and organisational
performance.

• Supporting the IT, Business Transformation, and Performance Manager to monitor the progress

and delivery of the Performance Management Framework within STAR Housing and where appropriate
to research and benchmark with other Housing service providers.

• Supporting the IT, Business Transformation and Performance Manager to provide an environment

that nurtures an analytic and insight driven culture that shapes our future business strategy
and associated priorities.

• Supporting senior officers in the delivery of core services and to research and disseminate

best practice which will support STAR Housing's corporate objectives and to work with them to
enhance the quality and performance of specific disciplines.

• Assisting senior officers in the compilation of statistics for their services and assist with

National and regional Government statistical returns.

• Designing and conducting research surveys/community profiles with customers on satisfaction

and performance of housing management and related functions; analyse the survey data and
produce summary reports.

• Developing and maintaining STAR customer profiling to enhance and improve STAR's service

delivery.

• Assisting (as required) with the monitoring and performance of the management agreement and

additional contracts as appropriate.

• Support business improvement through focussed and effective data analytics and insight,

presenting in a way that is relevant to a broad range of audiences.

• Developing and maintaining a robust performance management and quality assurance framework to

assess service and business performance.

• Expected to lead and/or contribute to a range of projects and build relations with both

internal and external partners in order achieve specified outcomes, but will not have direct
authority over those involved.

• Assisting contract officers to effectively report on the performance of major contracts.


3. Key Responsibilities/ Main Duties

It will be the post holders responsibility to:


• Provide an information service for officers on relevant housing surveys, statistics and

performance management - highlighting any areas of concern.

• Collating data and presenting results and analysis in a clear and concise manner, orally, in

writing or graphically (e.g. by PowerPoint presentation, PowerBI Dashboard or similar method).

• Assisting in the secure transfer of data to and from outside agencies (e.g. CORE; HOUSEMARK

etc).


• Carrying out benchmark activities with other organisations, including attendance at Benchmark

Clubs, as appropriate.

• Assisting in the setting and monitoring of Service Standards.


• Attending meetings, as required, on matters relevant to the position - in some instances the

post-holder will be required to convene and coordinate such groups.

• Keeping up-to-date on new initiatives, policies, legislation, best practice e.t.c, that are

relevant to both Housing and related services; ensuring that staff are aware of them and plan
for them as appropriate.

• Undertaking/commissioning research projects on service related issues as directed by Heads of

Service.

• Maintaining a library of company information and examples of good practice which are clearly

signposted to the relevant officers in the service.

• Updating regularly the performance information on the organisation's websites, intranet and

dashboards

• Proactively addressing data quality issues through liaison with appropriate teams and

officers.

• Striving for continuous improvement to ensure efficient processes and timely presentation of

data.

• Collating/completing information required for Government returns, liaising where necessary

with other internal departments and outside organisations.


• Participating in new initiatives/future changes to improve service delivery and contributing

to/ implementing service improvement plans.


• Monitoring personal performance against targets and taking action to ensure targets are

achieved.


• Deputising as required on performance monitoring/quality assurance matters at meetings of

internal and external bodies as required.



• Working within a team, supporting colleagues and attending team meetings, recording and

sharing information appropriately and confidentially. Attending training courses, &
participating in work reviews.

• The post will require attendance at meetings and events outside normal working hours,

therefore a flexible working pattern within the hours for the post will be necessary.

• May be required to work from more than one geographical base


A key facet of the role will be to ensure that your individual, team and service targets are met,
whilst ensuring that your team delivers successfully in supporting the wider corporate and service
objectives. You will also be expected to ensure the health and safety, as well as the wellbeing of
employees whilst promoting equality and diversity.

These duties are illustrative and not exhaustive. The post holder will be expected to become
involved in a range of work to enable the service to respond effectively to the changing
requirements of the Council and changes affecting the workforce.

5. Performance & Customer Focus

The post holder will ensure that they:


• Adopt a customer focused approach when delivering their service, ensuring engagement with

service users and maintenance of an appropriate personal profile

• Act as an advocate for their service and work collaboratively with colleagues and partners and

other stakeholders to meet the needs of the people they serve


• Meet individual, service and personal development targets agreed through the Personal

Development Review Process, learn from experience and are committed to continuous improvement
individually and as an employee of STAR Housing


• Work with colleagues to meet the team's key performance indicators, support a culture of

team working and ensure the team functions successfully in support of STAR Housing corporate
and service objectives


• Meet the behaviours and competencies expected by STAR Housing in the way in which they

achieve their objectives and carry out their work

6. Conditions of Service
a) The conditions of service are those laid down by Shropshire Towns and Rural Housing Ltd, which
have been adopted and amended as necessary from those laid down by the National Joint Council for
Local Government Services.
b) The post is based at Mount McKinley, Shrewsbury Business Park.
c) This post is subject to the following:

• The post is permanent for 37 hours per week,


• Occasional evening work to attend meetings and events may be required,


• The post is subject to the Organisation's Flexible Working Hours Scheme
  
  (or equivalent skills)


• Degree or other qualification to degree standard (E)


• A relevant professional qualification in Housing, performance management or Statistical

Research (D)

Documents and I



Specialist Knowledge

• Experience of the housing sector or other similar customer focused sector (D)


• Experience of assisting in the development of service plans and strategies (E)


• Experience of monitoring the delivery of service plans and suggesting corrective action at an

early stage (E)

• Knowledge of performance management (E)


• Experience of target setting, and performance measurement in their area (E)


• Experience of building and using appropriate software tools within a data analytics

environment such as PowerBI (E)

• Ability to provide challenging feedback sensitively and constructively to improve performance

outcomes (E)

• Ability to approach business and service issues with a data driven approach and sound business

judgement.

• Proven record of setting challenging but achievable targets for themselves whilst performing

well against those targets (E)

• Able to embed and instill performance ethos in team members to deliver performance outcomes

(E)

• Familiarity with inspection and regulatory regimes and associated performance requirements (E)


• Able to demonstrate understanding and implementation of continuous improvement programmes (E)


• Understanding of how diversity and equality of opportunity relate to the analysis of data

about access to services, customer satisfaction and research etc. (E)

• Strong report writing abilities.


• Ability to present complex data in a visually appropriate manner, as well as drawing key focus

areas to a range of stakeholders.

• Extensive data analysis and modelling skills, including analysing data from multiple sources

to help make informed decisions.

• Ensure good governance, monitoring and recording of data processes.


• Using data analytics and customer profiling to help the business to identify and achieve

service delivery targets and service improvements.

Who are Shropshire Town and Rural Housing?
We are an Arm's Length Management Organisation with responsibility for the management of all 3995
Shropshire Council owned homes in the Oswestry & Bridgnorth areas. We put the needs of our residents
at the centre of how we deliver our services, in line with our vision, "listening to our residents,
together we create quality homes and vibrant communities"
What will you get in return?

• Up to 33 days annual leave per year, plus bank holidays


• Access to Local Government Pension Scheme (employer contribution rate of 19%)


• Hybrid Working Policy


• Employee Benefits Portal, including the introduction of a salary sacrifice car scheme


• Wellbeing Support Package, which includes access to top counselling and physiotherapy services


• Training and development opportunities, d) This post carries eligibility to join the Local Government Pension Scheme. Information about

this and other pension options will be sent with any formal offer of appointment.
e) Annual leave entitlement is pro rata for 28 days per year plus additional days for long service.
Bank holidays also apply. A concessionary day at Christmas Bank Holiday is at STAR Housing's
discretion.
f) The appointment is subject to two months' notice in writing on either side.
g) The appointment is subject to six months' satisfactory probationary service during which time
the notice period will be one week on either side.
h) Smoking is not allowed in within the Organisations buildings, vehicles or in any place of work.
i) The post holder may sometimes work in a lone worker capacity

7. Pre-employment Requirements

The appointment is subject to receipt of the following pre-employment checks;

1. Acceptable employment references,
2. Medical report,
3. Evidence of the qualifications required for the post/listed on your application form.