Luton Borough Council
Performance & Learning Officer
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Performance & Learning Officer
About The Job
Salary: £33,143 – £36,363 a year
Hours per week: 37
Contract type: Permanent
Are you passionate about driving service improvement, performance excellence and continuous learning within Housing Services?
Luton Council is seeking a proactive and highly organised Performance & Learning Officer to support the ongoing development and delivery of high-quality Housing Operations services.
This is an exciting opportunity to play a key role in performance management, regulatory compliance, customer service improvement and organisational learning, helping to ensure our housing services remain responsive, innovative and resident-focused.
As Performance & Learning Officer, you will support the effective management and continuous improvement of Housing Operations services across the council.
Key Responsibilities Include
- Managing day-to-day customer complaints, Freedom of Information (FOI) requests and Subject Access Requests (SARs) within Housing Operations
- Working with services to compile and analyse performance data for scorecards, reporting requirements and the Regulator of Social Housing
- Ensuring Housing policies, procedures and service level agreements are up to date, compliant and aligned with statutory and best practice requirements
- Monitoring legal and regulatory developments within social housing and communicating relevant changes to management teams
- Working collaboratively with internal departments and external agencies to ensure policies and procedures align with wider council objectives
- Leading and supporting IT developments, system improvements and testing within the service, promoting innovation and modernisation
- Delivering and coordinating continuous learning and development programmes across Housing Operations teams
- Sharing learning and best practice across wider services including BTS, Tenants Board and other council departments
Please note this role does not attract sponsorship.
About You
We are looking for an experienced and motivated individual with strong analytical, organisational and communication skills, alongside a sound understanding of housing services and performance management.
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You Will Have
- Demonstrable experience in performance analysis and social housing management
- Excellent written and verbal communication skills, with the ability to engage effectively with customers, colleagues, senior managers and external agencies
- Strong influencing and negotiation skills, particularly in sensitive or complex situations
- The ability to manage competing priorities, meet deadlines and work independently using your own initiative
- Experience preparing detailed and complex reports for a range of audiences
- Experience working collaboratively within multi-agency partnerships
- The ability to provide practical advice and solutions on complex operational and service issues
- Strong report writing, presentation and record management skills
- Experience delivering presentations and training sessions to staff and partner organisations
- A sound understanding of equality legislation and the ability to identify and address discrimination appropriately
- Knowledge of current housing legislation, regulations and best practice
Essential Requirements
- An appropriate professional qualification or equivalent relevant experience and training
- Ability to attend meetings, sites and emergencies across the borough, including outside normal office hours and weekends where required
- Full current driving licence
- Access to a vehicle for business use with appropriate insurance
Why Join Luton Council?
At Luton Council, we are committed to delivering excellent housing services that place residents at the centre of everything we do. This role offers the opportunity to influence service improvement, support innovation and contribute to the development of high-performing teams that make a real difference across the borough.
If you are passionate about performance, learning and delivering meaningful improvements within Housing Services, we would love to hear from you.
About Us
Our ambitious Luton 2040 Vision – that no-one in Luton will have to live in poverty – is at the heart of everything we do. We recognise that our people are remarkable, talented, committed and passionate about serving our residents.
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The people of Luton depend heavily on this council – and that means our workforce! Are you ready to realise the remarkable and help us deliver our vision?
We welcome applications from all sections of the community and are committed to developing a workforce that reflects the diversity of our borough
Application Process
On occasions, we may close a vacancy early due to a very high number of applications being received.
Benefits
We offer a range of excellent staff benefits which include:
- From 25 to 32 days’ annual leave: linked to length of service and grade
- Buying annual leave scheme: buy up to 20 days additional annual leave
- Career Pathways: step up in your career or move into a specialist area
- Pension scheme: with generous employer contributions of up to 19.2 per cent (at April 2026) and 3x salary death in service grant
- Generous relocation package: up to £8,000 (subject to eligibility)
- Employee Assistance Programme: a free, 24/7 confidential counselling and wellbeing support service available to all employees, their partner or spouse and dependent children over 16 still living at home
- Work/life balance: flexible working options including working from home where possible. We welcome requests for flexible working arrangements including part-time hours and alternative working patterns
- Training and support: unlimited access to development courses, mentoring and support and clear career pathways
- Staff offers: includes discounts on your MOT, gym and fitness, restaurants and salons
- Arriva Travel Club: great value savings on local bus travel
How To Apply
We understand that job applications take time and effort, but a high-quality application shows that you are professional with a good attention to detail. The recruiting manager may receive a number of applications for each job advertised so you want yours to stand out!
Our ‘How to apply' page has more tips to help with your application: How to apply
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