Learning Officer

Contract type: Permanent

Salary: £33,143 – £36,363 a year

Hours per week: 37

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 role focuses on performance management, regulatory compliance, customer service improvement and organisational learning.

• 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.

• Demonstrable experience in performance analysis and social housing management.
• Excellent written and verbal communication skills, with ability to engage effectively with customers, colleagues, senior managers and external agencies.
• Strong influencing and negotiation skills, particularly in sensitive or complex situations.
• Ability to manage competing priorities, meet deadlines and work independently using own initiative.
• Experience preparing detailed and complex reports for a range of audiences.
• Experience working collaboratively within multi‑agency partnerships.
• 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.
• Sound understanding of equality legislation and ability to identify and address discrimination appropriately.
• Knowledge of current housing legislation, regulations and best practice.

• 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.

• 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% (at April 2026) and 3x salary death in service grant.
• Generous relocation package, up to £8,000 (subject to eligibility).
• Employee Assistance Programme: free, 24/7 confidential counselling and wellbeing support for employees and certain dependants.
• Flexible working options, including working from home where possible; part‑time hours and alternative working patterns available.
• Unlimited access to development courses, mentoring and clear career pathways.
• Staff offers, including discounts on MOT, gym and fitness, restaurants and salons.
• Arriva Travel Club: savings on local bus travel.

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.

Our ambitious Luton 2040 Vision – that no‑one in Luton will have to live in poverty – drives everything we do. We welcome applications from all sections of the community and are committed to developing a workforce that reflects the diversity of our borough.