Feedback, Learning and Insight Officer

London Borough of Enfield; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

LGPS pension

32 days annual leave

Hybrid/remote working

Season ticket loan

Training courses

Employee assistance programme

Health and leisure discounts

Sabbatical for social workers

Job summary

The London Borough of Enfield is seeking a Feedback, Learning and Insight Officer to champion resident voices across Council Housing. You will collect and analyse feedback from surveys, focus groups, and enquiries, turning insights into actionable improvements and strategic decisions within the Service Improvement Team.

We welcome applicants from diverse backgrounds who can demonstrate experience in public services, resident engagement and data-informed service enhancements, with a commitment to

Qualifications

• Experience collecting and analysing customer feedback from multiple sources.
• Ability to turn insights into actionable improvements for service delivery.
• Proven ability to support continuous improvement and resident engagement in public services.

Responsibilities

• Capture and analyse resident feedback to inform strategic decisions.
• Support embedding use of council systems to generate meaningful intelligence.
• Contribute to a culture of customer focus and value for money in service delivery.

Job description

Are you passionate about amplifying the voice of residents and driving meaningful service improvement in social housing? This is a fantastic opportunity to join the Service Improvement Team within Enfield’s Housing & Regeneration Service, where your work will directly shape the future of Council Housing.

As our Feedback, Learning and Insight Officer, you’ll champion the voice of the customer by capturing and analysing resident feedback from a wide range of sources, including satisfaction surveys, focus groups, feedback, and enquiries. Your insights will inform strategic decisions and support a culture of continuous learning and improvement across Council Housing service

Key Accountabilities:

The successful applicant will be expected to:

• To maintain a clear understanding of the objectives, direction and development of the service area to meet changing needs, with particular emphasis on customer relations, continuous service improvement and ensuring that a positive image of the Council is portrayed at all times.
• To contribute towards the development of a culture within the service, which is customer focussed, committed to ensuring value for money and to provide a high standard of customer service, health and safety and the Council’s core values.
• Work to support the implementation, embedding and continuous improvement in the use of the Council’s corporate systems, ensuring a single view of the customer is understood across Council Housing and this is turned into meaningful intelligence and data which is shared and utilised to inform future strategy, planning and service improvement activity.

This role requires a solid understanding and a willingness to learn about local government or social housing services. You should have experience in collecting and analysing customer feedback, and using insights to support service improvements and lead projects. We welcome applicants from a wide range of backgrounds and sectors. It is important that you can demonstrate how your experience contributes to continuous improvement and meaningful resident engagement in a public service or social housing context. Experience working directly with residents, service users or community groups will be particularly valuable.

We are passionate about our people and how we deliver services to our community in Enfield. That’s why we encourage a culture that puts our customers at the heart of everything we do - by empowering our people to work together to find solutions, be open, honest and respectful, take responsibility and listen and learn. If you value these behaviours too, we’d love to hear from you - and of course we are always happy to talk flexible working.

Why it's great to work for Enfield Council:

• An excellent pension through the Local Government Pension Scheme (LGPS).
• Up to 32 days annual leave depending on grade and length of service. You will also get eight public holidays per year and an extra day off at Christmas.
• A blend of remote and office based working for most roles.
• Interest free season ticket loan repayable over three or ten months.
• Career development and learning experiences from a range of training courses and learning methods.
• Employee Assistance Programme to provide advice and counselling services. This is a free and confidential service available to staff and members of their family.
• Health and leisure discounts and tax-free bikes for work.
• 1 month's paid sabbatical for registered Social Workers working in Children's Social Care.

If you have previously applied for this role within the past 6 months, unfortunately, a second application will not be considered.

Certain posts in the Council are ‘politically restricted’ which means that staff employed in these posts may not undertake political activities either in or outside the workplace and therefore if candidates are affiliated with any political party, we may not be able to proceed with their application.