Feedback, Learning and Insight Officer

Future of London; Greater London; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

LGPS pension

32 days annual leave

Remote/office hybrid working

Season ticket loan

Career development and training

Employee Assistance Programme

Health and leisure discounts

Sabbatical for social workers

Job summary

Enfield Council’s Housing & Regeneration Service is seeking a Feedback, Learning and Insight Officer to champion the voice of residents and translate feedback into service improvements for Council Housing.

You will gather insights from surveys, focus groups and inquiries, and work with residents and community groups to inform strategy and planning within the service. This role supports a culture of continuous learning and improvement with a blended working model.

Qualifications

• Experience collecting and analysing customer feedback.
• Ability to turn insights into service improvements and lead projects.
• Experience working with residents, service users or community groups.

Responsibilities

• Maintain a clear understanding of objectives, direction and development of the service area to meet changing needs, with emphasis on customer relations and continuous service improvement.
• Contribute to a culture within the service that is customer focused, provides value for money and upholds health and safety and council values.
• Support implementation and embedding of corporate systems to create a single customer view used to shape strategy and improvement activity.

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.

Contact Details -

If you would like to know more about the role, please contact Will Solly via [e-mail] for an informal discussion

If you have any difficulties accessing this information, please contact [e-mail]

We do not see your name or title when shortlisting your application. This is one of many initiatives to build a more talented and diverse workforce. However, if you put your name on your CV or Statement it will be visible to us. For this reason, we ask that you do not include your name on these documents. Please note it is your responses to the Essential/Desirable criteria, as detailed in the Job Description and Person Specification which is available on the job advert, that will determine if you are shortlisted for an interview, therefore we encourage you to always address the essential and desirable criteria in your application/CV.

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, click here to find out more.

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.

We reserve the right to close this vacancy once a sufficient number of applications have been received. Therefore, we advise that you complete fully and submit your application as soon as possible to avoid disappointment.

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.