Resident Insight and Improvement Officer

The Joseph Rowntree Foundation; Tees Valley; On-site; GBP 16,000 - 20,000; Part time

Job summary

The Joseph Rowntree Housing Trust is seeking a Resident Insight and Improvement Officer to place resident voice at the heart of service delivery. You will analyse insights from TSMs, CSAT and complaints, identify trends, and support teams to design and monitor meaningful improvements.

Working with operational colleagues, you will facilitate discussions, present clear reports, and help translate feedback into practical actions.

Qualifications

• Experience analysing resident feedback to identify trends, themes and opportunities for improvement.
• Ability to translate insight into practical service improvement actions and communicate findings clearly.

Responsibilities

• Analyse and interpret resident feedback from various sources (TSMs, CSAT, complaints).
• Lead CSAT and insight meetings with operational teams to monitor satisfaction and drive action.
• Prepare clear reports and summaries highlighting learning and improvements.
• Coordinate actions with service areas and monitor progress.

Skills

Data analysis

Qualitative & quantitative analysis

Stakeholder engagement

Facilitation

Tools

Spreadsheets

Reporting tools

Job description

Permanent, Part Time (21 hours per week)

*Please note that we do not currently offer any Tier 2 sponsorship*

About the role

Here at Joseph Rowntree Housing Trust, we are seeking a Resident Insight and Improvement Officer to play a key role in ensuring that resident voice and feedback are at the heart of service delivery and continuous improvement across the organisation.

The role will analyse and interpret insight from a range of sources, including Tenant Satisfaction Measures (TSMs), complaints learning, engagement activity and customer journey mapping, to identify trends, explore root causes and highlight opportunities to improve the resident experience.

Working closely with operational teams, the postholder will support the organisation to learn from resident feedback and complaints by identifying key themes, facilitating discussions with service areas and supporting teams to develop, deliver and monitor meaningful improvement actions. The role will lead Customer Satisfaction (CSAT) and insight meetings with operational teams, helping to understand feedback, monitor satisfaction levels and ensure learning is acted upon.

The role is central to the organisations approach to improving resident experience, ensuring that resident insight is not only captured and understood but actively used to inform decision making, shape service delivery and drive continuous improvement.

About you

We are looking for someone with experience of analysing resident feedback to identify trends, themes and opportunities for improvement, alongside a good understanding of resident satisfaction measures such as TSMs, CSAT and similar performance indicators. You will be able to translate insight and feedback into practical service improvement actions and demonstrate strong analytical and problem-solving skills, with the ability to interpret both qualitative and quantitative feedback.

You will be confident in building effective working relationships with colleagues across different service areas and committed to promoting the resident voice and improving the overall resident experience. You will have the ability to facilitate discussions or workshops with service teams to review feedback, identify learning and identify improvements.

An understanding of complaints learning and how feedback can be used to improve services is essential, as is experience of preparing clear reports and summaries that communicate insight and highlight improvement opportunities. You will also have good IT and data-handling skills, including experience of using spreadsheets or reporting tools to review and interpret performance information. Strong organisational skills are important, with the ability to coordinate actions and monitor progress.

Our core priority

JRHT strives to be a housing association that is sustainable and engaging, providing high quality and continuously improving services and decent affordable homes in well managed communities prioritising those in greatest need.

Closing date for applications is 12th October 2026.

Please note that we will be shortlisting and interviewing on an on-going basis and reserve the right to bring the closing date forward should enough quality applications be received.

Additional Information

We are a values driven organisation and our values drive our behaviours. Were at our best when were continually building on trust, showing we care and making a difference and we hope others will do the same. We are committed to creating an inclusive and welcoming workplace, where all colleagues can be themselves.

Whilst most non-resident facing roles may be able to spend some time working remotely, there is an expectation that colleagues will attend the office regularly.

Our commitment to Equality, Diversity and Inclusion

At JRHT we believe in giving everyone an equal chance to succeed. Applications are welcome from all regardless of age, disability, marriage or civil partnership, pregnancy or maternity, religion or belief, race, sex, sexual orientation, trans status or social economic background. We positively encourage applications from people with experience of living in poverty.

As part of our commitment to equity and specifically anti-racism, we operate an anonymised recruitment process so that bias is eliminated from the shortlisting process.

We are a Disability Confident Employer. This means that we are committed to the recruitment, progression and retention of disabled individuals. We offer interviews to disabled candidates who meet the minimum criteria for the job. If you have a disability, please tell us if you would like to be considered for an interview under the Disability Confident Scheme.