Resident Insight & Service Improvement Lead

Joseph Rowntree; New Earswick; Hybrid; GBP 26,000 - 36,000; Part time

Job summary

Joseph Rowntree Housing Trust in the United Kingdom seeks a Resident Insight and Improvement Officer to place resident voice at the heart of service delivery and continuous improvement. You will analyse feedback from TSMs, CSAT and complaints, identify trends, translate insights into practical service actions, and lead meetings with operational teams to monitor progress and share learning.

The role combines data handling, report writing, and cross-team collaboration to drive measurable

Qualifications

• Experience analyzing resident feedback to identify trends and themes.
• Ability to translate insight into practical service improvement actions.
• Experience presenting findings and facilitating review discussions with teams.
• Strong IT and data-handling skills, including spreadsheets and reporting tools.

Responsibilities

• Analyse resident feedback (TSMs, CSAT, complaints) to identify trends and root causes.
• Lead CSAT and insight meetings with operational teams and monitor actions.
• Coordinate improvements with service areas and track progress.
• Prepare clear reports summarising insights and recommendations.

Skills

Analytical thinking

Data interpretation

Stakeholder engagement

Reporting and documentation

IT Excel/Reporting tools

Tools

MS Excel

Reporting tools

Job description

Joseph Rowntree Housing Trust in the United Kingdom seeks a Resident Insight and Improvement Officer to place resident voice at the heart of service delivery and continuous improvement. You will analyse feedback from TSMs, CSAT and complaints, identify trends, translate insights into practical service actions, and lead meetings with operational teams to monitor progress and share learning.

The role combines data handling, report writing, and cross-team collaboration to drive measurable