Resident Insight & Service Improvement Lead

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

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.