Resident Insight & Service Improvement Lead

Iris Recruitment; York and North Yorkshire; On-site; GBP 14,000 - 21,000; Part time

Job summary

Joseph Rowntree Housing Trust is seeking a Resident Insight and Improvement Officer to ensure resident voice informs service delivery and continuous improvement.

The role analyses feedback from TSMS, CSAT and complaints, identifies trends, and supports teams to develop, deliver and monitor practical improvement actions across services. Collaboration with operational teams is essential.

Qualifications

• Experience analyzing resident feedback to identify trends and opportunities for improvement.
• Ability to translate insight into practical service improvement actions.
• Strong IT and data-handling skills, including use of spreadsheets or reporting tools.

Responsibilities

• Analyse insight from TSMS, CSAT, complaints and engagement activities to identify trends and root causes.
• Lead customer satisfaction and insight meetings with operational teams.
• Support teams to deliver and monitor meaningful improvement actions.

Skills

Analytical skills

Problem solving

Stakeholder engagement

Data interpretation

Reporting

Tools

Spreadsheets

Reporting tools

Job description

Joseph Rowntree Housing Trust is seeking a Resident Insight and Improvement Officer to ensure resident voice informs service delivery and continuous improvement.

The role analyses feedback from TSMS, CSAT and complaints, identifies trends, and supports teams to develop, deliver and monitor practical improvement actions across services. Collaboration with operational teams is essential.