Resident Insight & Service Improvement Lead (Part-Time)

The Joseph Rowntree Foundation; England; Hybrid; GBP 18,000 - 24,000; Part time

Job summary

Joseph Rowntree Housing Trust is seeking a Resident Insight and Improvement Officer to ensure resident voice and feedback drive service delivery and continuous improvement. The role will analyse insight from sources such as TSMs, complaints learning, and customer journey mapping to identify trends and opportunities for improvement.

You will lead CSAT and insight meetings with operational teams, translating feedback into practical actions and monitoring progress to ensure learning informs

Qualifications

• Experience analysing resident feedback to identify trends and improvements.
• Understanding of resident satisfaction measures (TSMs, CSAT) and related KPIs.
• Strong ability to translate insights into practical service actions.

Responsibilities

• Analyse insight from sources (TSMs, complaints, engagement) to identify trends.
• Lead CSAT and insight meetings with operational teams.
• Translate feedback into improvement actions and monitor progress.
• Prepare clear reports communicating insights and opportunities.

Skills

Analytical thinking

Quantitative analysis

Qualitative analysis

Stakeholder engagement

Tools

Excel

Job description

Joseph Rowntree Housing Trust is seeking a Resident Insight and Improvement Officer to ensure resident voice and feedback drive service delivery and continuous improvement. The role will analyse insight from sources such as TSMs, complaints learning, and customer journey mapping to identify trends and opportunities for improvement.

You will lead CSAT and insight meetings with operational teams, translating feedback into practical actions and monitoring progress to ensure learning informs