Tenant Insight & Service Improvement Lead

Joseph Rowntree Group; York and North Yorkshire; On-site; GBP 21,000 - 34,000; Part time

Job summary

Joseph Rowntree Housing Trust is seeking a Resident Insight and Improvement Officer on a permanent part-time basis (21 hours per week) to centre resident voice in service delivery and improvement. You will analyse TSMS, CSAT and feedback to identify trends and opportunities for better resident experience, and lead insight meetings with teams.

You will translate findings into concrete improvements, support teams to implement actions, and monitor progress, ensuring learning is embedded in

Qualifications

• Experience analysing resident feedback to identify trends, themes and opportunities for improvement.
• Understanding of resident satisfaction measures such as TSMs and CSAT.
• Ability to translate insight into practical service improvement actions and monitor outcomes.

Responsibilities

• Analyse resident feedback to identify trends, themes and opportunities for improvement.
• Lead CSAT and insight meetings with operational teams to understand feedback and monitor learning.
• Translate insights into practical improvement actions and monitor progress.

Skills

Resident feedback analysis

CSAT

TSMs

Data interpretation

Stakeholder engagement

Tools

Spreadsheets

Reporting tools

Job description

Joseph Rowntree Housing Trust is seeking a Resident Insight and Improvement Officer on a permanent part-time basis (21 hours per week) to centre resident voice in service delivery and improvement. You will analyse TSMS, CSAT and feedback to identify trends and opportunities for better resident experience, and lead insight meetings with teams.

You will translate findings into concrete improvements, support teams to implement actions, and monitor progress, ensuring learning is embedded in