Role Purpose
The Tenant Insight Officer ensures tenants’ voices are heard, understood, and acted upon.
The role leads on analysing Tenant Satisfaction Measures (TSMs) and wider tenant feedback across Somerset Council’s soon to be restructured 10,000-unit landlord, translating insight into clear, evidence‑based recommendations that inform decision‑making, service improvement, and regulatory assurance.
Key Responsibilities
Tenant Satisfaction Measures (TSM) Insight
- Lead the analysis and reporting of TSM data, ensuring accuracy, consistency, and compliance with regulatory requirements.
- Analyse TSM results to identify key drivers of tenant satisfaction and dissatisfaction, monitoring trends over time and benchmarking against peers where possible.
- Translate data into clear, accessible insight for a range of audiences, including frontline teams, senior leaders, and tenants.
- Develop and maintain regular insight reports and dashboards to support performance monitoring and improvement.
- Use insight to constructively challenge service performance and escalate systemic issues where required.
- Contribute to assurance activity for senior leadership in relation to TSMs and regulatory expectations.
- Work alongside complaints and performance teams to analyse tenant feedback across different sources, identifying recurring themes, service failures, and systemic issues.
- Ensure tenants who express dissatisfaction are contacted where appropriate, raising service requests or complaints with relevant teams for action.
Service Improvement and Recommendations
- Provide independent, clear, evidence‑based recommendations rooted in tenant insight.
- Support and challenge service areas to understand what the data shows and how to respond effectively.
- Contribute to service improvement plans, quality assurance activity, and performance reviews.
- Monitor and report on the impact of agreed actions and outcomes for tenants.
Reporting and Communication
- Produce dashboards, reports, and visual insight tools to communicate quantitative and qualitative findings clearly.
- Prepare briefings, reports, and presentations for leadership teams, boards, and tenant groups.
- Ensure insight is communicated in plain language and remains focused on the tenant experience.
- Work collaboratively across teams and services to share insight and support improvement.
Stakeholder Collaboration and Tenant Focus
- Work closely with internal stakeholders, boards and engaged tenants to align insight and improvement activity.
- Attend tenant meetings and engagement events, in person, within the Somerset area.
- Support tenant engagement, consultation, and co‑production by providing relevant and timely insight.
- Promote a culture of listening to tenants and using feedback and data to drive change.
- Demonstrate respect for tenants lived experience and perspectives.
What do I need to be successful?
- Demonstrable experience of analysing customer insight, performance data, and survey results to inform decision-making.
- Proven ability to use customer feedback to support and drive service improvements.
- Experience of co-producing insight or improvement initiatives in collaboration with residents.
- Experience of reporting performance outcomes and insights to senior leadership teams or boards.
- Holds, or is willing to work towards, a CIH Level 3 qualification when required
- Have strong written and verbal communication skills, tailored to different audiences
- Have an ability to influence, challenge and support others constructively
- Customer focused mindset with a commitment to improving outcomes for tenants
- Curious, evidence-driven and motivated by improving services through tenant insight
