Resident Insight and Improvement Officer

We are seeking a Resident Insight and Improvement Officer to play a key role in ensuring that resident voice and feedback are at the heart of service delivery and continuous improvement across the organisation.

The role will analyse and interpret insight from a range of sources, including Tenant Satisfaction Measures (TSMs), complaints learning, engagement activity and customer journey mapping, to identify trends, explore root causes and highlight opportunities to improve the resident experience.

Working closely with operational teams, the postholder will support the organisation to learn from resident feedback and complaints by identifying key themes, facilitating discussions with service areas and supporting teams to develop, deliver and monitor meaningful improvement actions. The role will lead Customer Satisfaction (CSAT) and insight meetings with operational teams, helping to understand feedback, monitor satisfaction levels and ensure learning is acted upon.

The role is central to the organisation’s approach to improving resident experience, ensuring that resident insight is not only captured and understood but actively used to inform decision making, shape service delivery and drive continuous improvement.

We are looking for someone with experience of analysing resident feedback to identify trends, themes and opportunities for improvement, alongside a good understanding of resident satisfaction measures such as TSMs, CSAT and similar performance indicators. You will be able to translate insight and feedback into practical service improvement actions and demonstrate strong analytical and problem-solving skills, with the ability to interpret both qualitative and quantitative feedback.

You will be confident in building effective working relationships with colleagues across different service areas and committed to promoting the resident voice and improving the overall resident experience. You will have the ability to facilitate discussions or workshops with service teams to review feedback, identify learning and identify improvements.

An understanding of complaints learning and how feedback can be used to improve services is essential, as is experience of preparing clear reports and summaries that communicate insight and highlight improvement opportunities. You will also have good IT and data-handling skills, including experience of using spreadsheets or reporting tools to review and interpret performance information. Strong organisational skills are important, with the ability to coordinate actions and monitor progress.

We strive to be a housing association that is sustainable and engaging, providing high quality and continuously improving services and decent affordable homes in well managed communities prioritising those in greatest need.

To apply, please complete the online application. Closing date for applications is 10th November 2026. Please note that we will be shortlisting and interviewing on an on-going basis and reserve the right to bring the closing date forward should enough quality applications be received.

We are a values driven organisation and our values drive our behaviours. We’re at our best when we’re continually building on trust, showing we care and making a difference – and we hope others will do the same. We are committed to creating an inclusive and welcoming workplace, where all colleagues can be themselves.

Whilst most non-resident facing roles may be able to spend some time working remotely, there is an expectation that colleagues will attend the office regularly.

We believe in giving everyone an equal chance to succeed. Applications are welcome from all regardless of age, disability, marriage or civil partnership, pregnancy or maternity, religion or belief, race, sex, sexual orientation, trans status or social economic background. We positively encourage applications from people with experience of living in poverty.

As part of our commitment to equity and specifically anti-racism, we operate an anonymised recruitment process so that bias is eliminated from the shortlisting process. We are a Disability Confident Employer. This means that we are committed to the recruitment, progression and retention of disabled individuals. We offer interviews to disabled candidates who meet the minimum criteria for the job. If you have a disability, please tell us if you would like to be considered for an interview under the Disability Confident Scheme.