Feedback & Insights Assistant in Oakham

We are pleased to be advertising the role of Feedback and Insights Assistant within the Adults and Health Directorate. This is a fixed‑term role within the Adult Social Care Quality Assurance Team. This role will be responsible for maintaining our commitment to listening to the views of people who access Adult Social Care and embedding the learning from those experiences. It will involve speaking to adults and their families about their experiences, completing team‑specific surveys, exploring a range of topics relevant to customer experience, in addition to data input and recording. The role will work alongside both health and social care professionals within Adult Social Care and across a broad range of adults with a range of lived experiences.

About you

• Experience of working in a Quality Assurance and/or within a customer‑facing role
• Lived experience of accessing or using social care services and support and/or professional experience within Health and Social Care
• Detail orientated
• Strong IT literacy and communication skills

About the role

To be successful as the Feedback and Insights Assistant, your duties will include:

• Conduct structured telephone calls to adults and their families, gathering their feedback on their recent interactions or the service(s) they received.
• Monitor the feedback survey referral system, interpreting the appropriate customer information and logging the required customer referrals.
• Plan and action customer phone calls, including inputting verbal and written feedback onto the survey system.
• Collaborate with the Quality Assurance team to embed customer feedback into QA audits, reports, and improvement initiatives.
• Use a variety of digital systems including Microsoft 365 applications and adult social care case management systems, to access customer information, organise customer communications and record feedback.
• Identify areas for co‑production and co‑design within quality assurance workstreams both from ASC professionals and adults and their carers.
• Keep records and produce regular written reports/briefing notes and case studies for the Principal Social Worker and Senior management meetings.
• Interpret and analyse data and information which may be complex and sensitive to different audiences and use professional judgment to assess potential issues and offer solutions to those issues.

Please note you will require a full driving license if required to and able to work from other sites/locations. The successful applicant will be subject to a basic check by the Disclosure and Barring Service (DBS). The costs for the DBS are paid by us. Feedback and Insights Assistant interviews will be held week commencing 01 December 2025. Please be advised this could be subject to change, in which case we will give appropriate notice. We will be reviewing applications on a regular basis and inviting those who meet our essential person specification criteria to interview. If you’re interested in this role, we strongly encourage you to apply without delay.

To be successful in this role – you may have experience in the following roles:

• Lived experience of accessing Health and Social Care
• Professional experience of working with people receiving Health and Social Care
• Experience in working in a customer‑facing role

Our offer to you

Rutland Council is committed to Flexible Working and understands the benefits of supporting employees to manage their work and life balance, whilst meeting the needs of the service. We are committed to supporting and empowering our staff to be the best workers that they can be and Rutland Council is the place you want to be. Our benefits go beyond the salary – being part of a great team, excellent Local Government Pension, generous annual leave, opportunities to learn and develop your career, and a demonstrable commitment to supporting the health and wellbeing of our staff. Whilst the base for this post is Oakham, Rutland, the Local Authority offers a hybrid working practice. As well as working from home, we feel it is important that you have the opportunity to spend time in the workplace with your colleagues to help you learn, develop and engage.

Find out more

To learn more about working with us visit https://jobs.rutland.gov.uk or if you have any queries about this role, please contact qassurance@rutland.gov.uk.

How to apply

Click on the apply button which will redirect you to the Jobs Go Public (JGP) site where we handle all our vacancies. If you already have a JGP account you will be asked to login, or alternatively if you don’t have an account, you will be guided through the set up process. Access to an account is necessary, as all updates regarding your application will be sent via the JGP site to the email you have used to register. If you are experiencing problems or have any queries about the application process, please call us on 01572 758291 or email us at recruitment@rutland.gov.uk. Please be aware that in the event of a high volume of applications, we may close this vacancy before the advertised closing date. All recruitment correspondence, including interview details, will be sent out via email from the Jobs Go Public site. If you require documentation/correspondence in an alternative format, please contact the Recruitment team.

Equality, Diversity and Safeguarding

Rutland County Council is committed to Equality and Diversity and welcomes applications from all sections of the community. Everyone at Rutland County Council has a responsibility for, and is committed to, safeguarding and promoting the welfare of Children, Young People and Vulnerable Adults and for ensuring that they are protected from harm.