Head of Feedback

6 months ago

High Wycombe, United Kingdom Red Kite Community Housing Full time

**Reports to**:Deputy Group Chief Executive (DCEO)
**Working in**:Feedback Pod
**Responsible for**:Senior Feedback Champions x 2, Feedback Champions x 2 / 3, Feedback
Specialist

At Red Kite Group (group), we’re a little bit different. We don’t just work for our tenants; we
work with them. Red Kite is all about realising the potential of our communities, helping our
tenants to shape an exciting future that offers better opportunities and life outcomes.

This role is all about ensuring tenants have a positive experience and their voices are heard.
You'll be the strategic leader for feedback and tenant experience, making sure the group
meets regulatory requirements and implements a strong feedback culture.

**Your Responsibilities**:

- **Strategic Leadership**:Oversee the feedback and tenant experience strategy,

ensuring sufficient resources for excellent service.
- **Policy and Compliance**:Lead on feedback policy and procedures, keeping them up
- to-date, compliant, and promoting learning.
- **Tenant Champion**:Advocate for tenants, ensuring the group prioritizes their needs

and responds effectively to complaints.
- **Regulatory Liaison**:Manage relationships with the Housing Ombudsman and

Regulator for Social Housing, ensuring positive interactions and responding to
inquiries.
- **Voice of the Tenant**:Guarantee easy access to feedback channels and actively seek

tenant input to shape services.
- **Performance and Reporting**:Produce regular reports with tenant insights, lessons

learned, improvements, and evidence of value for money.
- **Communication**:Ensure clear and high-quality communication with tenants

throughout the feedback process.
- **Leading by Example**:Champion a customer-focused approach and model excellent

complaint handling.
- **Collaboration and Learning**:Build relationships with internal teams, share learnings

from investigations, and promote a culture of learning from feedback.
- **Feedback Loop Implementation**:Drive a strong feedback learning process, ensuring

lessons are captured and implemented for continuous improvement.
- **Tenant Engagement**:Test services and gather feedback through workshops to

understand tenant needs and adapt accordingly.
- **Training and Development**:Lead efforts to ensure all staff are committed to

feedback and learning, providing training and support.
- **Customer Satisfaction Framework**:Manage the customer satisfaction

framework, aligning it with regulations and conducting surveys and focus groups.
- **Performance Sharing**:Share satisfaction and feedback data across the

organization and with tenants.

**Overall, you'll be the champion for tenants, ensuring their voices are heard**
**and their experience is a priority.**

**As a person, you will:
- Be committed to our vision and values.
- Be self-motivated and thrive on change.
- Ensure we continuously learn from our tenant’s experiences by sharing and
- championing their feedback, maintaining a tenant focus at all times.- Have a ‘can do’, ‘never give up’ attitude to make the extra mile just a regular part
- of the journey for your team and our tenants.- Thrive in a ‘one team’ environment, working together with your SLT colleagues
- to ensure that we collectively own and embed learning.- Have excellent communication, presentation, and change management skills
- showcasing a professional image and your personality (we don’t employ robots)- Be a strong leader and a collaborative team player that sees the benefit in

working with others to identify and implement changes and improvements.

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