Head of Feedback

8 months ago

High Wycombe, United Kingdom Red Kite Community Housing Full time

**Reports to**: Head of Feedback
**Working in**: Feedback Pod

We strive to deliver excellent services that create a great tenant experience. To help us achieve
this we work in partnership with our tenants and leaseholders and understand that we need to
listen and learn from what they tell us. We use all feedback as an opportunity to improve our
services. Whether it’s to tell us we’ve done a great job, or that we didn’t meet their expectations,
listening to our tenants and leaseholders and acting on what we are told helps us embrace our
tenant-led culture.

In this role, you will have the opportunity to champion the power of feedback and help deliver
the tools we need to continuously learn and improve. You will be the day-to-day lead when it
comes to the managing and responding to our Quick Resolution cases, ensuring we are
capture, working with colleagues in the team and wider business to seek out not just resolutions
to each problem, but also find opportunities for service improvements, embedding learning and
creating positive change. This role is not just about listening and continuous improvement but
it’s also about real time, pro-active change.

**What we need you to do:
- Take ownership and responsibility of the Quick Resolution cases we receive,

ensuring overall adherence to our feedback policy
- Develop and maintain effective working relationships with all colleagues to ensure we

are continually striving to improve customer satisfaction with our services
- Support the Head of Feedback and Senior Feedback Champions in the production of

regular performance reports including customer insight, lessons learned, the
outcomes of improvements made and satisfaction surveys
- Lead by example, providing exceptional customer care, embodying our behaviour

charter to inspire trust
- Utilise our CRM system and other technology to record, respond, resolve, learn and

improve from the feedback we receive, providing low effort, but high satisfaction
experiences for our staff and customers
- Be a valued member of the Feedback Pod, providing an approachable and

knowledgeable service which supports our staff and customers
- Ensure our tenants and leaseholders inspire the design, delivery and outcome of

everything we do

**What you will be responsible for:
- Manage the administration of all feedback to the guidelines set out in our Feedback
- Policy and procedures across our Group, with a focus on informal and early resolution
- to negative feedback- Ensure that our customers are clear on how they can feedback to us and that they
- feel their feedback is valued- Ensure that we maintain accurate, timely feedback records which are accessible to all
- who require them, and which are integrated into our core systems- Ensure that staff are equipped with the guidance and tools to enable them to own

Quick Resolution cases they receive or are asked to manage, delivering regular
training sessions and induction sessions
- Generate and promote a culture where feedback is embraced and valued, and is also

seen as nuggets of opportunity
- Support staff to ensure complaints are resolved in line with our key resolution

principles, ensuring consistency and quality assurance
- Supporting the triaging of our formal complaints to facilitate our ability to respond fully

to the concerns of our customers
- Improve our approach to feedback management through the creation and continual

review of a Feedback Toolkit and guidance documents
- Produce regular feedback reports to advise individual service areas and partners of

their performance, in relation to the feedback received
- Be one of our champions for driving continuous improvement opportunities across the

organisation, ensuring the customer experience becomes second nature in our
approach
- Work with colleagues in all service areas to ensure feedback is utilised as an

important part of staff, partnership and contractor management
- Work closely with colleagues in the team to ensure we are feeding into our learning

and improvement work
- Work with others in the team to identify and resolve gaps in staff and customer

knowledge
**Where you have come from:
- An environment where you have had previous experience of dealing with feedback

with a strong understanding of what excellent customer service looks like
- Somewhere you have inspired and motivated others to walk in the customer’s shoes,
- putting their needs first, learning from mistakes and inspiring change
- Experience of encouraging the right behaviours to prioritise and advocate for our
- customers- An environment where you can evidence how you have used your emotional
- intelligence to see beyond the surface of an issue to identify the root causes- An environment where you have showed your ability to create excellent working
- relationships with colleagues, customers and partners- Somewhere that you evidenced your ability to stay calm under pressure, resolve

conflict and create positive outcomes

**What our

  • 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,...

  • Head of Business

    6 months ago

    High Wycombe, United Kingdom Pembrook Resourcing Full time

    **Head of Business / Dealer Principal** Pembrook Resourcing currently have an exciting opportunity for a head of business / dealer principal for one of our clients, A well renowned car dealership in the area! **Main Duties**: - To be an outstanding retail partner of the Group. - To ensure the business delights all its customers. - To manage, develop and...

  • Head of Business

    6 months ago

    High Wycombe, United Kingdom Pembrook Resourcing Full time

    **Head of Business / Dealer Principal** Pembrook Resourcing currently have an exciting opportunity for a head of business / dealer principal for one of our clients, A well renowned car dealership in the area! **Main Duties**: - To be an outstanding retail partner of the Group. - To ensure the business delights all its customers. - To manage, develop and...

  • Head of Business

    6 months ago

    High Wycombe, United Kingdom Pembrook Resourcing Full time

    **Head of Business / Dealer Principal** Pembrook Resourcing currently have an exciting opportunity for a head of business / dealer principal for one of our clients, A well renowned car dealership in the area! **Main Duties**: - To be an outstanding retail partner of the Group. - To ensure the business delights all its customers. - To manage, develop and...

  • Head Of Customer Success

    23 hours ago

    High Wycombe, United Kingdom Burton Recruitment Limited Full time

    Job Description Head of Key Accounts/Customer Success High Wycombe (3 days per week office-based) 70K to 80K basic + bonus (20K - 40K) An incredibly exciting opportunity to join a rapidly growing facilities solutions company as Head of Customer Success/Key Accounts in High Wycombe.The role entails managing a team of 20 account managers and account executives...

  • Head of Customer Success

    10 hours ago

    High Wycombe, United Kingdom Burton Recruitment Limited Full time

    Job DescriptionHead of Key Accounts/Customer SuccessHigh Wycombe (3 days per week office-based)70K to 80K basic + bonus (20K - 40K)An incredibly exciting opportunity to join a rapidly growing facilities solutions company as Head of Customer Success/Key Accounts in High Wycombe. The role entails managing a team of 20 account managers and account executives...

  • Head of Customer Success

    4 weeks ago

    High Wycombe, United Kingdom Burton Recruitment Limited Full time

    Head of Key Accounts/Customer SuccessHigh Wycombe (3 days per week office-based)70K to 80K basic + bonus (20K - 40K)An incredibly exciting opportunity to join a rapidly growing facilities solutions company as Head of Customer Success/Key Accounts in High Wycombe. The role entails managing a team of 20 account managers and account executives and instilling...

  • Head of Customer Success

    4 weeks ago

    High Wycombe, United Kingdom Burton Recruitment Limited Full time

    Head of Key Accounts/Customer SuccessHigh Wycombe (3 days per week office-based)70K to 80K basic + bonus (20K - 40K)An incredibly exciting opportunity to join a rapidly growing facilities solutions company as Head of Customer Success/Key Accounts in High Wycombe. The role entails managing a team of 20 account managers and account executives and instilling...

  • Head of Customer Success

    4 weeks ago

    High Wycombe, United Kingdom Burton Recruitment Limited Full time

    Job Description Head of Key Accounts/Customer Success High Wycombe (3 days per week office-based) 70K to 80K basic + bonus (20K - 40K) An incredibly exciting opportunity to join a rapidly growing facilities solutions company as Head of Customer Success/Key Accounts in High Wycombe. The role entails managing a team of 20 account managers and account...

  • Head of Medical Information and Records

    6 months ago

    High Wycombe, United Kingdom Johnson & Johnson Full time

    **Janssen - Head of Medical Information and Records** **Location: Head Office - High Wycombe - Hybrid Role - 2 days home working** Janssen is recruiting for a Head of Medical Information and Records, located in High Wycombe, UK. This role will shape and deliver the strategy for how Medical Information contributes to the overall Janssen UK...

  • Head of Customer

    6 months ago

    High Wycombe, United Kingdom The Perfume Shop Full time

    **HEAD OF CUSTOMER | FTC 9-12 MONTHS | HIGH WYCOMBE** We’re looking for An incredible Head of Customer join our Customer team on a fixed term contract, you’ll lead teams across CRM, Customer Service, Data & Insight, Brand and Social, and play a key role in delivering the customer strategy at The Perfume Shop. You’ll be a true leader, bringing your...

  • Commercial Quality Head Uk&ireland

    6 months ago

    High Wycombe, United Kingdom Johnson & Johnson Full time

    At Johnson & Johnson, we believe health is everything. As a focused healthcare company, with expertise in Innovative Medicine and MedTech, we’re empowered to tackle the world’s toughest health challenges, innovate through science and technology, and transform patient care. All of this is possible because of our people. We’re passionate innovators who...

  • Deputy Head of Physical Education

    1 month ago

    High Wycombe, United Kingdom Teaching Personnel Full time

    Job Description: Deputy Head of Physical EducationLocation:South East England, Buckinghamshire, High WycombeJob Type:Permanent, Full-TimeSalary:£180 - £215 Per dayQualifications:Good honours degree or equivalent, Qualified Teacher StatusJob Duties:- Assist the Head of Physical Education in the overall management and development of the department- Plan,...

  • Head of Customer Success

    3 days ago

    High Wycombe, Buckinghamshire, United Kingdom Burton Recruitment Limited Full time

    Job Description Head of Key Accounts/Customer Success High Wycombe (3 days per week office-based)70K to 80K basic + bonus (20K - 40K) An incredibly exciting opportunity to join a rapidly growing facilities solutions company as Head of Customer Success/Key Accounts in High Wycombe. The role entails managing a team of 20 account managers and account...

  • Head of Customer Success

    4 weeks ago

    High Wycombe, UK, Buckinghamshire, United Kingdom Burton Recruitment Limited Full time

    Head of Key Accounts/Customer SuccessHigh Wycombe (3 days per week office-based)70K to 80K basic + bonus (20K - 40K)An incredibly exciting opportunity to join a rapidly growing facilities solutions company as Head of Customer Success/Key Accounts in High Wycombe. The role entails managing a team of 20 account managers and account executives and instilling...

  • Financial Management Reporting Assistant Head

    6 months ago

    High Wycombe, United Kingdom Ministry of Defence Full time

    **Details**: **Reference number**: - 358371**Salary**: - £57,670- £2000 pa (pro rata) recruitment and retention allowance, payable to staff located at RAF High Wycombe and £3,000 pa MOD Qualified Accountants Allowances at G6/G7 level, provided they are currently active- A Civil Service Pension with an average employer contribution of 27%**Job...

  • Head of Modern Foreign Languages

    3 days ago

    High Wycombe, Buckinghamshire, United Kingdom Independent Association of Prep Schools Full time

    Seeking an enthusiastic teacher of Modern Foreign Languages to head our vibrant MFL Department. Detail Godstowe is a thriving, busy School enjoying a famous reputation in its field and now entering its 125th anniversary year. Approximately a third of our pupils are boarders. The School prepares children for entry, mostly at 13+ but some at 11+, into the...

  • Head of Languages

    2 weeks ago

    High Wycombe, Buckinghamshire, United Kingdom Independent Association of Prep Schools Full time

    We are looking for an outstanding teacher to lead our Modern Foreign Languages Department, with a passion for delivering high-quality education to our students.About the OpportunityThis is a fantastic opportunity to join a thriving school with a strong reputation for academic excellence. Our department covers the whole school from Pre-Prep to Year 8, with a...

  • Academic Department Head

    2 weeks ago

    High Wycombe, Buckinghamshire, United Kingdom Independent Association of Prep Schools Full time

    Seeking a dedicated teacher to lead our thriving Modern Foreign Languages Department.About the RoleThe successful candidate will have experience teaching MFL to older age groups and a passion for inspiring students to achieve academic excellence. Our department covers the whole school from Pre-Prep to Year 8, with a focus on languages such as French and...

  • Digital Marketing Apprenticeship

    6 months ago

    High Wycombe, United Kingdom Oxford College of Education Full time

    Oxford College of Education is currently seeking a self-motivated and organized individual to join our Sales and Marketing team as a Sales and Marketing Apprentice. In this role, you will have the opportunity to learn and perform various sales and marketing tasks to support the team and gain valuable experience in the field of sales and marketing. Our...