Senior Feedback Champion

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

At Red Kite, we’re a little bit different. We don’t stand on ceremony, so forget things like silos,
teams, directorates and instead think more organically At Red Kite 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.

To help us achieve this we work in partnership with our tenants and understand that we need to
listen and learn from what they tell us, using 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 acting on what we are told helps us embrace our tenant-led culture.

This role works as part of our Feedback Pod, where our focus is about not only supporting our
teams across the organisation to deliver excellent services, but also to challenge and drive
business improvements and explore opportunities. We follow the Housing Ombudsman
Complaint Handling Code and as our Senior Feedback Champion you will have a key role in
ensuring that we are effectively responding to requests for information from the Housing
Ombudsman, building case files and learning from their ‘Spotlight on ’ reports and published
findings to identify and embed best practice across the organisation. You will also contribute
towards ensuring that we are listening to our tenants when they use our feedback process, and
that we are responding fairly, in a timely manner, and following up on any actions that we need
to take. You’ll work with the rest of your team to ensure we are identifying and embedding
learning, including implementing service improvements. All of this with the core purpose of
delivering excellent services to our tenants.

You are able to get to the heart of issues quickly and have excellent written skills to present
findings and trends clearly in written reports. You are an excellent communicator, someone who
is hungry to explore meaningful insight and who will influence others to use this intelligence to
drive the services that will best support our business policies and strategies. You are an
organised person who enjoys creating order and clarity from chaos and complexity.

**What we need you to do**:

- Be a leader in the team, making sure that we are effective and achieve our outcomes in a

professional and customer-focussed way.
- Be a thorough case investigator with a focus on evidence and positive outcomes.
- Be responsible for the creation of case files for all complaints, including those escalated

to the Housing Ombudsman.
- Work closely with staff across the organisation, at all levels, as well as our contractors to

ensure that decisions are evidence based.
- Be the hub for incoming and outgoing communications relating to complex cases.
- Support the Complaints Investigation Manager in the production of regular performance

reports.
- Identify trends and ensure that we are learning from the feedback we receive.
- Liaise with colleagues and contractors to improve working relationships and contribute to

a positive team working environment.
- Manage and develop relationships with internal and external stakeholders to raise the

profile and understanding of the Feedback Team and our processes.
- Uphold our aim to have tenants inspire the design, delivery and outcome of everything

we do.
- Help to ensure our vision and values influence every aspect of our business.

**What you will be responsible for**:

- Working with the Complaints Investigation Manager to administer complex and escalated

cases.
- Writing concise yet detailed letters and case reports that demonstrate knowledge, care

and professionalism.
- Preparing and auditing case files to assure clarity, accuracy, attention to detail and

evidence-based decision making.
- Identifying risks and escalating as required.
- Working with tenants and other stakeholders to help prevent the escalation of complaints

by ensuring we take a measured, customer-focussed approach when resolving

complaints.
- Working with the Complaints Investigation Manager to ensure that we are complying with

the Housing Ombudsman Complaint Handling Code, including capturing information to

support our compliance and self-assessments.
- Staying up to date with Housing Ombudsman initiatives and reports and incorporating

learnings, information and guidance into our ways of working.
- Actively promote a culture where feedback is embraced, respected and valued.
- Working with stakeholders to drive a right first-time ethos.
- Propose and support on business improvement projects.
- Produce regular and ad-hoc reports ensuring that successes and challenges are

highlighted, monitored, and recorded.
- Provide support to the Feedback Team to ensure we are managing workflow and are

appropriately resourced at all times.
- Supporting t