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Head of Feedback

2 weeks 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