Feedback Specialist

About the role

You will manage the administration of all feedback to the guidelines set out in our Feedback Policy and also manage the policy and associated procedures across our Group, with a focus on informal and early resolution to negative feedback.

You will also ensure that our tenants and leaseholders are clear on how they can feedback to us, and that they feel their feedback is valued.

Your role will be to maintain accurate, timely feedback records which are accessible to all who require them, and which are integrated into our core systems; and to make sure 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.

You will 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; and somewhere you have inspired and motivated others to walk in the customer’s shoes.

Personal qualities

You will be committed to our vision and values, providing exceptional customer care and have a ‘can do’ attitude to take the extra mile for our tenants and leaseholders.

You'll be pro-active in everything you do, always striving to improve the feedback function, and be highly organised with a high standard of IT literacy. You'll be a team player that sees the benefit in collaboration and partnership working to identify and implement changes and improvements.

If you feel you'd be a great fit for the role then please take a look at the job description and send your completed application form to recruitment@redkitehousing.org.uk

Please note: We occasionally close vacancies early in the event we receive a high number of applications, so we advise you to submit an application as early as possible.

35-hour week pilot

Since June 2024 we have been piloting a change to our normal full-time, 37-hour 5-day week. Over 12 months we are trialling a shorter 35-hour week (for the same pay as before) where staff work a full day Monday to Thursday and finish the working week at 1pm every Friday. It’s just a pilot at this stage while we evaluate its impact on our staff, our tenants, and the service we provide, but if successful we will consider a permanent move to this way of working in 2025.