Senior Feedback Champion

This role works as part of our Feedback Pod, where our focus is on not only supporting our teams across the organisation to deliver excellent services, but also challenging and driving business improvements and exploring opportunities.

We follow the Housing Ombudsman's 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 reports and published findings to identify and embed best practice across the organisation.

What we need you to do

We need to be a leader in the team, making sure that we are effective and achieve our outcomes in a professional and customer-focussed way. You will be a thorough case investigator with a focus on evidence and positive outcomes.

You will be responsible for the creation of case files for all complaints, including those escalated to the Housing Ombudsman; be one of our subject matter experts on our Feedback Policy and Procedures; and work closely with staff across the organisation, at all levels, as well as our contractors, to ensure that decisions are evidence-based.

Get in touch

Take a look through the job description and if you’re still as excited about this fantastic opportunity as we are, please get in touch and send an 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 a 12-month period we are piloting 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.