Address
Form of work
SalaryReports 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, helping our
tenants to shape an exciting future that offers better opportunities and life outcomes.
This role is all about ensuring tenants have a positive experience and their voices are heard.
You'll be the strategic leader for feedback and tenant experience, making sure the group
meets regulatory requirements and implements a strong feedback culture.
Your Responsibilities:
- Strategic Leadership: Oversee the feedback and tenant experience strategy,
- Policy and Compliance: Lead on feedback policy and procedures, keeping them up-
- Tenant Champion: Advocate for tenants, ensuring the group prioritizes their needs
- Regulatory Liaison: Manage relationships with the Housing Ombudsman and
inquiries.
- Voice of the Tenant: Guarantee easy access to feedback channels and actively seek
- Performance and Reporting: Produce regular reports with tenant insights, lessons
- Communication: Ensure clear and high-quality communication with tenants
- Leading by Example: Champion a customer-focused approach and model excellent
- Collaboration and Learning: Build relationships with internal teams, share learnings
- Feedback Loop Implementation: Drive a strong feedback learning process, ensuring
- Tenant Engagement: Test services and gather feedback through workshops to
- Training and Development: Lead efforts to ensure all staff are committed to
- Customer Satisfaction Framework: Manage the customer satisfaction
- Performance Sharing: Share satisfaction and feedback data across the
Overall, you'll be the champion for tenants, ensuring their voices are heard
and their experience is a priority.
As a person, you will:
- Be committed to our vision and values.
- Be self-motivated and thrive on change.
- Ensure we continuously learn from our tenant’s experiences by sharing and
- Have a ‘can do’, ‘never give up’ attitude to make the extra mile just a regular part
- Thrive in a ‘one team’ environment, working together with your SLT colleagues
- Have excellent communication, presentation, and change management skills
- Be a strong leader and a collaborative team player that sees the benefit in
working with others to identify and implement changes and improvements.
