Location
London Borough of Enfield

Hours
Full time (hours not specified)

Salary
£45,750 per annum

About the Role
Are you passionate about amplifying the voice of residents and driving meaningful service improvement in social housing? This is a fantastic opportunity to join the Service Improvement Team within Enfield’s Housing & Regeneration Service, where your work will directly shape the future of Council Housing. As our Feedback, Learning and Insight Officer, you will champion the voice of the customer by capturing and analysing resident feedback from a wide range of sources, including satisfaction surveys, focus groups, feedback, and enquiries. Your insights will inform strategic decisions and support a culture of continuous learning and improvement across Council Housing services.

Key Accountabilities:
- Maintain a clear understanding of the objectives, direction, and development of the service area to meet changing needs, with particular emphasis on customer relations, continuous service improvement, and ensuring a positive image of the Council at all times.
- Contribute towards developing a customer-focused culture within the service, committed to value for money, high standards of customer service, health and safety, and the Council’s core values.
- Support the implementation, embedding, and continuous improvement in the use of the Council’s corporate systems, ensuring a single view of the customer is understood across Council Housing and turned into meaningful intelligence and data to inform future strategy, planning, and service improvement activity.

We are passionate about our people and how we deliver services to our community in Enfield. We encourage a culture that puts customers at the heart of everything we do by empowering our people to work together to find solutions, be open, honest and respectful, take responsibility, and listen and learn. Flexible working options are available.

Experience
Experience in collecting and analysing customer feedback and using insights to support service improvements and lead projects. Experience working directly with residents, service users, or community groups is particularly valuable. A solid understanding of, or willingness to learn about, local government or social housing services is required. Applicants from a wide range of backgrounds and sectors are welcome.

About you
You should be passionate about continuous improvement and meaningful resident engagement in a public service or social housing context. You will demonstrate how your experience contributes to service improvement and resident engagement. Commitment to the Council’s core values and a customer-focused approach is essential.

Qualifications
Qualifications are not explicitly stated; however, relevant experience and a commitment to learning and development are important.