Opportunity to use your customer insight experience to ensure service complaints are effectively investigated and resolved, key insights identified, and recommendations shared to improve organisational performance and service quality.
The Housing Ombudsman Service provides independent, impartial and fair dispute resolution services for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents’ lives and landlords’ services.
As Customer Insight Lead, you will report to the Customer Insight Manager (CIM) and work alongside several Service Complaints Investigators and a Customer Insight Support Officer. You will play a key part in the Ombudsman’s internal complaints process and support the CIM with the appropriate deployment of staff to meet service level agreements and quality standards of the day-to-day running of the service complaints function. You will contribute to the development of guidance and processes for the team through analysing feedback and insight and assist on projects relating to customer satisfaction and quality management across our organisation.
Specifically, your responsibilities will include:
1. Contributing to the operational delivery of service complaints investigations and outcomes, ensuring they are completed within our timeliness performance indicators and meet our agreed quality standards;
2. Delivering,...