Customer Insight Researcher known internally as "Customer Insight - Call Interviewer"Beeston, Nottingham£23,950This permanent position is available as 1x full-time opportunity or as a part-time job-share agreement. Please specify in your application, whether you are interested in this vacancy as a full-time or part-time opportunity.About Us: Metropolitan Thames Valley Housing is one of the UK`s leading providers of affordable housing and care and support services. We employ over 1900 people to manage and develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.This role: We are recruiting for a permanent Customer Insight Researcher to sit within the Corporate Services Directorate in the Strategy, Projects and Performance Team. The role can be full time; however, we also welcome job share applications.As a Customer Insight Researcher, you will be responsible for engaging with customers across several communication channels to gather feedback on the services provided by MTVH. Your exceptional communication skills and unwavering commitment to outstanding customer service are pivotal in making each customer feel genuinely heard and valued. You will create an impartial environment that encourages them to share their thoughts openly, instilling confidence that their feedback will be instrumental in driving improvements to our services.Through your efforts, you will play a key role in enhancing the overall customer experience and fostering a culture of continuous improvement. As a team player you will be able to manage your own workload and utilise key customer response times to maximise survey response rates, which enables the team to meet target requirements.What you'll need to succeed: Able to cultivate trust with customers and create an open and honest environment where they can share their experiences and feedback You will be able to provide excellent customer support and handle challenging situations effectively Ability to self-motivate and take ownership of achieving team objectives and targets A real team player, with a can-do attitude Strong interpersonal skills to establish credibility and build relationships with colleagues and customers quickly An excellent communicator with the ability to keep the complicated simple, you will be able to understand and read your audience, adjusting your delivery style accordingly You will be able to prioritise tasks while remaining supportive of changing demands effectively It will be desirable to have GSCE English/Maths or equivalent Given the nature of the role, you will need to be able to speak and write English in a clear and correct manner Having a good level of computer literacy is essential, which includes proficiency in using office applications and web-based browsers Having exceptional record-keeping skills and strong attention to detail is crucial for the fast-paced work you will be doing Be sure to identify cases that require additional support and ongoing management and escalate them appropriatelyKey dates: In-person interviews scheduled for week commencing Monday 24 FebruaryPlease note :- we do not currently offer visa sponsorship.What's in it for you?Our benefits include: 28 days annual leave plus 8 bank holidays (pro rata for part time) per year- 2 volunteering days per year for things like helping out in local communities- An additional 'Beliefs day' once a year to have an extra a day off- Supported family friendly approach with extended parental leave- Enhanced pension with matched contributions of up to 9%- Option to buy or sell up to 5 days annual leave per year- Life assurance cover 3 x your salary- Cycle2work scheme- Hybrid Working - Dependent on job role and department- Health cash plan scheme for your everyday healthcare needs which you can add your family members too- Tenancy deposit - interest free loan to help with rental deposits and season Ticket loan- Access to extensive learning and training opportunities with Wisebox platform- Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues- Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support- Employee Assistance Programme- We are committed to the wellbeing of our colleagues and support this as an organisationAbout usWe are committed to developing and implementing or maintaining sustainability initiatives to reduce environmental impact and promote sustainable practices within MTVH.Learn more about our benefits and organisation by viewing our attached documentOur promiseHere at Metropolitan Thames Valley Housing (MTVH) we want to capture the value that difference brings and are committed to promoting equality, diversity and inclusion. We work collaboratively 'Serving people better every day' to educate, support and develop all of our diverse employees and the communities that we serve. We are also part of the disability confident employer scheme.We want every employee and every customer to feel comfortable enough to be their true self and are working tirelessly in the background to create an environment that encourages our employees to challenge non-inclusive behaviours and to be mindful of their own and other?s wellbeing.We provide a platform of Network groups for employees to share views, tell us what we're doing well and recommend improvements. We want to create a real sense of community and a workforce who feel that their opinions are valued. Our Networks groups are:- Gender Ethnicity LGBTQ DisabilityOur core values of Dare, Care and Collaborate demonstrate that we are a people focused business, solving social issues by working togetherWe reserve the right to close this vacancy early if a suitable candidate is found so we do encourage you to complete the application as soon as possible to avoid disappointment