Customer Insights Officer

Customer Insights Officer Immediately Required

Duration:    9 – 10 Months (Maternity Leave)

Location:     Burton-Upon-Trent – primarily working from home however there would be an expectancy to be on site on occasions

Hours:        37.5 hours per week

Pay Rate:    £20.00 per hour via Umbrella

An opening has arisen for a Customer Insights Advisor to working with a large Housing Association in the Burton-Upon-Trent. Said individual must be immediately available and have a keen eye for detail. Said individual would also have clear experience in a similar post.

The successful candidate will be responsible for: 

• Responsible for Tenant Satisfaction Measure surveys and transactional surveys that are compliant with the relevant legislation and regulatory standard
• Identify patterns of demand and behaviour that will enable us to take actions to enable service improvement and efficiencies
• Use analytical skills to evidence feedback and conclusions to make recommendations about the actions to take
• Complete benchmarking, good practice reviews and other relevant research for areas requiring improvemen
• Lead on regular equalities analysis and reporting to colleagues for customer access to and customer satisfaction with services
• Use data to understand and translate customer research into service improvement opportunities and actionable insights
• Create a hub of customer survey information that is accessible for all teams.
• Provide support to the Community Engagement and Customer Service teams to conduct surveys with various customer segments.
• Provide support to all colleagues to enable them to obtain customer feedback while establishing and maintaining effective relationships with internal colleagues and external partners
• Participate in risk assessments within the Customer Services team, picking up resulting actions with colleagues across the business.
• Attend quarterly team meetings across the business to present customer feedback/complaints and agree actions for improvements.

The successful candidate will have:

• Previous experience working in this position
• 2 years + experience in customer-facing role in housing sector

To discuss this role in more detail and to secure this opportunity, please contact Kimberleigh Parsons (Executive Consultant) on 0121 616 0660 or alternatively email kparsons@venngroup.com

At Venn Group we try to respond to all applications personally, however, due to the volume of applications which we receive this is not always possible. If you have not heard back from us within 48 hours, please assume that your application has been unsuccessful on this occasion.

*Venn Group’s “Recommendation Scheme”: If you recommend a candidate who is subsequently placed by Venn Group (for a minimum of 2 weeks) you will be eligible for £25 worth of vouchers from a choice of high street organisations