Customer Insight Lead

Housing Ombudsman Service

Apply before 1:00 pm on Saturday 12th October 2024

 
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Details

Reference number

373808

Salary

£49,762

Job grade

Other

Contract type

Permanent

Type of role

Other

Working pattern

Flexible working, Full-time

Number of jobs available

1

Contents

Remote working (anywhere in the UK)

Job summary

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.

Job description

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 ensure 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:

  • 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;
  • Delivering, recording, reporting, and developing management information. Identifying themes and trends, considering continuous improvement opportunities, to feed into the quality improvement cycle;
  • Leading and managing, alongside the CIM, several Service Complaints Investigators and Customer Insight Support Officers, overseeing workloads, mentoring, coaching, accrediting new team members, and quality checking team and individual outputs; and
  • Managing a caseload of escalated Stage 2 service complaint investigations.

Person specification

In addition to your proven internal complaints / quality standards experience, your track record will evidence your ability to support, coach and mentor a team to deliver against set targets, KPIs and quality standards. Your ability to communicate clearly, avoiding jargon or criticism, both orally and in writing will be key, as will your ability to analyse data and present evidence-based service improvement insights.

It’s an exciting time to join us and to contribute your skills to the evolution of this ambitious, influential and growing organisation.

In addition to the salary offered, we also offer a range of other benefits including a commitment to a healthy work / life balance, including a 35 hour working week.

For further details, please download the information pack.

CLOSING DATE: 23.59 on Wednesday 16 October 2024.

PLEASE NOTE:  Following unprecedented interest in our vacancies, we reserve the right to bring forward the closing date (close it early). We will close this campaign if / when we receive 120 applications. We therefore strongly recommend applying as soon as possible.

We are committed to providing equality of opportunity. We have an environment that is inclusive and recognises the value of difference in the workplace.

Supporting documents

https://housing-ombudsman-careers.org.uk/2021/wp-content/uploads/2024/10/Customer-Insight-Lead.pdf

- 25 days annual leave, plus bank holidays
- Christmas closure days
- Flexible working
- Annual health check
- Local Government Pension Scheme membership

Selection process details

To apply, please click link below.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of the Republic of Ireland
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
  • individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
  • Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

  • Name : Jonathan McIntyre - CJA Recruitment
  • Email : cja@cjagroup.com

Recruitment team

  • Email : cja@cjagroup.com

Further information

https://housing-ombudsman-careers.org.uk/job/customer-insight-lead/
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