Customer Insight Lead

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 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., 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

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

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