Customer Insight Lead (1 x permanent and 1 x Fixed Term Contract (12 months))

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:

• 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;
• Supporting the CIM with 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.

In addition to your proven internal complaints / quality standards experience, your track record will evidence your ability to support, coach and mentor team members 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 click apply and download the information pack.

Please note that we have two vacancies – one permanent and one on the basis of a 12 month fixed term contract. If you only wish to be considered for the permanent role, please state as much within your supporting statement.

Given that this role was advertised within the last six months, we request that candidates who applied to this role in October 2024 do not apply on this occasion.

CLOSING DATE: 23.59 on Sunday 9th March 2025.

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 150 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.