Complaints Service Data Officer in London

Notting Hill Genesis, one of London's largest housing associations, is seeking a Complaints Service Data Officer to join us on an 18-month fixed-term contract. NHG introduced a centralised complaints function in July 2024, and we've already transformed the way we manage complaints, but we're determined to go further. Our residents are at the heart of everything we do, and by investing in a dedicated complaints service, we're committed to resolving issues more effectively and delivering a better experience for the people we serve.

As we expand, we're looking for passionate individuals to join us on this journey. This is an exciting opportunity to be part of a growing team that's making a real difference to our residents' lives.

We recognise the importance of using data to understand what’s driving complaints and how we can improve our services. As a Complaints Service Data Officer, you’ll play a key role in turning complaints data into meaningful insight that supports effective performance management and service improvement. This is a purely analytical role. You’ll focus on performance reporting, thematic and trend analysis, and providing high‐quality data that helps managers understand how the Complaints Service is performing and where improvements can be made. Through accurate reporting and clear insight, the Complaints Service Data Officer role supports data‐led decision‐making and continuous improvement in how we respond to residents’ concerns.

• Monitor and report on individual and team performance against complaints handling targets, response times and quality standards.
• Produce regular performance reports and dashboards covering complaint volumes, outcomes, compensation, response times and service quality.
• Carry out thematic and trend analysis to identify recurring issues, emerging patterns and areas for improvement across the organisation.
• Provide comprehensive data packs to support root cause analysis and service improvement activity.
• Support management and senior leaders by presenting data clearly and tailoring insights for non‐technical audiences.
• Provide analytical support for Housing Ombudsman investigations, regulatory returns and Board or Executive‐level reporting.
• Maintain complaints data quality, ensuring accurate recording, categorisation and alignment with the Complaint Handling Code.
• Write and interpret SQL reports and work with IT colleagues to improve data integrity, reporting systems and automation where possible.

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation. If not already qualified, there may be an expectation to study towards a professional qualification:

• Significant experience in a performance analysis, data analysis or business intelligence role.
• Proven experience producing high‐quality management information and performance reports.
• Advanced Microsoft Excel skills, including power query, complex formulas, pivot tables and data manipulation.
• Ability to translate complex data into clear, actionable insight for non‐technical audiences.
• Understanding of data governance and data quality management principles.

• Knowledge of regulatory requirements and standards relevant to complaint handling.

Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply).
• Generous pension scheme.
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply).
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan.
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan.
• Cycle to work scheme.
• Life Assurance x 4 annual salary.

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and 10,000 more in our pipeline and we employ around 1,800 employees.

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.

Step 1: If you are interested, please send your application now!

Step 2: Successful candidates will be invited to interview and assessment.

Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team.

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.