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- Tasks: Analyse complaints data to drive service improvements and enhance resident experiences.
- Company: Join Notting Hill Genesis, a leading housing association in London.
- Benefits: Enjoy flexible working, generous leave, and discounts at major retailers.
- Other info: Be part of a diverse team committed to equality and inclusion.
- Why this job: Make a real difference in residents' lives through impactful data analysis.
- Qualifications: Experience in data analysis and strong Excel skills required.
The predicted salary is between 30000 - 40000 £ per year.
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. We have recently introduced a centralised complaints function and are committed to resolving issues more effectively and delivering a better experience for our residents. This role offers an exciting opportunity to be part of a growing team that makes a real difference to residents’ lives.
What You’ll Do
- Monitor and report 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 improvement opportunities.
- Provide comprehensive data packs to support root‑cause analysis and service improvement activity.
- Present data clearly and tailor insights for non‑technical audiences.
- Support management and senior leaders with 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 collaborate with IT to improve data integrity, reporting systems and automation where possible.
The Ideal Candidate
We believe great service starts with great people. The successful applicant will be passionate, enthusiastic and talented, with a proven record in data‑driven performance analysis.
Essential Qualifications and Experience
- 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.
Desirable
- Knowledge of regulatory requirements and standards relevant to complaint handling.
What’s in It for You
- 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 with free confidential advice and counselling services.
- Health cash plan.
- Staff discounts at major retailers, gyms, restaurants and more.
- Interest‑free loans: season ticket, tenancy deposit and training.
- Cycle to work scheme.
- Life assurance equivalent to four times annual salary.
Diversity and Equality
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 and a Disability Confident employer.
Complaints Service Data Officer employer: Notting Hill Genesis
Contact Detail:
Notting Hill Genesis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Service Data Officer
✨Tip Number 1
Network like a pro! Reach out to current employees at Notting Hill Genesis on LinkedIn or through mutual connections. A friendly chat can give us insider info about the company culture and the role, plus it shows our genuine interest.
✨Tip Number 2
Prepare for the interview by practising common questions related to data analysis and complaints handling. We should also think of examples from our past experiences that showcase our skills in performance analysis and reporting.
✨Tip Number 3
Show off our analytical skills during the interview! Bring along a portfolio of reports or dashboards we've created in the past. This will help us demonstrate our ability to turn data into actionable insights, just like the role requires.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, we can tailor our application to highlight how our skills align perfectly with the Complaints Service Data Officer role.
We think you need these skills to ace Complaints Service Data Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in data analysis and performance reporting. We want to see how your skills align with the role of Complaints Service Data Officer, so don’t hold back!
Showcase Your Skills: Don’t forget to mention your advanced Microsoft Excel skills and any experience you have with SQL. We’re looking for someone who can turn complex data into clear insights, so give us examples of how you've done this in the past.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to see your key achievements and skills at a glance.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Notting Hill Genesis
✨Know Your Data Inside Out
As a Complaints Service Data Officer, you'll be dealing with a lot of data. Make sure you understand the key metrics and reports mentioned in the job description. Familiarise yourself with performance targets, response times, and quality standards so you can discuss them confidently during the interview.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical prowess. Bring examples of how you've turned complex data into actionable insights in previous roles. Be ready to explain your process for thematic and trend analysis, as well as how you've supported service improvements through data.
✨Brush Up on SQL and Excel
Since the role requires writing and interpreting SQL reports, make sure you're comfortable discussing your experience with SQL and advanced Excel functions. You might even want to prepare a quick example or two of how you've used these tools to enhance data integrity or reporting systems.
✨Tailor Your Communication Style
You'll need to present data to non-technical audiences, so practice explaining complex concepts in simple terms. Think about how you can convey your insights clearly and effectively, as this will be crucial in supporting management and senior leaders in their decision-making processes.