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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 staff discounts.
- 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 in London 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 in London
✨Tip Number 1
Network like a pro! Reach out to current employees at Notting Hill Genesis on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Complaints Service Data Officer role.
✨Tip Number 2
Prepare for the interview by brushing up on your data analysis skills. Be ready to discuss how you've turned complex data into actionable insights in past roles. We want to see your passion for data-driven performance!
✨Tip Number 3
Showcase your Excel prowess! During interviews, be prepared to demonstrate your advanced skills with examples of how you've used pivot tables and complex formulas to solve problems. This is key for the role!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Notting Hill Genesis.
We think you need these skills to ace Complaints Service Data Officer in London
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 read and understand your key achievements and experiences.
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 trends related to complaints handling. Brush up on your SQL skills and be ready to discuss how you've used data to drive improvements in previous roles.
✨Tailor Your Insights
You'll need to present data to non-technical audiences, so practice translating complex information into clear, actionable insights. Think about examples where you've successfully communicated data findings to stakeholders and how that impacted decision-making.
✨Showcase Your Reporting Skills
Prepare to discuss your experience with performance reports and dashboards. Bring examples of reports you've created, especially those that highlight complaint volumes and service quality. Be ready to explain how these reports influenced service improvements.
✨Understand the Bigger Picture
Familiarise yourself with the regulatory requirements and standards relevant to complaint handling. This will show that you not only understand the data but also the context in which it operates. Be prepared to discuss how you can ensure compliance while improving service delivery.