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- Tasks: Lead service improvement initiatives and enhance customer satisfaction through data analysis.
- Company: Eden Brown, a forward-thinking organisation dedicated to equality and service excellence.
- Benefits: Permanent contract with opportunities for professional growth and a supportive work environment.
- Why this job: Make a real difference by improving tenant experiences and driving impactful change.
- Qualifications: Extensive experience in data analysis, insight generation, and service improvement.
- Other info: Join a dynamic team committed to continuous improvement and innovation.
The predicted salary is between 36000 - 60000 £ per year.
Eden Brown are seeking a highly efficient Insight & Service Improvement Lead on a permanent contract situated in Lancashire.
Key Responsibilities
- Provide a consistently high standard of customer service to all internal and external customers, ensuring high levels of customer satisfaction are achieved.
- Gather, interrogate and analyse performance data from multiple insight channels, including complaints, tenant satisfaction surveys, call quality monitoring and operational KPIs, to identify trends, root causes and opportunities to improve the tenant experience.
- Ensure that the voice of the tenant is reflected in performance reporting and improvement activity, supporting the organisation to listen, learn and respond to feedback in a structured and measurable way.
- Provide high-quality information, dashboards and reports that enable meaningful analysis of team and service performance, translating performance data and tenant feedback into clear, actionable insight for managers and senior stakeholders.
- Work closely with the Head of Service Improvement and the Service Improvement Manager, utilising performance data and tenant insight to design, deliver and evaluate projects that improve service delivery, increase efficiency and enhance satisfaction for tenants.
- Partner with managers across the organisation to embed data-driven decision making, supporting them to use insight and feedback to allocate resources effectively, improve responsiveness and improve performance in line with tenants needs.
- Provide expertise to identify and recommend solutions, including policy changes and operational improvements, that enhance service quality, efficiency and the overall customer journey.
- Champion continuous improvement, supporting teams to apply structured approaches to service delivery, problem solving and quality enhancement.
Interested candidates must have extensive Data, Insight and Service Improvement experience.
Eden Brown is committed to equality in the workplace and is an equal opportunity employer.
Insight & Service Improvement Lead in Lancaster employer: RG Setsquare
Contact Detail:
RG Setsquare Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Insight & Service Improvement Lead in Lancaster
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Insight & Service Improvement Lead role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to data analysis and service improvement. We suggest using the STAR method to structure your answers – it’ll help you showcase your experience effectively!
✨Tip Number 3
Don’t forget to research the company culture and values! When you apply through our website, make sure to tailor your approach to show how your skills align with their mission of enhancing tenant satisfaction.
✨Tip Number 4
Follow up after your interviews! A quick thank-you email can go a long way in keeping you top of mind. We recommend mentioning something specific from your conversation to show your genuine interest in the role.
We think you need these skills to ace Insight & Service Improvement Lead in Lancaster
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 service improvement. We want to see how your skills align with the role of Insight & Service Improvement Lead, so don’t hold back!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to enhance customer satisfaction and improve service delivery. Use metrics where possible to show the impact of your work – numbers speak volumes!
Reflect the Job Description Language: Use the same language and terminology found in the job description. This shows us that you understand the role and its requirements, making it easier for us to see you as a great fit for the team.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the position. Plus, it’s super easy!
How to prepare for a job interview at RG Setsquare
✨Know Your Data Inside Out
Make sure you’re familiar with the types of performance data mentioned in the job description. Brush up on how to gather and analyse data from various sources like tenant satisfaction surveys and operational KPIs. Being able to discuss specific examples of how you've used data to drive improvements will really impress.
✨Showcase Your Customer Service Skills
Since the role focuses heavily on customer satisfaction, prepare to share examples of how you've provided excellent service in the past. Think about situations where you’ve turned feedback into actionable insights or improved processes based on customer input. This will demonstrate your commitment to enhancing the tenant experience.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations related to service improvement. Practice articulating your thought process in identifying trends and root causes from data. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Emphasise Collaboration and Communication
This role requires working closely with various teams, so be ready to discuss your experience in collaborating with others. Highlight instances where you’ve partnered with managers to implement data-driven decisions or improve service delivery. Showing that you can communicate insights effectively will be key.