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- Tasks: Join us as a Customer Insights Officer to enhance tenant engagement and drive meaningful change.
- Company: Cairn Housing Association is a leading housing provider in Scotland, managing nearly 5,000 homes.
- Benefits: Enjoy flexible working, health support, tech schemes, and compassionate leave.
- Why this job: Be part of an exciting transformation, shaping the future of tenant scrutiny and community impact.
- Qualifications: Experience in statistical analysis, KPI reporting, and a full UK driving license required.
- Other info: This role offers hybrid working across various locations in Scotland.
The predicted salary is between 36000 - 60000 £ per year.
Various office locations throughout Scotland
Closing date for applications
Tuesday 12th August 2025, 12:00
Full salary & employment details
Location: Edinburgh / Bellshill / Inverness / Irvine or Thurso (with Hybrid Working)
Contract: Permanent
Hours: 34.5 hours per week (full-time)
Salary: The salary for this post is £42,367 per annum rising to £44,597 on successful completion of 6-month probationary period
At Cairn Housing Association, we are proud to be one of Scotland’s leading housing providers – creating vibrant communities and providing high quality homes that make a real difference. We have almost 5,000 homes in management across Scotland and operate from five regional offices in Edinburgh, Bellshill, Inverness, Thurso and Irvine. As we embark on a period of exciting transformation and innovation, we are seeking a customer and results focused individual to join our team and help shape the future of tenant scrutiny at Cairn.
Job Type
Full Time
This is not just a job – it’s a unique opportunity to drive meaningful change. As the Customer Insight Officer, you will play an important role in enhancing the voice of our customers. This newly created role will also work closely with the Insights Performance & Projects Manger on the delivery of our Tenant Scrutiny Framework.
Key Responsibilities:
Support the Insights, Performance & Projects Manager by implementing a customer feedback framework for Cairn, that ties in with organisational strategies.
Undertake analysis of customer feedback data to identify trends and areas for improvement.
Support and implement a Tenant Scrutiny Framework and related activity for tenants and service users. Continually promote a culture of positive tenant and customer engagement throughout the organisation.
Lead on the promotion, recruitment and training of tenants and customers to join a new scrutiny group/s for Cairn, ensuring methods are accessible and groups are representative of our communities.
Engage with scrutiny members to develop of a range of scrutiny activities with a purpose of assessing our compliance with the Scottish Social Housing Charter, improving organisational efficiency and Value for Money.
Prepare scrutiny reports to demonstrate the work of the tenant representatives, outcomes and action plans. Liaise with other teams on issues emulating from scrutiny work, co-design solutions and tracking progress with action plans.
Requirements:
Significant experience of providing statistical analysis within customer insights is preferable.
Demonstrate experience in supporting implementation of frameworks and working within a housing environment / working with tenancy policies.
Significant experience with KPI reporting around customer complaints.
Developed IT skills, including Office 365 and CRM.
A full UK Drivers License with access to a car and a Basic Disclosure are required for this role.
Employee Benefits: Why Cairn is the Best Place to Work
Join Cairn and enjoy a range of benefits including flexible and hybrid working, health and wellness support, tech and cycle schemes, compassionate leave, and more!
Cairn is passionate about creating equal opportunities for everyone and warmly invites applications from all community members.
A registered Scottish Charity SC(NO):016647
• Closing Date: Tuesday 12th August at 12 noon
• Interview Date & Location: 26th August 2025 at our Edinburgh or Bellshill Office
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Customer Insights Officer employer: Scottish Federation of Housing Associations
Contact Detail:
Scottish Federation of Housing Associations Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insights Officer
✨Tip Number 1
Familiarise yourself with Cairn Housing Association's mission and values. Understanding their commitment to creating vibrant communities will help you align your responses during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Research the current trends in customer insights within the housing sector. Being knowledgeable about recent developments and challenges can help you demonstrate your expertise and show that you're proactive about staying informed.
✨Tip Number 3
Network with professionals in the housing and customer insights fields. Engaging with others in the industry can provide valuable insights and potentially lead to referrals or recommendations that could strengthen your application.
✨Tip Number 4
Prepare specific examples of how you've successfully implemented frameworks or analysed customer feedback in previous roles. Being ready to discuss these experiences in detail will help you stand out as a candidate who can hit the ground running.
We think you need these skills to ace Customer Insights Officer
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements of the Customer Insights Officer position. Tailor your application to highlight how your skills and experiences align with these aspects.
Highlight Relevant Experience: Emphasise your significant experience in statistical analysis and customer insights. Provide specific examples of how you've supported frameworks or worked within a housing environment, as this is crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that not only showcases your qualifications but also demonstrates your passion for enhancing customer engagement and tenant scrutiny. Make sure to connect your personal values with those of Cairn Housing Association.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are important in this role.
How to prepare for a job interview at Scottish Federation of Housing Associations
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Insights Officer. Familiarise yourself with the Tenant Scrutiny Framework and how it ties into customer feedback. This will help you articulate how your skills align with the role during the interview.
✨Showcase Your Analytical Skills
Prepare to discuss your experience with statistical analysis and KPI reporting. Be ready to provide examples of how you've used data to drive improvements in customer satisfaction or organisational efficiency, as this is crucial for the position.
✨Demonstrate Engagement Strategies
Think about how you would promote tenant engagement and recruit members for scrutiny groups. Share any past experiences where you've successfully engaged customers or stakeholders, as this will highlight your ability to foster community involvement.
✨Prepare Questions
Have a list of insightful questions ready to ask the interviewers. This could include inquiries about the current challenges they face in customer insights or how they measure success in tenant engagement. It shows your genuine interest in the role and the organisation.
