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One of our local authority clients are currently recruiting for a Complaints & Insights Officer. This is a 6 month temporary contract with possible further extension based on budget and performance.

Main Purpose of Post/Job Summary

The Complaints & Insights Officer is responsible for supporting the Council’s complaints improvement project and the steps required to meet the Housing Ombudsman complaints handling code and new LGSCO complaints handling code.

Duties and Responsibilities

* The role will involve the interrogation of past and current complaints data for errors, corrections, themes, intelligence, insights and benchmarking to provide feedback to the Customer Care team and Project Board.

* The role will provide admin support to the Project Board.

* Produce ad hoc and support the drafting of planned reports as requested.

* Interrogate data to identify trends, risks, themes for reporting and for service improvement.

* Be able to transform a wide range of data and information into insights and learning.

* Able to summarise qualitative and quantitative information from within our recording sources into themes and recommendations.

* Have experience of data visualisation to support the complaints function to deliver information analysis and advice to support performance.

* Assist in maintaining a continuous link between complaints, insight, our internal and external customers, senior leadership, and reporting functions.

* Support the Complaints Project Board including some preparation of Board materials, note taking, drafting minutes and taking forward action points.

* The position must also react to shifts in demands for insight in response to wider developments.

* To proactively contribute to identifying continuous improvement initiatives, developing business intelligence to identify changes, solutions and improvements in both the complaints process and customer insight.

* Support the development of ICT systems to enable the collection and reporting of customer data/intelligence.

* Assist in drafting recommendations on how services should be improved to meet customer needs and work with teams to implement and monitor change.

The above is a brief overview of the role, details and specification will be provided should you be successful. If interested in this position, please send your CV to Nia Hirani at Coyle Personnel Ltd