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Data Analyst (Complaints) - Transform Insight into Meaningful Change

Salary: £42,845 + benefits

Location: Bath

Contract Type: Permanent: Full-Time

37 hours per week

Closing Date: 11th April 2025

Your Analysis. Our Customer Experience. Real Business Impact.

At Curo, we believe that within our data lies the key to transforming our services. We're looking for a skilled and curious data analyst to join our Data & Insight Team. This role partners with our Complaints Team to unlock the stories behind our customer feedback and drive meaningful improvements.

This isn't just about building dashboards or running reports. It's about digging deeper, asking the right questions, and finding patterns that others might miss.

You'll be at the intersection of data and customer experience, maintaining our crucial Complaints Triggers database through hands-on work in our systems, and extracting valuable insights that will shape how we deliver services across our organisation.

Imagine turning customer frustrations into opportunity, converting raw data into actionable intelligence that reduces complaints and enhances satisfaction.

What you'll be doing

Connect complaints to their root causes in our Triggers database – hands-on detective work with real impact

Bring our Power BI reports to life – tell the story behind the numbers to stakeholders who can make change happen

Train our feedback analytics tool to spot emerging themes – turn customer frustrations into improvement opportunities

Lead research that gets to the heart of problems – combine data insights with process knowledge to find real solutions

Partner with teams across Curo – transform your data discoveries into service improvements customers will notice

What you'll get in return

Beyond a competitive salary of £42,845 and the chance to make a real difference every day, you'll get:

26 days annual leave per year (plus bank holidays) rising to 29 days after 3 years

Your birthday off as an extra holiday

Up to 10% matched pension contribution

Hybrid working (3 days onsite, 2 days home)

Flexible benefits which might include a Health Cash Plan

Access to an Employee Assistance Programme for your own wellbeing

More about you

Our ideal candidate brings strong analytical skills and a passion for improving customer experience. You'll be naturally inquisitive, enjoying the challenge of solving complex problems through data.

We're looking for someone comfortable with both structured and unstructured data, skilled in Power BI, Excel, and SQL, who can forensically explore information to identify trends and root causes.

You'll need an eye for detail and the patience to maintain our crucial Complaints Triggers database through manual review and data entry when required. This hands-on approach is essential to connecting complaints with their underlying causes.

Strong communication skills are vital – you'll build relationships, present findings that may highlight opportunities for team improvement, and use storytelling abilities to gain buy-in for your recommendations.

This role is ideally suited for a data professional who wants to see their analysis drive tangible improvements in customer experience and business performance.

About Curo

We're a leading South West housing association with social purpose at our heart. We provide affordable homes and create positive futures in our communities. We're proud to be among the UK's top 100 companies to work for, and the 5th best housing association nationwide.

We actively welcome applications from candidates who identify as disabled, LGBTQ+, from ethnic minority backgrounds, and from our Curo customers with the relevant skills.

We're committed to making our recruitment process accessible to everyone - if you need any adjustments to help you apply or interview, please contact our recruitment team