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Customer Insight Co-ordinator

3 months ago

Kidderminster, Worcestershire, United Kingdom Community Housing Full time

We are looking for an enthusiastic individual who can help us to hear what our customers are telling us, and how we can use their feedback in driving positive changes through our services.


In this role, you'll engage directly with customers, collaborate with colleagues across all departments, liaise with the Housing Ombudsman, and oversee the management of all feedback including complaints, compliments, and comments.

By analysing this feedback, you'll identify areas of excellence and opportunities for service improvement within our organisation.

Within this role your main responsibilities will include:

  • Ensuring our customers are at the centre of the service you provide by taking accountability for managing customer feedback throughout our feedback and complaint resolution process.
  • To liaise with customers about the content of their feedback as you investigate, understanding the diversity issues and different needs of our customers, providing a flexible and patient approach when managing these.
  • Investigating complaints impartially with customers and colleagues, maintaining empathy and to be proactive in communication with colleagues and customers. Managing communication efficiently, delivering service standards as agreed within our complaints procedure, and other advertised procedures.
  • Analysing and overlaying customer data from a variety of sources to identify opportunities for service improvements and successes across Community Housing.
  • Trend analyse customer feedback data to produce reports where customer experience is impacted.
  • Liaise with teams to ensure opportunities for service improvement are identified from customer feedback, creating action plans for change management.
  • To assist in managing any compensatory requirements, processing customer requirements and payment details to ensure that the financial requirements of the organisation are adhered to.

About you

  • Experience of working within a customer experience or insight role.
  • Experience of customer service and handling complaints.
  • Excellent communication skills.
  • The ability to collate, analyse and effectively present information from a variety of sources.
  • Experience of working to deadlines and under own initiative, along with being enthusiastic and driven.
  • The ability to prioritise and balance a varied workload and deliver outcomes in a timely manner where case management of multiple cases, tasks and enquiries at any one time is required.
  • Knowledge of social housing.

Please note this position is on a 12-month fixed term contract.

Closing Date:
Sunday 18th February

Interviews to take place within week commencing 26th February


The Community Housing Group, now Community Housing, was formed in 2000 through a stock transfer from Wyre Forest District Council.

We are a social business and one of Worcestershire's largest Registered Providers of social housing. The Company provides and manages 6000 homes mainly in the Wyre Forest area.


We are proud of what we have achieved for the people and communities we support over the past 20 years.

Over the coming years, we want to become a more significant social housebuilder in Worcestershire, focused on helping people to thrive and to live independently, knowing that they have a secure home that they can afford with a landlord who cares about them providing excellent value for money.


We are embarking on an extensive improvement programme to ensure our commitment to "Net Zero" and Decent Homes Standard are met alongside our commitment to developing new homes to help meet the demand of the local communities.

There are 3 Pillars to our Corporate Plan which are:

  • Building Better Lives,
  • Building a Stronger Business,
- and Building Thriving Communities.

If this sounds like something that you want to be a part of, we want to hear from you.

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