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Complaints and Insight Officer

2 months ago

Sutton Coldfield, Birmingham, United Kingdom Novax Recruitment Full time
Complaints and Insight Officer Role

We are seeking a skilled Complaints and Insight Officer to join our team at Novax Recruitment in Sutton. This is a contract role working full time.

Key Responsibilities:
  • Support the client's complaints improvement project, ensuring compliance with the Housing Ombudsman complaints handling code and the new LGSCO complaints handling code.
  • Analyze past and current complaints data to identify errors, corrections, themes, intelligence, insights, and benchmarking to inform the Customer Care team and Project Board.
  • Provide administrative support to the project board, producing ad hoc and planned reports as requested.
  • Interrogate data to identify trends, risks, and themes for reporting and service improvement.
  • Support the Complaints Project Board, preparing materials, taking notes, drafting minutes, and following up on action points.
Requirements:
  • Essential experience in a similar role.
  • Proven experience in writing and drafting reports.
  • Experience in improving complaint procedures in line with policies and handling codes.
  • Public sector or housing sector experience preferred.

Please submit your application via the contact details provided, and you will be contacted with further information about this opportunity.