Complaints and Insight Officer
3 days ago
Job Summary:
Novax Recruitment Ltd is seeking a skilled Complaints and Insight Officer to support our clients' complaints improvement project. The successful candidate will be responsible for ensuring compliance with the Housing Ombudsman complaints handling code and the new LGSCO complaints handling code.
Key Responsibilities:
- Support the development and implementation of strategies to improve complaints handling and customer service.
- Conduct data analysis to identify trends, risks, and themes, and provide insights to inform business decisions.
- Prepare and present reports to stakeholders, including the Customer Care team and Project Board.
- Provide administrative support to the project board, including preparing meeting materials, taking minutes, and following up on action points.
- Collaborate with cross-functional teams to identify areas for improvement and implement changes.
Requirements:
- Experience in a similar role, preferably in the public or housing sector.
- Strong analytical and problem-solving skills, with the ability to interpret data and provide actionable insights.
- Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels.
- Ability to work independently and as part of a team, with a strong attention to detail and organizational skills.
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