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Customer Insight Coordinator

2 months ago

Kidderminster, United Kingdom Community Housing Full time

We are looking for a curious and 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 and communicate directly with customers, including visiting them in their home, 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 within set target timescales, with customers and colleagues, maintaining empathy and to be proactive in communication with colleagues and customers within deadlines . Managing communication efficiently, delivering service standards as agreed within our complaints procedure, and other advertised procedures.

Provide accurate inform to assist in 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. 

Our ideal candidate will have:

Experience of working within a customer experience or insight role.

Experience of customer service and handling complaints.

Excellent communication skills.

Excellent time management 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. 

Closing Date - 10/07/2024

We reserve the right to close the vacancy before the closing date, therefore, you are advised to submit your completed application as soon as possible to have the best chance of being considered. 

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