Performance & Customer Insight Officer

We are working closely alongside with Sutton Housing Partnership to assist with the appointment of a Performance & Customer Insight Officer on a 3-month contract highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: 124.21 - 163.65 per day

Summary:

The role is for a Performance & Customer Insight Officer within the Customer Experience team at Sutton Housing Partnership.

This position is responsible for leading the analysis of performance data and customer insight to drive service improvement and ensure compliance with regulatory standards including the Housing Ombudsmans Complaint Handling Code. The postholder will identify trends produce meaningful reports and work collaboratively with teams across the organisation to enhance outcomes and strengthen the customer experience for residents.

Responsibilities:

• Lead investigations into complex Stage 1 and Stage 2 complaints
• Manage high-profile Member Enquiries and Housing Ombudsman cases
• Apply the Housing Ombudsmans Guidance on Remedies to ensure fair and consistent redress
• Engage directly with residents to resolve issues early and reduce escalations
• Prepare detailed and accurate case files for Ombudsman review
• Monitor and track actions arising from complaint outcomes

Qualifications:

• Relevant qualification in Housing Business Administration Law or related field (or equivalent experience)
  

Essential Requirements:

• Experience handling complex complaints within housing or a regulated environment
• Strong knowledge of the Housing Ombudsman Complaint Handling Code
• Experience preparing formal complaint responses and case documentation
• High attention to detail and strong analytical ability
• Experience using housing management or case management systems (e.g. Northgate NEC desirable)

Please note:

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary though opening assignments can be and often are extended by clients on a longer term basis and can sometimes become permanent.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Incase the role requires an enhanced DBS your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

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