Customer Insights Manager – CLOSING MONDAY 17 MARCH AT 13.00 (Amended due to volume of interest)
THIS JOB HAS NOW CLOSED
Job details
Location:
– all our roles are available office-based, hybrid or home-based
Hours:
Full time
Contract:
Permanent
Salary:
£61,480.21 plus excellent benefits
Closing date:
17 March, 2025 1:00 pm
Customer Insights Manager – CLOSING MONDAY 17 MARCH AT 13.00 (Amended due to volume of interest)
Opportunity to use your service complaints investigations and customer feedback analysis skills to drive forward service improvement.
The Housing Ombudsman Service provides independent, impartial and fair dispute resolution services for nearly 5 million households in England. Through resolving disputes effectively and promoting positive change across the social housing sector, we improve residents’ lives and landlords’ services.
As Customer Insights Manager, managing the service complaints and customer insight team, you will be responsible for managing service complaints, and customer feedback relating to the Ombudsman’s casework. Specifically, your primary responsibilities include:
- ensuring that service complaints are investigated and responded to within timescale and to the required standards;
- ensuring the analysis of feedback, demonstrating we learn from outcomes, and sharing the findings with the Senior and Executive Leadership Teams.
- managing the service complaints and customer insight team, ensuring targets are set and achieved and the service delivers its KPIs, timeliness of decisions and quality outcomes.
In addition to your proven internal complaints / quality standards experience, your track record will evidence your knowledge and experience of:
- dispute resolution and complaint handling
- obtaining customer feedback and active engagement with customers
- developing policies, procedures and guidance documents for a range of stakeholder/levels
- managing a team to deliver against set targets, KPIs and quality standards.
It’s an exciting time to join us and to contribute your skills to the evolution of this ambitious, influential and growing organisation.
In addition to the salary offered, we also offer a range of other benefits including a commitment to a healthy work / life balance, including a 35 hour working week.
For further details, please download the information pack.
CLOSING MONDAY 17 MARCH AT 13.00 (Amended due to volume of interest)
PLEASE NOTE: Following unprecedented interest in our vacancies, we reserve the right to bring forward the closing date (close it early). We will close this campaign if / when we receive 120 applications. We therefore strongly recommend applying as soon as possible.
We are committed to providing equality of opportunity. We have an environment that is inclusive and recognises the value of difference in the workplace.