We are currently looking for a Complaints Service Analyst. You will be required to be in the office a min of 2 days per week (Wed and Thur currently, but subject to change on business need)
Location: Hammersmith
Monday Friday
09:00am 17:00pm
Temp Contract - Ongoing
Pay rate - £21.54ph paye or £26.49ph umbrella
Job Purpose
1. Assist in monitoring and reporting on individual and team performance against complaints handling targets, response times, and quality standards, providing data-driven insights to support performance conversations and management decisions.
2. Produce regular performance reports on all aspects of complaints handling, including KPIs on response times, complaint volumes, outcomes, compensation awarded, and service quality metrics.
3. Conduct thematic analysis of complaints data to identify recurring issues, emerging patterns, and trends across different service areas, complaint types, and time periods.
4. Provide comprehensive data packages to the Root Cause Lead, including trend analysis, thematic breakdowns, and data insights that support root cause analysis investigations.
5. Work collaboratively with the Root Cause Lead to ensure data is presented in formats that best support their analysis work and service improvement recommendations.
6. Provide analytical support for Housing Ombudsman investigations and regulator...