About Us
Metropolitan Thames Valley Housing is one of the UK's leading providers of affordable housing and care and support services. We employ over 1,900 people to manage and develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.
Job Details
Full-time, Permanent position (37.5 hours). Beeston, Nottingham: £35,153 - £37,003. Hybrid opportunity: minimum 2 office days per week.
What You'll Do
* Communicate customers’ voices across the organisation, ensuring robust customer satisfaction data is collected and monitored.
* Support Customer Insight Interviewers in accessing and completing customer surveys by phone, troubleshooting any technical or process queries and guiding prioritisation of monthly survey targets.
* Manage distribution of digital surveys, ensuring all eligible customers have regular opportunities to share feedback in line with targets.
* Create reports and dashboards that effectively communicate customer satisfaction themes to key stakeholders, working closely with the Customer Insight Manager.
* Help staff access and utilise our customer insight platform, Qualtrics XM, supporting the wider business in identifying areas for service improvement and celebrating successes.
Requirements
* Communication Skills - Ability to explain complex information in language that is easily understood by the business.
* Analysis Skills - Excellent attention to detail, time management, curiosity, proactive identification of data inconsistencies and root‑cause analysis.
* Stakeholder Management - Proficient in managing stakeholders and communicating effectively.
* Technical Experience - Working with large data sets, strong Microsoft Excel knowledge, experience with Qualtrics XM, data modelling and SQL knowledge, Snowflake and Informatica preferred, confident use of PowerBI.
* Working with large data sets, including identification and correction of inconsistencies.
* Strong Microsoft Office knowledge (specifically Excel).
* Experience of Qualtrics XM is desirable, including troubleshooting, creation and distribution of surveys.
* Good Data Modelling experience and SQL knowledge, with table design and creation as a minimum standard (ability to manipulate fields, insert, delete and move data is desirable).
* Proficient, with hands on experience of using data quality, data lake, integration and master data management concepts and tools (Snowflake and Informatica knowledge preferred).
* Confident in the use of PowerBI, creating reports and managing workspaces.
Key Dates
In-person interviews scheduled to run from 29 October - 06 November.
Extra Notes
* We do not currently offer visa sponsorship.
* We reserve the right to close this vacancy early if a suitable candidate is found, so we encourage you to complete the application as soon as possible to avoid disappointment.
Benefits
* 28 days annual leave plus 8 bank holidays (pro rata for part time) per year.
* 2 volunteering days per year for helping out in local communities.
* An additional ‘Beliefs day’ once a year to have an extra day off.
* Supported family friendly approach with extended parental leave.
* Enhanced pension with matched contributions of up to 9%.
* Option to buy or sell up to 5 days annual leave per year.
* Life assurance cover 3 x your salary.
* Cycle2work scheme.
* Hybrid Working – Dependent on job role and department.
* Health cash plan scheme for your everyday healthcare needs which you can add your family members too.
* Tenancy deposit – interest free loan to help with rental deposits and season Ticket loan.
* Access to extensive learning and training opportunities with Wisebox platform.
* Colleague virtual social platform with our workplace pages where you can keep up to date with the organisational activity and link in with colleagues.
* Career progression across the organisation with our mentoring/coaching programmes, apprenticeships and career planning support.
* Employee Assistance Programme – We are committed to the wellbeing of our colleagues and support this as an organisation.
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