Performance & Customer Insight Officer
Sutton
Contract
£125.21 per day PAYE or £164.65 per day limited paid via umbrella company inside IR35
Our client is looking for an experienced Performance & Customer Insight Officer
3 days per week in office
To lead on the investigation of complex and high-level complaints, ensuring SHP remains compliant with the Housing Ombudsman’s Complaint Handling Code. You will use attention to detail to extract insights from case files, driving organisational learning and service recovery to improve the lives of our residents.
We have a number of opportunities we are recruiting for visit our website for more details colbernlimited co uk
1. Case Management & Resolution
* Lead Investigations: Take full ownership of complex cases, including Stage 1 and Stage 2 complaints, high-profile Member Enquiries (MEs), and formal Housing Ombudsman cases.
* Direct Intervention: Proactively reduce escalations to Stage 2 and the Ombudsman through direct resident contact, negotiation, and early intervention to rebuild trust.
* Remedy & Redress: Provide expert guidance to staff on achieving early settlements, strictly applying the Housing Ombudsman’s Guidance on Remedies to ensure fair and consistent compensation.
* Action Tracking: Proactively monitor and record all committed actions from complaint outcomes to ensure they are completed, reducing the risk of repeat dissatisfaction.
2. Insight & Regulatory Compliance
* Compliance Leadership: Work with the Customer Experience Lead to ensure SHP meets the Housing Ombudsman Complaint Handling Code, providing the evidence required for robust annual self-assessments.
* Attention to Detail: Prepare thorough case files for the Ombudsman, ensuring 100% accuracy of information while interrogating cases files and Northgate NEC
* Sector Research: Review the Ombudsman’s ‘Spotlight on...’ reports and other industry insights; collaborate with teams across SHP to benchmark our performance and embed
PLEASE VISIT OUR WEBSITE FOR MORE OPPORTUNITIES colbernlimited co uk
The first part of our recruitment process is to send your CV. Should you be short listed Colbern Limited will contact you within 5 days or we may contact you about other job opportunities. Colbern Limited along with our clients are an equal opportunities employer