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 dissatis...