The role of Regulatory Improvement Analyst will include:
1. Conduct effective root cause analysis on HOS and SPSO cases to establish areas requiring improvement, evidencing continuous learning from HOS and SPSO cases within the Group
2. Analyse HOS and SPSO data, producing and maintaining monthly and ad hoc reports demonstrating the department’s key KPIs.
3. Demonstrating effective root cause analysis including complaints data and customer feedback
4. Engage with stakeholders across all areas of the organisation to build relationships and gather voice of the customer and voice of the people insights
5. Develop, manage and maintain HOS and SPSO case reduction plans for defined business areas
6. Support the implementation of actions required to assist delivery of HOS and SPSO case reduction plans
7. Produce and maintain monthly reports on HOS and SPSO data for regions and attend meetings with different stakeholders across the business, presenting data, findings and recommended actions
8. Contribute, as appropriate, to special programmes and projects in support of the Group’s values and objectives
Skills and experiences:
9. NVQ3 in relevant area e.g. business administration, customer service
10. Demonstrable experience within the Housing Sector or other service industries, with a working knowledge of key industry Regulations
11. Strong problem solving to achieve practical solutions to challenging problems
12. Ability to complete complex investigations to source and crystalise core details from a wide range of data and information sources
13. Ability to work under pressure and to tight deadlines
Why work for us?
We are a not-for-profit housing association, and own and manage around 125,000 homes. We foster a diverse and inclusive culture, and nurture and reward talent. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.
Our Benefits
As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:
14. 25 days annual leave (rising to a maximum of 30 days) plus public holidays
15. A pension scheme with employer contributions from Sanctuary
16. Life Assurance
17. Employee Advice Service including counselling
18. Cycle to Work scheme
19. Voluntary health plans
20. Employee discounts
21. Wellbeing support and tools
22. Employee recognition scheme
23. Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
24. Role salary is £37,232 per annum (rising to £39,192 per annum after 12 months, subject to satisfactory performance)
(if the link is unavailable please visit the Sanctuary careers website)