Job Introduction
Notting Hill Genesis, one of London's largest housing associations, is seeking a Complaints Service Data Officer to join us on an 18-month fixed-term contract.
We have recently introduced a centralised complaints function and are committed to resolving issues more effectively and delivering a better experience for our residents. This role offers an exciting opportunity to be part of a growing team that makes a real difference to residents’ lives.
What You’ll Do
As a Complaints Service Data Officer, you’ll be a key analyst turning complaints data into meaningful insight to support performance management and continuous service improvement.
Responsibilities
- Monitor and report individual and team performance against complaints handling targets, response times and quality standards.
- Produce regular performance reports and dashboards covering complaint volumes, outcomes, compensation, response times and service quality.
- Carry out thematic and trend analysis to identify recurring issues, emerging patterns and improvement opportunities.
- Provide comprehensive data packs to support root‑cause analysis and service improvement activity.
- Present data clearly and tailor insights for non‑technical audiences.
- Support management and senior leaders with analytical support for housing ombudsman investigations, regulatory returns and board or executive‑level reporting.
- Maintain complaints data quality, ensuring accurate recording, categorisation and alignment with the Complaint Handling Code.
- Write and interpret SQL reports and collaborate with IT to improve data integrity, reporting systems and automation where possible.
The Ideal Candidate
We believe great service starts with great people. The successful applicant will be passionate, enthusiastic and talented, with a proven record in data‑driven performance analysis.
Essential Qualifications and Experience
- Significant experience in a performance analysis, data analysis or business intelligence role.
- Proven experience producing high‑quality management information and performance reports.
- Advanced Microsoft Excel skills, including power query, complex formulas, pivot tables and data manipulation.
- Ability to translate complex data into clear, actionable insight for non‑technical audiences.
- Understanding of data governance and data quality management principles.
Desirable
- Knowledge of regulatory requirements and standards relevant to complaint handling.
What’s in It for You
Benefits include:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply).
- Generous pension scheme.
- Enhanced maternity, paternity and adoption pay in addition to statutory entitlements (qualifying period may apply).
- Employee assistance with free confidential advice and counselling services.
- Health cash plan.
- Staff discounts at major retailers, gyms, restaurants and more.
- Interest‑free loans: season ticket, tenancy deposit and training.
- Cycle to work scheme.
- Life assurance equivalent to four times annual salary.
Diversity and Equality
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion and a Disability Confident employer.
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