Complaints and Insight Officer
Sutton
Job Role
The Complaints & Insights Officer is responsible for supporting the Council's complaints improvement project and the steps required to meet the Housing Ombudsman complaints handling code and new LGSCO complaints handling code.
The role will involve the interrogation of past and current complaints data for errors, corrections, themes, intelligence, insights and benchmarking to provide feedback to the Customer Care team and Project Board.
The role will provide admin support to the Project Board.
Produce ad hoc and support the drafting of planned reports as requested.
Interrogate data to identify trends, risks, themes for reporting and for service improvement.
Be able to transform a wide range of data and information into insights and learning.
Able to summarise qualitative and quantitative information from within our recording sources into themes and recommendations.
Assist in maintaining a continuous link between complaints, insight, our internal and external customers, senior leadership, and reporting functions.
Support the Complaints Project Board including some preparation of Board materials, note taking, drafting minutes and taking forward action points.
To proactively contribute to identifying continuous improvement initiatives, developing business intelligence to identify changes, solutions and improvements in both the complaints process and customer insight.
Support the development of ICT systems to enable the collection and reporting of customer data/intelligence.
Assist in drafting recommendations on how services should be improved to meet customer needs and work with teams to implement and monitor change.