Customer Data & Insight Officer

Description:

About the role

Role Summary

Use a range of databases, customer insight, and research methodologies to provide data analysis, evaluation, monitoring, and reporting to build a comprehensive picture of our residents, and prospective residents, and their needs, priorities, and aspirations.

Use data and insight about the local resident profile, and demographics, in addition to information about individual residents, to support the organisation to better understand our residents, and to design and shape current and future services to help create easy to use, accessible services, information and communication. With the aim of improving the customer experience, increasing customer satisfaction and meeting the needs of the business.

Salary: £33,356

Hours of work: 35

Contract: Permanent

Probation Period: 6 Months

Notice Period: 1 Month

Location: This role can be based in Tunbridge Wells/ Epsom or East Kent but the post holder must be willing to travel between offices as required

Who are we?

Town and Country Housing are a housing association that covers Kent and Sussex, with our head office in Tunbridge Wells. We provide more than 10,000 homes in 15 local authority areas and became a subsidiary of the Peabody Group in 2019. We currently have over 300 employees based at various locations across Kent and promote hybrid working.

What will you be doing?

Role Specific Responsibilities

Establish customer views, priorities, needs and aspirations through a range of methods including analysis of existing data. Use gap analysis to establish where further information is needed, to develop our services and achieve high customer satisfaction levels.

As guided by the Customer Data & Insight Manager produce monthly analysis of TSM data and other customer satisfaction survey feedback and complaints to inform the work of the organisation by supporting it to listen to and understand the resident voice and adapt their services to meet customers’ priorities.

Keep abreast of sector and regulatory changes and key external changes (such as the economic environment or social factors) to inform suggestions to the organisation about research and support projects to further develop our knowledge of our residents and thereby improve service delivery.

Deliver agreed research projects, making recommendations for service changes and improvements within a project brief agreed with the relevant manager/team. Disseminate complex information, in a clear, concise, and objective format.

Write detailed notes and draft specialist briefings and reports, with excellent attention to detail.

Liaise with a range of stakeholders, including residents.

Support the identification of gaps in current data and processes to gather missing and project specific data to enable the design and improvement of services that best meet resident needs and priorities.

Work closely with other parts of the Customer Experience Team, and the wider organisation, to achieve this.

Support an environment of continuous improvement where residents and colleagues can influence services through direct and indirect feedback.

Support the development and implementation of organisational key data standards.

Support the development and implementation of a Knowledge and Information strategy and other relevant policy and strategy for TCH.

Support the regular review of resident data, including sensitive data, to ensure that the data we hold is up to date and GDPR compliant.

Support the CD&IM, working alongside other teams, to ensure we are presenting TSM, and other performance data and insight, to residents and colleagues in a clear and accessible way.

Design and build high quality GDPR compliant surveys to enable the organisation to gather feedback from residents on a range of service areas and attend and support focus groups to gather wider feedback from tenants.

Analyse organisational data, to assess demands and trends in relation to resident support needs. Use findings to influence service delivery priorities to address needs, ensure that projects directly benefit TCH residents and meet gaps in external community support provision for TCH communities.

Provide robust project support to include administration of project meetings, tracking and updating ‘SMART’ action plans, risk, and action logs etc. and proactive follow up with colleagues to ensure allocated tasks are completed within agreed timeframes.

Be familiar with and keep up to date with relevant TCH policies, procedures, associated housing sector legislation and regulatory requirements, social policy, and best practice to inform research and influence service priorities and delivery.

Promote and think creatively about best practice in customer experience and co-creating services by gaining support and commitment from key stakeholders; build relationships, and effectively engage and influence desired outcomes.

Complete thorough equality impact assessments on all proposed projects.

General

To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.

Recognise, respect, and promote the different roles and diversity of individuals.

To actively contribute towards the key performance indicators and professional standards.

Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.

To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.

To participate in training, attend other meetings, and staff events as required.

Be an effective member of your team, presenting a positive impression of your section and the Group.

Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.

Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.

Maintain awareness of budget requirements and value for money while delivering your role.

Consider and highlight any risk to the organisation or individuals whilst delivering your role.

Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.

This role may involve visiting other offices and stock and you may be required to have your own car and full driving licence.

This job description is a guide to the nature of the work required. It is not comprehensive, and it is expected that other duties will be undertaken as this role develops and as may be reasonably expected.

About You

Education & Qualifications

Good general education to A level or above or equivalent considerable experience.

CIH level 4 qualification or willing to work towards.

Key Skills & Competencies

Experience of planning and delivering successful data analysis/research projects and reporting.

Good analytical skills, able to analyse and interpret numerical and verbal information.

IT literate; with good working knowledge of Microsoft programmes including Excel.

Experience of using PowerBI to access & interrogate data (Desirable).

Time management skills & ability to prioritise a range of tasks.

Understanding and sensitivity to confidentiality and data protection.

Flexible and adaptable, willing to take on new and diverse projects as the needs of our customers and the business dictate.

Understanding of social housing and of working with diverse communities (Desirable).

Experience of gathering a range of data using a variety of research methods, sometimes involving telephone, on-line and face to face contact with research participants (Desirable).

Behaviours

Excellent communication skills with both verbal and written communication of a consistently high standard.

Able to communicate effectively with a range of people, adapting style and approach accordingly.

Ability to work effectively independently & as part of a team.

Successful delivery of a varied and busy workload, sometimes to demanding deadlines (Desirable).

Ability to work remotely and without supervision.

Excellent inter-personal skills including the ability to liaise with and influence colleagues at all levels.

Why Choose Us

* Contributory pension scheme 4% to 10% matched contributions

* Hybrid working

* Free onsite car parking

* Life assurance of 4x annual salary (Terms and Conditions apply)

* 30 days annual leave in addition to bank holidays

* Two volunteer days per year

* Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)

* Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses

* Extensive annual Staff Wellbeing programme

* Enhanced maternity, paternity, and shared parental leave provision

* Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)

* Annual flu vaccinations

* Access to an extensive range of corporate discounts on shopping, travel & days out

* Social events, including lunchtime walking, rounders, festive Fridays

* Travel loan

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Wednesday, 1 May 2024

Interview Date:

Tuesday, 7 May 2024