Insight & Reporting Analyst (Contact Centre & Complaints)

We have an exciting opportunity for an Insight & Reporting Analyst for our Contact Centre & Complaints department to join on a permanent basis based at our Westminster Bridge Road office, with occasional travel to Ealing and Pitsea.

As the Insight & Reporting Analyst for Contact Centre & Complaints, the core responsibility is meticulously collecting, analysing, and presenting resident-related data, serving as the foundation for strategic decision-making and service delivery enhancements

What you'll need:

• Strong analytical skills with the ability to interpret complex datasets and extract actionable insights.
• Experience in customer analytics and insights that’s led to service improvement.
• Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical stakeholders in a clear and concise manner.
• Experience in conducting root cause analysis and identifying failure demand to address systemic issues and drive continuous improvement.
• Demonstrated experience in preparing detailed reports and presenting findings with recommendations to senior management and cross-functional teams.
• Proven ability to collaborate effectively with internal teams and key stakeholders to drive strategic initiatives and enhance operational efficiency.
• A proactive approach to stakeholder engagement, with the ability to provide guidance and support to enable informed decision-making based on data analysis and insights.
• Strong attention to detail and commitment to data governance, ensuring the integrity, accuracy, and reliability of data sources.
• Ability to monitor and keep up to date with external sector related factors, incorporating relevant insights into data analysis and strategic decision-making processes

A bit about the role:

This role involves adeptly interrogating, mining, and delving into multiple datasets from diverse sources, both internal and external, to distil complex data into easily understandable narratives for non-technical audiences. Additionally, the Analyst prepares detailed reports and presents findings with recommendations to drive strategic continuous improvements, aiming to enhance the resident experience and operational efficiencies.

The role plays a pivotal part in understanding resident needs, monitoring trends, and proposing enhancements to the resident journey and operational processes. Furthermore, a key focus is on identifying failure demand and uncovering root causes of complaints to facilitate the effective resolution of underlying issue.

A minimum of 2 days working in the office is required.

For more information please download the role profile.

A bit about us:

160 years after it was established, Peabody is one of the oldest not-for-profit housing associations in the UK.

The Peabody Group is responsible for more than 107,000 homes, with around 220,000 residents across London and the Home Counties. We also have around 20,000 care and support customers.

Our purpose is to help people flourish, and we are getting closer to residents by taking a local approach.

We are committed to delivering a responsive and easily accessible repairs service and investing in our existing homes so they are safe and well maintained. Our retrofit projects will make thousands of our homes more energy efficient.

We work with councils and communities to promote economic inclusion, tackle inequality and poverty, and prioritise wellbeing.

Here's just a few of the benefits for working at Peabody:

• Flexible and hybrid working (depending on the role)

• Up to 30 days’ annual holiday plus bank holidays

• Competitive salaries that are benchmarked regularly against current market rates 

• Two additional paid volunteering days each year 

• Flexible benefits scheme, including family friendly benefits and access to a discount portal 

• 4 x salary life assurance

• Up to 10% pension contribution

Are you ready to apply?

PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer.

To be considered for the position of Insight & Reporting Analyst (Contact Centre & Complaints), please click on the ‘Apply Now’ button and submit both your CV and a bit about why we should consider you for the role. 

If you have any questions about this role please email Talent Specialist - Harry.lund@peabody.org.uk.

Peabody reserves the right to close this advert before the advertised closing date, depending on the number of applications received.

Vacancy details: