This an exciting opportunity to join Runnymede Borough Council as part of our continuous improvement team in Housing services. We have created a new role of Customer Insight and Experience Officer for Housing to help us collect and analyse data to provide insight into the needs and priorities of our customers. You will provide analysis and feedback to inform and shape improvements and service design in the delivery of excellent Housing services.

  As the Customer Insight and Experience Officer, you will: 

• Utilise data about customers and properties to assess whether Housing services provide fair and equitable outcomes for tenants and service users
• Ensure effective capture of feedback from tenants, service users and stakeholders, including complaints, satisfaction surveys, consultation exercises and engagement with tenants and leaseholders to drive continuous improvements to Housing services
• Analyse data held on all aspects of Housing services to challenge performance, identify efficiencies and evidence a tenant centred approach
• Support effective and timely resolution of complaints
• Ensure policy and procedures are robust and compliance is supported by an effective performance management framework.

We are looking for a committed and detail orientated individual to join our team who can provide scrutiny to our services through optimising our use of data while maintaining a person centred approach. We are looking for exceptional candidates with a range of skills including:

• Excellent written, oral and digital communication skills for a range of audiences 
• Proficient at data analysis with prior experience
• MS Office skills including Co Pilot, with the confidence to use the most effective application for particular tasks
• Highly proficient with IT and confident in learning new systems
• Flexible, team player and adaptable to change
• Empathy for customers and desire to improve service delivery, with good interpersonal skills
• Experience in dealing with complaint investigation is desirable

Runnymede is an ambitious, passionate, and progressive council with a forward- thinking attitude and award-winning departments. As a Borough Council, we are committed to our core values which we demonstrate through our ongoing policies and projects.  We continually strive to improve our services and welcome innovative and proactive individuals who are open minded and have a positive approach in supporting our vision.