Performance & Customer Insight Officer (BAND3C)
| Posting date: | 03 March 2026 |
|---|---|
| Salary: | £125.21 per day |
| Hours: | Full time |
| Closing date: | 02 April 2026 |
| Location: | Sutton, London |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Wax Recruitment Ltd |
| Job type: | Contract |
| Job reference: |
Summary
Job title: Performance & Customer Insight Officer (BAND3C)
Job Category: Admin & Clerical
Hours per week: 36
Location: Carshalton Road, Sutton, Greater London, SM1 4LE, Sutton Housing Partnership
Pay: £125.21 per day
3 days per week in office
Job Purpose
To lead on the investigation of complex and high-level complaints, ensuring SHP remains compliant with the Housing Ombudsman’s Complaint Handling Code. You will use attention to detail to extract insights from case files, driving organisational learning and service recovery to improve the lives of our residents.
Key Accountabilities
1. Case Management & Resolution
Lead Investigations: Take full ownership of complex cases, including Stage 1 and Stage 2 complaints, high-profile Member Enquiries (MEs), and formal Housing Ombudsman cases.
Direct Intervention: Proactively reduce escalations to Stage 2 and the Ombudsman through direct resident contact, negotiation, and early intervention to rebuild trust.
Remedy & Redress: Provide expert guidance to staff on achieving early settlements, strictly applying the Housing Ombudsman’s Guidance on Remedies to ensure fair and consistent compensation.
Action Tracking: Proactively monitor and record all committed actions from complaint outcomes to ensure they are completed, reducing the risk of repeat dissatisfaction.
2. Insight & Regulatory Compliance
Compliance Leadership: Work with the Customer Experience Lead to ensure SHP meets the Housing Ombudsman Complaint Handling Code, providing the evidence required for robust annual self-assessments.
Attention to Detail: Prepare thorough case files for the Ombudsman, ensuring 100% accuracy of information while interrogating cases files and Northgate NEC
Sector Research: Review the Ombudsman’s ‘Spotlight on...’ reports and other industry insights; collaborate with teams across SHP to benchmark our performance and embed
Job Category: Admin & Clerical
Hours per week: 36
Location: Carshalton Road, Sutton, Greater London, SM1 4LE, Sutton Housing Partnership
Pay: £125.21 per day
3 days per week in office
Job Purpose
To lead on the investigation of complex and high-level complaints, ensuring SHP remains compliant with the Housing Ombudsman’s Complaint Handling Code. You will use attention to detail to extract insights from case files, driving organisational learning and service recovery to improve the lives of our residents.
Key Accountabilities
1. Case Management & Resolution
Lead Investigations: Take full ownership of complex cases, including Stage 1 and Stage 2 complaints, high-profile Member Enquiries (MEs), and formal Housing Ombudsman cases.
Direct Intervention: Proactively reduce escalations to Stage 2 and the Ombudsman through direct resident contact, negotiation, and early intervention to rebuild trust.
Remedy & Redress: Provide expert guidance to staff on achieving early settlements, strictly applying the Housing Ombudsman’s Guidance on Remedies to ensure fair and consistent compensation.
Action Tracking: Proactively monitor and record all committed actions from complaint outcomes to ensure they are completed, reducing the risk of repeat dissatisfaction.
2. Insight & Regulatory Compliance
Compliance Leadership: Work with the Customer Experience Lead to ensure SHP meets the Housing Ombudsman Complaint Handling Code, providing the evidence required for robust annual self-assessments.
Attention to Detail: Prepare thorough case files for the Ombudsman, ensuring 100% accuracy of information while interrogating cases files and Northgate NEC
Sector Research: Review the Ombudsman’s ‘Spotlight on...’ reports and other industry insights; collaborate with teams across SHP to benchmark our performance and embed