Customer Insight and Policy Lead

Up to £32500 per annum
07 Mar 2019
04 Apr 2019
Joe Callow-Salt
Job Discipline
Experience Level
Public Sector
Contract Type
Full Time
Customer Insight and Policy Lead - Didcot - Up to £32,500

Your new company
Your new company is a Housing Association based in Didcot.

Your new role
The role is brand new and has never been done directly in the organisation before. In your new role, you will need to manage the framework for developing strategy, policy and procedures, coordinating and administering the review and development of policies, and supporting managers on policy development by researching best practice and consultation. This will include Managing and administering the formal complaints procedure. You will have to keep abreast with what is happening in the housing and community sectors of interest to the organisation, and regularly circulating information and reports to colleagues. Day to day you will own and develop the customer and community research activity, advising staff and residents on best practice, and making use of internal and external data sources, and bench-marking groups.You will get to be a lead on Diversity, Equality and Inclusion Steering Group. The role will also consist of writing multiple reports for customers, staff and the Board including an annual complaints report.

What you'll need to succeed
In order to succeed in this role you must have outstanding communication skills and previous experience using a range of consultation methods as well as experience in managing research projects or improving customer satisfaction through working with different teams. You should have experience of carrying out complex analysis including interpreting statistics, stakeholder engagement and report writing. A strong understanding of housing policies would be very beneficial to this role but even more so would be knowledge of best practice and policy development. Experience of customer profiling, customer segmentation and undertaking Equality Impact Assessments will drive ideas and the success of this role. You will also need to bear in mind that there may be flexibility to work occasional evenings and/or weekends and you will have to deal with enquiries from the general public including situations where customers may be emotional or aggressive.

What you'll get in return
You will get to work for an organisation that makes a real difference in people's lives. They also have a competitive benefits package which includes; flexible hours, pension, medical insurance and learning and development.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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