Insight Analyst - Complaints

at  Orbit Group

We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing.
We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes.
If you want to experience work that’s truly rewarding, join us. Because when we achieve together, customers and communities thrive.
Work for Orbit. Believe in people.

ESSENTIAL SKILLS

• Experience of working with and manipulating large data sets into tangible MI and experience of providing insight-based analysis
• Strong understanding of and ability to interpret regulatory obligations underpinning the sector.
• Experienced in stakeholder engagement and influencing.
• Experience of delivering effective working relationships with a varied customer and partner group
• Strong interpersonal skills, being a great communicator (both written & verbal).

DESIRABLE SKILLS

• Business writing and reporting skills
• Previous experience within insight, analytics, or root cause analysis
• Working knowledge of key MI tools including PowerBI (Desktop and Service) and Excel tools (PowerPivot and PowerQuery)
• PL-300 Microsoft PowerBI Data Analyst certification

A REWARDING EXPERIENCE THAT WORKS FOR YOU

We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles.

THE ROLE

In this exciting newly created position of Insight Lead. In this role you will need to use data to identify trends and themes for when/why things go wrong for customers across their customer journey.
Using root cause analysis techniques, you will demonstrate strong stakeholder engagement and influence to facilitate continuous improvement sessions to identify and monitor service improvements to prevent future complaints.

A PURPOSE TO FEEL PROUD OF

We’re proud to make a difference to people together. We’re values-driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people.
What brings us together is a passionate belief in progress and people.
Read more about the values and purpose that drive us on our careers website.

Your key responsibilities will be to:

• Develop a strong understanding of regulatory obligations associated to complaint handling within the social housing sector to be able to identify risks associated through Orbit’s complaint handling and failure in delivery of services resulting in complaints.
• Conduct reviews of determinations from the Housing Ombudsman with business areas to identify under-performance against areas of our customer journey.
• Demonstrate a confident ability to organise and facilitate root cause analysis sessions with senior stakeholders from different business areas, showing a good ability to influence decisions leading to improvement of services.
• Develop and build sustainable relationships with our partners to provide greater transparency on their performance and encourage continuous improvement through the delivery of their contracts.
• Develop sustainable relationships with engaged customers and ensure that the voice of the customer is represented throughout service reviews and improvement plans.
• Prepare concise reports and presentations, documents and briefings as required for a wide variety of audiences, being able to demonstrate the benefit impact realisation of improvement activities.
• Work closely with the central Data team in Orbit, becoming a part of their Virtual Team of PowerBI developers following best practices