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.

Benefits

• Hybrid working 3 days in the office, 2 days working from home
• Flexible working and Flexi-leave
• 29 Days annual leave, plus bank holidays
• Excellent Pension Scheme
• Free Parking
• Training and development opportunities
• Payment of one professional membership per annum
• Cycle to work + further related discounts
• Season ticket loan
• Health insurance plan after 1 years’ service/ Dental after 3 years' service
• Employee Assistance Programme (EAP)

Salary

Please note that Runnymede Borough Council is currently undertaking a pay and grading review, which is expected to be implemented during the summer. The successful applicant will be appointed under the Council’s current grading and salary structure and, following implementation of the new framework, will be assimilated into the revised pay structure in line with all existing employees.

The grading in the new pay structure for this role will be £42,957 to £46,956.