Customer Insight Advisor

We are currently recruiting an experienced Customer Insight Advisor who has an analytic approach to deliver insight into action, to join the Customer Voice team, based at our Doxford Park, Sunderland head office.

We feel passionately about our customers, they are at the heart of everything we do, are you ready to help us deliver? The Customer Voice team is at the forefront of learning and helping Gentoo to deliver an ever-better experience for our customers. In the role of Customer Insight Advisor, you will have a key role in ensuring policy, process and regulations are followed within the Customer Voice Team. Ensuring the Group is listening to the voice of its Customers and that Customers are at the heart of business decision-making. You'll take an analytical approach and have excellent attention to detail, as you'll need to be able to read customers' comments and categorise them into the appropriate themes to deliver insight into action.

The role is subject to a basic DBS paid for by Gentoo.

Key responsibilities will include the following, a full job description is available to view at www.gentoogroup.com/careers

Supporting the Complaints Performance Manager to drive a culture of seeing complaints as a positive way to learn more about what our customers expect. We use complaints outcomes to show our customers that we have an open and responsive approach and that we learn from our mistakes.
identifying trends, themes and good practice and application of this knowledge to show what lessons we have learned. You'll also provide high-quality and informative localised reporting to allow analysis of performance.
Ensuring the Group is compliant with the Housing Ombudsman and Regulatory standards, including Consumer Standards as set out by the Social Housing Regulator.

Working in an organised and data-driven way to ensure measures, analysis and reporting of complaints are available and communicated across the business as determined by the Complaints Performance Manager

Providing a positive and proactive service to customers in dealing with complaints and feedback, including making direct contact with customers by telephone in the first instance (where possible) to provide customers with personal service and one point of contact to ensure they feel valued and treated with respect.

With your knowledge, you'll provide expert advice and support within the team and beyond, giving support, advice and guidance to and for colleagues who are complaint owners to ensure they are meeting the requirements of policy, procedure and regulations.

You will have demonstrable experience and skills in analysing and interpreting data, with outstanding report-writing skills.

Previous experience and knowledge of Social Housing regulations and standards required is essential.

You will have experience and knowledge of complaints handling, data analysis and complex cases including cases referred to the Housing Ombudsman Service.

Proven experience of working collaboratively and building positive working relationships across all levels, internally and externally

It is essential you have experience and knowledge of the following:

Housing Ombudsman Service
The Complaints Handling Code
Social Housing Regulation

Gentoo is a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home. We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford., We're a housing association that provides more than 60,000 people in Sunderland with a place they can call home. We're a values-driven organisation, with a clear vision, a social purpose and a commitment to investing in people, place and property. We believe everyone has the right to live in a good quality home they can afford and invest millions of pounds every year in keeping our existing homes safe, secure, and compliant.

We're also playing our part in addressing the UK housing crisis locally, by building hundreds of new, modern and contemporary homes for rent in Sunderland - homes that meet the needs of local people. Not only do we provide vital housing - we support our tenants, residents and communities by investing in services that help people live their best possible life.

This includes helping people to work, victims of domestic abuse and anti-social behaviour, young people to live independently, as well as a wellbeing service that supports our elderly tenants and residents.

31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year.
12.30 pm finish on a Fridays
Flexible and hybrid working.
Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover.
Access to private healthcare through the Health Cash Plan.
Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution.
Salary sacrifice electric vehicle scheme
Enhanced family-friendly leave
Car mileage allowance if you use your personal vehicle for business purposes.
Life assurance cover to the value of 3 times your annual salary.