Insight & Service Improvement Lead

Eden Brown are seeking a highly efficient Insight & Service Improvement Lead on a permanent contract situated in Lancashire.

• Provide a consistently high standard of customer service to all internal and external customers, ensuring high levels of customer satisfaction are achieved.
• Gather, interrogate and analyse performance data from multiple insight channels, including complaints, tenant satisfaction surveys, call quality monitoring and operational KPIs, to identify trends, root causes and opportunities to improve the tenant experience.
• Ensure that the voice of the tenant is reflected in performance reporting and improvement activity, supporting the organisation to listen, learn and respond to feedback in a structured and measurable way.
• Provide high-quality information, dashboards and reports that enable meaningful analysis of team and service performance, translating performance data and tenant feedback into clear, actionable insight for managers and senior stakeholders.
• Work closely with the Head of Service Improvement and the Service Improvement Manager, utilising performance data and tenant insight to design, deliver and evaluate projects that improve service delivery, increase efficiency and enhance satisfaction for tenants.
• Partner with managers across the organisation to embed data-driven decision making, supporting them to use insight and feedback to allocate resources effectively, improve responsiveness and improve performance in line with tenants needs.
• Provide expertise to identify and recommend solutions, including policy changes and operational improvements, that enhance service quality, efficiency and the overall customer journey.
• Champion continuous improvement, supporting teams to apply structured approaches to service delivery, problem solving and quality enhancement.

Interested candidates must have extensive Data, Insight and Service Improvement experience.

Eden Brown is committed to equality in the workplace and is an equal opportunity employer.