Complaints Data Analyst Housing Association 3-Month Rolling Contract Hybrid (2 Days Onsite - Hammersmith) 28.49 per hour (Umbrella) 35 hours per week A leading Housing Association is seeking a highly skilled Complaints Data Analyst to deliver data-driven insights that improve our complaints service. This analytical role focuses on performance reporting, trend analysis, and supporting root cause investigations to drive smarter, data-led decision making. Role Overview You will analyse complaints performance, produce high-quality reports and dashboards, and identify key trends to support service improvement. Working closely with the Root Cause Lead and senior stakeholders, you will ensure accurate data, meaningful insights, and high-quality reporting across the complaints function. Key Responsibilities Monitor and report on team and individual performance against complaints KPIs. Produce insightful reports on complaint volumes, outcomes, response times, compensation, and service quality. Conduct thematic and trend analysis to identify recurring issues and emerging patterns. Provide comprehensive data packages to support root cause analysis. Support regulatory reporting, Ombudsman investigations, and Executive-level performance reporting. Maintain data integrity, ensure accurate complaint categorisation, and support compliance with the Housing Ombudsman Code. Write and interpret SQL reports; collaborate with IT to enhance data sources and systems. Identify opportunities to automate reporting and improve data processes. About You Strong background in data analysis, performance analysis, or BI reporting. Advanced Excel skills and experience translating complex data for non-technical audiences. Excellent attention to detail with a commitment to data quality and accuracy. Able to manage a varied workload and meet tight deadlines. Experience within complaints, housing, or regulatory environments is advantageous. Knowledge of data governance and reporting best practice. Join us and play a key role in shaping a data-led, customer-focused complaints service. Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.
Dec 06, 2025
Contractor
Complaints Data Analyst Housing Association 3-Month Rolling Contract Hybrid (2 Days Onsite - Hammersmith) 28.49 per hour (Umbrella) 35 hours per week A leading Housing Association is seeking a highly skilled Complaints Data Analyst to deliver data-driven insights that improve our complaints service. This analytical role focuses on performance reporting, trend analysis, and supporting root cause investigations to drive smarter, data-led decision making. Role Overview You will analyse complaints performance, produce high-quality reports and dashboards, and identify key trends to support service improvement. Working closely with the Root Cause Lead and senior stakeholders, you will ensure accurate data, meaningful insights, and high-quality reporting across the complaints function. Key Responsibilities Monitor and report on team and individual performance against complaints KPIs. Produce insightful reports on complaint volumes, outcomes, response times, compensation, and service quality. Conduct thematic and trend analysis to identify recurring issues and emerging patterns. Provide comprehensive data packages to support root cause analysis. Support regulatory reporting, Ombudsman investigations, and Executive-level performance reporting. Maintain data integrity, ensure accurate complaint categorisation, and support compliance with the Housing Ombudsman Code. Write and interpret SQL reports; collaborate with IT to enhance data sources and systems. Identify opportunities to automate reporting and improve data processes. About You Strong background in data analysis, performance analysis, or BI reporting. Advanced Excel skills and experience translating complex data for non-technical audiences. Excellent attention to detail with a commitment to data quality and accuracy. Able to manage a varied workload and meet tight deadlines. Experience within complaints, housing, or regulatory environments is advantageous. Knowledge of data governance and reporting best practice. Join us and play a key role in shaping a data-led, customer-focused complaints service. Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.
Job Title: Customer and Insight Analyst Location: Castle Donington (Hybrid - 2 days per week in the office) Contract Length: 6 Months Salary: 500 per day (umbrella) About the Role: Our client is seeking a highly skilled Customer and Insight Analyst to join their Customer Strategy & Insight Team. This role is pivotal in driving the organisation's strategic approach to customer engagement and satisfaction. You will be responsible for analysing customer data and insights to enhance customer journeys and overall experience. Key Responsibilities: Collaborate with the Customer Strategy and Insight Team Manager to develop and implement initiatives aligned with the organisation's Customer Strategy, aimed at improving customer journeys. Create a sustainable model to share insights on diverse customer groups, engaging stakeholders across Customer Excellence, Connections, and Field Operations. Conduct stakeholder sentiment analysis related to customer journey enhancements. Represent the organisation externally in discussions that generate customer insights, relaying findings back into the business. analyse employee and operational data to identify satisfaction drivers and root causes of dissatisfaction. Monitor and interpret various customer feedback to inform operational teams and contribute to the Customer Strategy. Conduct trend analysis on customer queries and complaints to provide actionable insights. Communicate key customer insights to relevant teams, identifying opportunities for process improvements. Address data challenges by collaborating with the IT&D team to ensure accurate customer data for reporting. Engage with subject matter experts to inform insights as part of ongoing business operations. Attend external events to gather insights on customer behaviour for strategy maintenance. Serve as a subject matter expert in surveying practises and interpretation of survey insights. optimise customer feedback survey design for maximum engagement and actionable insights. Knowledge, Experience, and Skills Required: Proven analytical capabilities with a strong background in statistical modelling and stakeholder analysis, preferably in marketing or sales. Proficient in programming languages such as Python or SQL and experienced with CRM systems and Excel. Familiarity with data visualisation tools like QuickSight or PowerBI. Excellent business acumen with the ability to derive strategic recommendations from complex analyses. Strong stakeholder management skills, with experience presenting insights to diverse audiences both verbally and in writing. A proactive mindset, capable of working autonomously and as part of a collaborative team. Exceptional attention to detail and a commitment to continuous improvement. Ideal Background: Candidates with experience in roles such as Customer Insight Analyst, Marketing Analyst, or Customer Satisfaction Analyst are encouraged to apply. While experience in the utilities industry is preferable, we welcome applicants from various sectors who demonstrate a strong understanding of customer dynamics. If you are a self-motivated problem solver with a passion for customer insights and a desire to make a meaningful impact, we would love to hear from you! Application Process: This role will be filled through a one-stage Teams chat interview. We're looking for someone who can take initiative and lead without extensive hand-holding. Join us in shaping the future of customer excellence! Apply today! Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)
Oct 03, 2025
Contractor
Job Title: Customer and Insight Analyst Location: Castle Donington (Hybrid - 2 days per week in the office) Contract Length: 6 Months Salary: 500 per day (umbrella) About the Role: Our client is seeking a highly skilled Customer and Insight Analyst to join their Customer Strategy & Insight Team. This role is pivotal in driving the organisation's strategic approach to customer engagement and satisfaction. You will be responsible for analysing customer data and insights to enhance customer journeys and overall experience. Key Responsibilities: Collaborate with the Customer Strategy and Insight Team Manager to develop and implement initiatives aligned with the organisation's Customer Strategy, aimed at improving customer journeys. Create a sustainable model to share insights on diverse customer groups, engaging stakeholders across Customer Excellence, Connections, and Field Operations. Conduct stakeholder sentiment analysis related to customer journey enhancements. Represent the organisation externally in discussions that generate customer insights, relaying findings back into the business. analyse employee and operational data to identify satisfaction drivers and root causes of dissatisfaction. Monitor and interpret various customer feedback to inform operational teams and contribute to the Customer Strategy. Conduct trend analysis on customer queries and complaints to provide actionable insights. Communicate key customer insights to relevant teams, identifying opportunities for process improvements. Address data challenges by collaborating with the IT&D team to ensure accurate customer data for reporting. Engage with subject matter experts to inform insights as part of ongoing business operations. Attend external events to gather insights on customer behaviour for strategy maintenance. Serve as a subject matter expert in surveying practises and interpretation of survey insights. optimise customer feedback survey design for maximum engagement and actionable insights. Knowledge, Experience, and Skills Required: Proven analytical capabilities with a strong background in statistical modelling and stakeholder analysis, preferably in marketing or sales. Proficient in programming languages such as Python or SQL and experienced with CRM systems and Excel. Familiarity with data visualisation tools like QuickSight or PowerBI. Excellent business acumen with the ability to derive strategic recommendations from complex analyses. Strong stakeholder management skills, with experience presenting insights to diverse audiences both verbally and in writing. A proactive mindset, capable of working autonomously and as part of a collaborative team. Exceptional attention to detail and a commitment to continuous improvement. Ideal Background: Candidates with experience in roles such as Customer Insight Analyst, Marketing Analyst, or Customer Satisfaction Analyst are encouraged to apply. While experience in the utilities industry is preferable, we welcome applicants from various sectors who demonstrate a strong understanding of customer dynamics. If you are a self-motivated problem solver with a passion for customer insights and a desire to make a meaningful impact, we would love to hear from you! Application Process: This role will be filled through a one-stage Teams chat interview. We're looking for someone who can take initiative and lead without extensive hand-holding. Join us in shaping the future of customer excellence! Apply today! Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)
Our top telecoms client is looking for an FTTP Technical Support Analyst to join their team on a contract basis in Manchester Our Client has a requirement for a FTTP Technical Support Analyst, who will be required to work on a 12 month contract basis in Manchester. MUST BE BASED IN OR AROUND MANCHESTER (need to be in the office a few days a week) Role Purpose: You will have a range of responsibilities including exception management for Provision & Assurance, monitoring of the FTTP network to support provision/assurance activity, supporting our incident management process and supporting continuous service improvement. You will also be playing an active role in ensuring the Service Desk meets its very strict SLA's. Job Role Responsibilities: Working closely with internal FLL departments to ensure all FTTP orders are progressed and completed within delivery lead times. Ensure all resolver groups are performing to the expected standard. Resolving any exceptions that occur during the provisioning process within target SLA s In the event of an issue arising during the provisioning and early life process, aim will be to keep the CP regularly updated as to progress, liaising with internal FFL departments, and other departments to ensure swift resolution of the FFL provisioning activities. Reporting and management of potential incidents Ensure all provisioning processes are used efficiently and accurately to reduce double handling and customer dissatisfaction. You will be responsible for monitoring of the FTTP network and reacting accordingly to areas of concern Through trend analysis and network monitoring of the FTTP network, you will play a key role within our incident management process You will be responsible for engagement with our Network Restoration Services Provider ensuring exceptions are managed as per our SLA s Take ownership of day-to-day issues impacting the efficiency of the provisioning/fault management process, including escalation and complaint management. Be proactive in identifying potential areas of development in MAP provisioning procedures. Support the management with development in MAP by taking part in workshops and liaising with other teams to help the continuous improvement of processes and customer experience Working to achieve SLA s, quality standards and other KPI s agreed Technical support on all appropriate products in line with the MAP support scope Own the resolution of customer issues in accordance with MAP processes and policies. Liaise with internal and external parties and take ownership to investigate and resolve those issues Effective time management ensuring tasks are effectively completed within deadlines. Work within the relevant MAP policies e.g. Information Security Responsible for taking ownership through to resolution for CEO Complaints, High Level Escalations, Tickets that have been repeated/reopened a specified number of times and remain unresolved Provide full Root Cause Analysis and highlight improvement opportunities to reduce future fault volumes Be available to work various shift patterns on a roster basis to cover early and late starts. 7:30am till 4pm. 8:30am till 5pm or 9:30am till 6pm Be available to cover one week on call on a roster basis. Experience / Skills / Knowledge / Qualifications: Working within Telecoms, specifically Fibre related products Customer Services Training/Experience Working within a Service Support Environment Using Service Desk applications Benefits: 12 month contract Competitive rate Hybrid role Company information At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for an FTTP Technical Support Analyst looking for new employment. As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.
Oct 01, 2025
Contractor
Our top telecoms client is looking for an FTTP Technical Support Analyst to join their team on a contract basis in Manchester Our Client has a requirement for a FTTP Technical Support Analyst, who will be required to work on a 12 month contract basis in Manchester. MUST BE BASED IN OR AROUND MANCHESTER (need to be in the office a few days a week) Role Purpose: You will have a range of responsibilities including exception management for Provision & Assurance, monitoring of the FTTP network to support provision/assurance activity, supporting our incident management process and supporting continuous service improvement. You will also be playing an active role in ensuring the Service Desk meets its very strict SLA's. Job Role Responsibilities: Working closely with internal FLL departments to ensure all FTTP orders are progressed and completed within delivery lead times. Ensure all resolver groups are performing to the expected standard. Resolving any exceptions that occur during the provisioning process within target SLA s In the event of an issue arising during the provisioning and early life process, aim will be to keep the CP regularly updated as to progress, liaising with internal FFL departments, and other departments to ensure swift resolution of the FFL provisioning activities. Reporting and management of potential incidents Ensure all provisioning processes are used efficiently and accurately to reduce double handling and customer dissatisfaction. You will be responsible for monitoring of the FTTP network and reacting accordingly to areas of concern Through trend analysis and network monitoring of the FTTP network, you will play a key role within our incident management process You will be responsible for engagement with our Network Restoration Services Provider ensuring exceptions are managed as per our SLA s Take ownership of day-to-day issues impacting the efficiency of the provisioning/fault management process, including escalation and complaint management. Be proactive in identifying potential areas of development in MAP provisioning procedures. Support the management with development in MAP by taking part in workshops and liaising with other teams to help the continuous improvement of processes and customer experience Working to achieve SLA s, quality standards and other KPI s agreed Technical support on all appropriate products in line with the MAP support scope Own the resolution of customer issues in accordance with MAP processes and policies. Liaise with internal and external parties and take ownership to investigate and resolve those issues Effective time management ensuring tasks are effectively completed within deadlines. Work within the relevant MAP policies e.g. Information Security Responsible for taking ownership through to resolution for CEO Complaints, High Level Escalations, Tickets that have been repeated/reopened a specified number of times and remain unresolved Provide full Root Cause Analysis and highlight improvement opportunities to reduce future fault volumes Be available to work various shift patterns on a roster basis to cover early and late starts. 7:30am till 4pm. 8:30am till 5pm or 9:30am till 6pm Be available to cover one week on call on a roster basis. Experience / Skills / Knowledge / Qualifications: Working within Telecoms, specifically Fibre related products Customer Services Training/Experience Working within a Service Support Environment Using Service Desk applications Benefits: 12 month contract Competitive rate Hybrid role Company information At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for an FTTP Technical Support Analyst looking for new employment. As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.
