Customer Insights Manager

Job description

Morgan Hunt are currently working with one of the UK's Ombudsman Bodies, in their search for a temporary Customer Insights Manager.

You will be responsible for managing the internal service complaints function, which oversees service complaints, judicial review and customer feedback relating to the Ombudsman's casework.

You will also be responsible for collecting and analysing insights and data relating to customer feedback and service complaints in order to identify lessons learnt and drive service improvements.

The successful post-holder will have strong experience in a similar position relating to Customer Insight & Complaints Handling (ideally within the Regulatory, Ombudsman or Social Housing Sectors). You will have experience analysing data and insights to drive service improvements through the development of frameworks, systems, procedures, policies and learning resources.

You will have a strong background in complaints handling, ideally with an internal focus, with the ability to manage a team.

Job Title: Customer Insights Manager

Location: Remote

Hourly Rate: £31.00 - £35.00 (PAYE)

Job Type: Temporary (3 months, with potential extension or permanency)

Hours: Full-time (35 hours per week)

Start Date: ASAP

Key Responsibilities

• Project management of business plan activities and projects relating to customer insight, including collaboration with dispute resolution caseworkers and other colleagues
• Delivering on KPIs, tracking activities and ensuring reporting is in place to inform relevant stakeholders
• Development and embedding of customer equality, diversity and inclusion approaches and data profiling, ensuring the service uses this across its activities including the monitoring and use of equality impact assessments
• Proactive engagement with caseworkers across the organisation to identify issues and develop approaches that will result in consistent high-quality decisions for service complaints responses and providing customer feedback
• Leading the internal service complaints function, collaborating with other teams to ensure internal service complaints are responded to accurately and within timescales.
• Ensuring the regular review of policies and procedures 'owned' by the team
• Ensuring end to end service complaints processes are continuously reviewed and improvements are made
• Reviewing and defending the Ombudsman's decision as appropriate when challenged via judicial review or other legal challenge. Liaising with solicitors and undertaking improvements as a result of legal challenge. Managing reputational risk from poor quality decision making and legal challenge.
• Manage the provision of regular analysis of customer feedback, casework review requests and complaints against the service to identify areas for improvement and actions to deliver this.
• Supporting the Independent Reviewer of Service Complaints in their work and leading on the implementation of their recommendations on a timely basis
• Managing and supervising the Service Complaints and Customer Insight team, including planning workloads, target and objectives setting, continuous development and other management activities
• Collaborating with colleagues in the Quality Standards team to develop and maintain tools and resources to support quality in our dispute resolution and dispute support work, including knowledge banks, a casework library and contributing to assessments of casework management systems or equivalent.

Personal Specification

• Knowledge and experience of dispute resolution and complaint handling
• Knowledge and experience of responding to judicial review or legal claims
• Knowledge and experience of obtaining customer feedback and active engagement with customers
• Experience of developing policies, procedures and guidance documents for a range of stakeholder/levels
• Ability to collect, analyse and report on information including data and insights
• Ability to actively listen, and provide accurate advice
• Excellent customer care and communication skills (written and verbal),
• Planning and prioritising skills, with the ability to work to own initiative (Proactive)

Please contact to find out more information regarding this fantastic opportunity for a Customer Insights Manager.

Morgan Hunt is a multi-award-winning recruitment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to temporary vacancies. Morgan Hunt is an equal opportunities employer, job suitability are assessed on merit in accordance with their skills, qualifications and abilities to perform the relevant duties required in a particular role.