We are currently looking for a Complaints Service Analyst. You will be required to be in the office a min of 2 days per week (Wed and Thur currently, but subject to change on business need)

Location: Hammersmith

Monday – Friday

09:00am – 17:00pm

Temp Contract - Ongoing

Pay rate - £21.54ph paye or £26.49ph umbrella

Job Purpose

* Assist in monitoring and reporting on individual and team performance against complaints handling targets, response times, and quality standards, providing data-driven insights to support performance conversations and management decisions.

* Produce regular performance reports on all aspects of complaints handling, including KPIs on response times, complaint volumes, outcomes, compensation awarded, and service quality metrics.

* Conduct thematic analysis of complaints data to identify recurring issues, emerging patterns, and trends across different service areas, complaint types, and time periods.

* Provide comprehensive data packages to the Root Cause Lead, including trend analysis, thematic breakdowns, and data insights that support root cause analysis investigations.

* Work collaboratively with the Root Cause Lead to ensure data is presented in formats that best support their analysis work and service improvement recommendations.

* Provide analytical support for Housing Ombudsman investigations and regulatory returns, ensuring accurate data and comprehensive performance information is provided.

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy, please apply to the job with your updated CV