Complaints Data Analyst

Eden Brown; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading Housing Association is seeking a highly skilled Complaints Data Analyst to deliver data-driven insights that improve their complaints service. The role involves monitoring performance against KPIs, producing insightful reports, and conducting trend analysis. The ideal candidate will have a strong background in data analysis, excellent Excel skills, and the ability to manage a varied workload. This is a 3-month rolling contract offering a hybrid working model, with 28.49 per hour for 35 hours per week.

Qualifications

• Strong background in data analysis, performance analysis, or BI reporting.
• Excellent attention to detail with commitment to data quality.
• Experience in complaints, housing, or regulatory environments is advantageous.

Responsibilities

• Monitor and report on performance against complaints KPIs.
• Produce reports on complaint volumes and response times.
• Conduct thematic analysis to identify recurring issues.
• Provide data packages for root cause analysis.
• Support regulatory reporting and investigations.

Skills

Data analysis

SQL reporting

Performance analysis

Advanced Excel skills

Attention to detail

Job description

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.