Complaints Data Analyst

Eden Brown; Greater London; Hybrid; GBP 51,000; Full time

Job summary

A leading Housing Association is seeking a highly skilled Complaints Data Analyst to enhance their complaints service by delivering data-driven insights. This role involves analyzing performance metrics, generating reports, and identifying trends for service improvements. Candidates should have a strong background in data analysis, advanced Excel skills, and a keen eye for detail. The position offers a hybrid working arrangement and excellent opportunities for contributing to a data-led environment.

Qualifications

• Strong background in data analysis, performance analysis, or BI reporting.
• Excellent attention to detail with a commitment to data quality and accuracy.
• Ability to manage a varied workload and meet tight deadlines.

Responsibilities

• Monitor and report on team and individual performance against complaints KPIs.
• Produce insightful reports on complaint volumes, outcomes, response times, and service quality.
• Conduct thematic and trend analysis to identify recurring issues.

Skills

Data analysis

Performance analysis

Business Intelligence reporting

Advanced Excel skills

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.