Senior Performance Analyst-Resident Experience

Bristol City Council; Bristol; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Housing Complaints Performance Analyst to enhance service delivery by analyzing complaints data. This full-time role offers a supportive environment where you can develop your skills while contributing to the community. You will work closely with managers and stakeholders to drive improvements and ensure compliance with regulations. With hybrid working arrangements available and a generous rewards package, this position is perfect for someone looking to make a positive impact in a fast-paced environment.

Benefits

Flexible working

Local Government Pension scheme

Generous annual leave allowance

Supportive work environment

Qualifications

• Experience in data analysis and reporting.
• Ability to engage with stakeholders and improve service delivery.

Responsibilities

• Analyze complaints data to identify trends and areas for improvement.
• Produce monthly and ad hoc reports on department KPIs.

Skills

Data Analysis

Root Cause Analysis

Stakeholder Engagement

Report Writing

Education

Bachelor's Degree in a relevant field

Tools

Microsoft Excel

Data Visualization Software

Job description

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Job description
Full Time, Permanent

Here at Bristol City Council we are committed to providing high-quality homes and services to our residents. We are looking for a dedicated and analytical individual to join our team as a Housing Complaints Performance Analyst.

As a Performance Analyst, you will play a crucial role in improving our services by analysing complaints data and identifying trends and areas for improvement. Your insights will help us enhance our customer satisfaction and ensure we meet our regulatory requirements.

You would be expected to provide performance information and insight to managers and senior leadership within BCC Housing & Landlord Services, other key stakeholders and residents as appropriate and identify opportunities to improve service delivery.

Key Responsibilities:

• Reviewing complaints data, producing and maintaining monthly and ad hoc reports demonstrating the department's key KPIs.
• Successfully implementing changes identified and delivering pre-determined strategic change projects and programmes into the operation.
• Demonstrating effective root cause analysis including complaints data and customer feedback.
• Working with key stakeholders to drive complaints satisfaction, embed our compliance with the Housing Ombudsman's Complaints Handling Code.
• Review ombudsman determinations and/or investigate ongoing or one-time operational issues and develop evidence-based recommendations to inform service improvement.

Why Bristol City Council?

At Bristol City Council, we go that extra mile for our people; we offer a work environment which is fast moving and supportive, giving you the chance to use your skills and develop new ones within a high-profile organisation. For the majority of our roles hybrid working arrangements are available, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice - mixing both home and office working.

Join us and you'll receive an excellent rewards package including flexible working and flexitime, membership of the Local Government Pension scheme, and a generous annual leave allowance. In addition, you'll be working in a supportive environment where you'll have the chance to make Bristol a better place and contribute to its future.

How do I apply?

If you share our values and are ready to be part of our exciting journey please select the apply button below.

To be shortlisted for interview you'll need to demonstrate how you meet each of the essential criteria in the Person Specification within the Further Information section of your application. On occasion we will receive high numbers of applications, we may then shortlist against the desirable criteria along with the essential criteria, so if you can, please demonstrate how you meet this in your application.

We're a Disability Confident employer which means we value recruiting and retaining disabled people. Any job applicants who consider themselves to be disabled and meet the essential criteria in the Person Specification are guaranteed an interview. We'll make reasonable adjustments throughout the interview process and provide continued workplace support throughout your career.

For further information, please refer to the Job Description and Person Specification or alternatively, please contact [e-mail] At Bristol City Council, we value having a workforce as diverse as the city we serve. We therefore welcome, develop and promote people from all sections of the community. Appointments will be made on merit.