Tenancy Insight Officer

Sandwell Metropolitan Borough Council; West Midlands; On-site; GBP 28,000 - 36,000; Full time

Job summary

Sandwell Metropolitan Borough Council in the West Midlands is seeking a Tenancy Insight Officer to join our Housing Management team. You will lead on service improvement via customer insight, data and evidence-based decision making, helping to shape housing services and drive efficiency.

You will analyse customer feedback and performance data, produce reports and briefings for stakeholders, review policies, and support digital transformation that enables self-service for tenants and more

Qualifications

• Two years' experience delivering service improvement or transformation projects.
• Confident analysing data and presenting information to varied audiences.
• Experience working with internal and external stakeholders.
• Ability to work on own initiative and manage competing priorities.

Responsibilities

• Analyse customer feedback, performance information and service data to identify opportunities for improvement.
• Lead and support projects that enhance customer experience and service delivery.
• Produce reports and presentations that support evidence-based decision making.
• Review policies, procedures and service standards to reflect best practice and customer needs.
• Carry out audits and reviews to ensure fair, consistent and compliant service delivery.
• Support digital transformation initiatives that improve efficiency and enable customer self-service.

Skills

Data analysis

Stakeholder engagement

Project coordination

Education

Numeracy and Literacy Level 2 qualifications

Job description

We have an exciting opportunity for a Tenancy Insight Officer to join our Housing Management team.

This role sits at the heart of service improvement and transformation, helping to ensure our housing services are shaped by customer insight, robust data and evidence-based decision making. You will lead and support projects that improve services for tenants, identify opportunities for greater efficiency, and help drive the delivery of modern, customer-focused housing services.

You will be expected to:

• Analyse customer feedback, performance information and service data to identify opportunities for improvement.
• Lead and support projects that enhance customer experience and service delivery.
• Produce reports and presentations that support evidence-based decision making.
• Review policies, procedures and service standards to ensure they reflect best practice and customer needs.
• Carry out audits and reviews to ensure decisions, outcomes and service delivery are fair, consistent and compliant.
• Support digital transformation initiatives that improve efficiency and enable customer self-service.

Essential Requirements:

You will:

• Hold Numeracy and Literacy Level 2 qualifications (or equivalent).
• Have at least two years' experience delivering service improvement or transformation projects.
• Be confident analysing data and presenting information to a range of audiences.
• Have experience of working effectively with internal and external stakeholders.
• Be able to work on your own initiative and manage competing priorities.

Closing Date: 21st October 2026

Interviews will take place at the end of October and early November.