Job Title: Customer Satisfaction Analyst
Contract Type: Permanent
Salary: £39,136.65- £43,150.38
Working Hours: Full time 35 hours per week
Working Pattern: Hybrid Monday to Friday
Location: Liverpool
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as a Customer Satisfaction Analyst
You will identify opportunities to use data and research to improve Riverside’s customer satisfaction and support business SMEs measure and monitor their KPIs through customer surveys. Understand and agree key customer research requirements with the relevant business areas and then provide the analysis and recommendations to deliver them.
About you
We are looking for someone with
- Experience of using customer survey data to solve business problems and drive improved business performance
- Experience presenting research results and recommendations – written and verbal
- Knowledge of survey sampling and methodological best practices
- Experience of building strong stakeholder relationships.
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
Role requires you to:
• Work with business SMEs to understand their business area and associated customer
survey requirements and opportunities
• Make recommendations using customer data analysis to drive improved customer
satisfaction
• Work with business SMEs to ensure that all regulatory research requirements are
implemented
• Work closely with external research partners and key business areas to ensure all
existing customer research is conducted, analysed and reported effectively and on time
• Ensure sample data for all customer surveys is delivered accurately, on time and compliantly
• Create and deliver an annual customer research reporting plan for business SMEs
• Ensure BI&I future-proof customer survey requirements for both new surveys and question
amends required within existing framework
• Act as research partner for specific areas of the business, providing thought leadership and
ensuring their requirements are part of the Information Services delivery plan
• Identify opportunities to enhance Riverside’s benchmarking with external data and
sources
• Recognise and adopt best practices in surveys and reporting
• Raise the whole Information Services team’s understanding of their partner area(s) and
their customers via knowledge share
• Be an advocate for the use of customer data and research within Riverside
• Ensure that all data protection and health & safety requirements are met in accordance with the
Group’s policy, procedures and statutory requirements.
Person specification
Knowledge, Skills and Experience
Essential
• Experience of using customer survey data to solve business problems and drive improved business
performance
• Experience presenting research results and recommendations – written and verbal
• Knowledge of survey sampling and methodological best practices
• Experience of building strong stakeholder relationships
• The ability to work closely with external research partners
• Experience of prioritising recommendations based on key customer and business drivers
• Excellent attention to detail with the ability to work accurately under pressure, deliver to strict
deadlines and manage conflicting priorities.
Desirable
• Experience of perception and transactional customer surveys
• Strong Excel and PowerPoint skills
• Experience using visualisation tools – particularly Tableau
• Experience supporting key internal stakeholders build customer plans
• Experience of the UK housing sector or another highly-regulated industry
Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.
Our ways of working
Commitment to Diversity
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