Performance & Customer Insight Officer 12-Week Interim Contract | Inside IR35
Sutton (SM1) – 3 Days Onsite
Start Date: 23rd March 2026
36 Hours Per Week
PAYE £125.21 per day | Umbrella £164.65 per day
Ribble Recruitment is currently supporting the hiring organisation with the sourcing, screening, and initial stages of recruitment for an experienced Performance & Customer Insight Officer within a high-performing Housing Operations and Customer Experience function.
This is a critical interim assignment focused on complex complaint handling, regulatory compliance, and organisational learning within a social housing environment.
The RoleReporting to the Customer Experience Lead, you will take ownership of high-level and complex complaints, ensuring full compliance with the Housing Ombudsman Complaint Handling Code while driving service improvement through insight and analysis.
This is not a basic complaints handling role — it requires investigative rigour, regulatory awareness, and the ability to extract learning from casework to influence operational delivery.
Key ResponsibilitiesCase Management & Resolution*Lead investigations into complex Stage 1 & Stage 2 complaints
*Manage high-profile Member Enquiries and formal Housing Ombudsman cases
*Proactively intervene to prevent escalation through early resolution and resident engagement
*Apply the Housing Ombudsman Guidance on Remedies to ensure fair, consistent redress
*Track and monitor all post-complaint actions to ensure delivery and prevent recurrence
Insight & Regulatory Compliance*Support annual self-assessment against the Housing Ombudsman Complaint Handling Code
*Prepare accurate, audit-ready case files for Ombudsman review
*Interrogate complaint data and case management systems (including NEC/Northgate where applicable)
*Review sector "Spotlight" reports and benchmark performance
*Translate complaint trends into actionable service improvement recommendations
Candidate ProfileWe are seeking candidates who demonstrate:
*Proven experience managing complex housing complaints (Stage 1 & 2)
*Strong understanding of Housing Ombudsman processes and remedies guidance
*Experience preparing detailed case files for regulatory review
*Ability to extract performance insight from complaint data
*Excellent written communication and report-writing skills
*Confidence engaging directly with residents to resolve sensitive issues
*Strong attention to detail and governance awareness
Experience within a social housing provider or local authority housing function is highly desirable.
Working Pattern*3 days per week onsite in Sutton
*36 hours per week
*12-week temporary assignment
*Inside IR35
Interview Date: 17th March 2026 (Onsite – includes short assessment)
Screening Questions (Yes/No Only)*Do you have direct experience handling Stage 1 and Stage 2 housing complaints within a social housing or local authority setting?
*Have you prepared case files for submission to the Housing Ombudsman?
*Do you have working knowledge of the Housing Ombudsman Complaint Handling Code and Remedies Guidance?
*Have you used a housing management system such as NEC/Northgate to interrogate complaint case data?
*Are you available to start on or around 23rd March 2026 and attend 3 days onsite per week in Sutton?
Important InformationRibble Recruitment is assisting the hiring organisation with candidate sourcing, screening, and management of the initial stages of the recruitment process.
For a confidential discussion or to apply:
Lewis Ashcroft