Customer Insights Officer

Scottish Federation of Housing Associations; City of Edinburgh, Bellshill, Inverness, Irvine, Thurso; Hybrid; GBP 42,000 - 45,000; Full time

Job summary

A leading housing provider in Scotland is seeking a Customer Insight Officer to enhance tenant scrutiny and customer engagement. This full-time role includes implementing assessment frameworks and analyzing customer feedback to support continuous improvement. The position offers a competitive salary and a range of employee benefits, including flexible working arrangements. Join a committed team dedicated to making a positive impact on communities across Scotland.

Benefits

Flexible and hybrid working

Health and wellness support

Tech and cycle schemes

Compassionate leave

Qualifications

• Significant experience in customer insights preferable.
• Experience with KPI reporting and tenancy policies required.
• Full UK Drivers License and Basic Disclosure necessary.

Responsibilities

• Implement customer feedback framework and analyze data trends.
• Lead tenant and customer engagement for scrutiny.
• Prepare scrutiny reports and ensure compliance with housing standards.

Skills

Statistical analysis

Customer feedback analysis

KPI reporting

Tenant engagement

IT skills

Tools

Office 365

CRM

Job description

Various office locations throughout Scotland

Closing date for applications

Tuesday 12th August 2025, 12:00

Full salary & employment details

Location: Edinburgh / Bellshill / Inverness / Irvine or Thurso (with Hybrid Working)
Contract: Permanent
Hours: 34.5 hours per week (full-time)
Salary: The salary for this post is £42,367 per annum rising to £44,597 on successful completion of 6-month probationary period

At Cairn Housing Association, we are proud to be one of Scotland’s leading housing providers – creating vibrant communities and providing high quality homes that make a real difference. We have almost 5,000 homes in management across Scotland and operate from five regional offices in Edinburgh, Bellshill, Inverness, Thurso and Irvine. As we embark on a period of exciting transformation and innovation, we are seeking a customer and results focused individual to join our team and help shape the future of tenant scrutiny at Cairn.

Job Type

Full Time

This is not just a job – it’s a unique opportunity to drive meaningful change. As the Customer Insight Officer, you will play an important role in enhancing the voice of our customers. This newly created role will also work closely with the Insights Performance & Projects Manger on the delivery of our Tenant Scrutiny Framework.

Key Responsibilities:
Support the Insights, Performance & Projects Manager by implementing a customer feedback framework for Cairn, that ties in with organisational strategies.
Undertake analysis of customer feedback data to identify trends and areas for improvement.
Support and implement a Tenant Scrutiny Framework and related activity for tenants and service users. Continually promote a culture of positive tenant and customer engagement throughout the organisation.
Lead on the promotion, recruitment and training of tenants and customers to join a new scrutiny group/s for Cairn, ensuring methods are accessible and groups are representative of our communities.
Engage with scrutiny members to develop of a range of scrutiny activities with a purpose of assessing our compliance with the Scottish Social Housing Charter, improving organisational efficiency and Value for Money.
Prepare scrutiny reports to demonstrate the work of the tenant representatives, outcomes and action plans. Liaise with other teams on issues emulating from scrutiny work, co-design solutions and tracking progress with action plans.

Requirements:
Significant experience of providing statistical analysis within customer insights is preferable.
Demonstrate experience in supporting implementation of frameworks and working within a housing environment / working with tenancy policies.
Significant experience with KPI reporting around customer complaints.
Developed IT skills, including Office 365 and CRM.
A full UK Drivers License with access to a car and a Basic Disclosure are required for this role.

Employee Benefits: Why Cairn is the Best Place to Work
Join Cairn and enjoy a range of benefits including flexible and hybrid working, health and wellness support, tech and cycle schemes, compassionate leave, and more!
Cairn is passionate about creating equal opportunities for everyone and warmly invites applications from all community members.
A registered Scottish Charity SC(NO):016647

• Closing Date: Tuesday 12th August at 12 noon

• Interview Date & Location: 26th August 2025 at our Edinburgh or Bellshill Office