Insight and Data Officer, Coventry or London

Local Government & Social Care Ombudsman (LGSCO)

Post Title: Insight and Data Officer, Coventry or London

Salary Scale:

London – £35,585 to £39,409 per annum
Coventry – £32,040 to £35,869 per annum

For this unique role, we are looking for someone who will be able to lead our user research work turning insight into action and improving our service and someone with top-notch data analysis skills to mine our complaint data and use it to change public services and policy.
For more than 40 years, we’ve been the voice of the public. Helping people put things right with their local council or adult social care provider as well as using what we learn from complaints to help improve local public services. We know our success depends on the integrity and skills of our staff. So, if you can make a difference and have the perspective we’re looking for, please get in touch.
Further information about the LGSCO is on the website
The Role
This is the only role of its kind in the organisation so you will have full autonomy and accountability for developing and maintaining our data strategy, analysing and mining the complaint data we hold to maximise the external impact of our casework and improve the way we work.

You will be responsible for devising and delivering high quality quantitative and qualitative research and our user insight programme, including turning insight into actions to help LGSCO evaluate and improve its services.

You will apply research and data analysis techniques to the wealth of information on complaints held by LGSCO to highlight trends, illustrate themes and convey clear and compelling messages to the public and bodies in jurisdiction.

Types of activity you will undertake
• Investigate trends in complaints about specific areas within our jurisdiction
• Pull together statistics about our casework to support the Ombudsman’s appearance in the media or       feed into our submissions to consultations or inquiries
• Draft our annual customer satisfaction survey report
• Participate in meetings of our Casework Impact Group and presenting a deep-dive analysis into trends   within an area or aspect of our work
• Preparing our quarterly Key Performance Indicators (KPI) report for our Commission
• Participate in a meeting of our remedies project to shape how we report compliance with the                  recommendations we make in the future.

In return, we offer a great place to work. In a recent survey, 71% of those staff who responded would recommend the organisation as a great place to work.

Further information including the job description, person specification and details of how to apply are available on the website.
Please note that the closing date for applications is 0900 hrs on Thursday 31 January 2019.

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