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Join our team as a Customer Insights Officer
Job Details:
• Location: Edinburgh / Bellshill / Inverness / Irvine or Thurso (with Hybrid Working)
• Contract: Permanent
• Hours: 34.5 hours per week
• Salary: £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.
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 include:
• 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
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.
Application Process:
• Visit Cairn website to apply - Customer Insights Officer - Cairn Housing Association
• Closing Date: Tuesday 12th August at 12 noon
• Interview Date & Location: 26th August 2025 at our Edinburgh or Bellshill Office
• For full details, please download the job description from our website.
