Eden Brown are seeking a highly efficient Insight and Service Improvement Lead on a permanent contract situated in LancashireKey ResponsibilitiesProvide a consistently high standard of customer service to all internal and external customers, ensuring high levels of customer satisfaction are achieved. Gather, interrogate and analyse performance data from multiple insight channels, including complaints, tenant satisfaction surveys, call quality monitoring and operational KPIs, to identify trends, root causes and opportunities to improve the tenant experience. Ensure that the voice of the tenant is reflected in performance reporting and improvement activity, supporting the organisation to listen, learn and respond to feedback in a structured and measurable way. Provide high-quality information, dashboards and reports that enable meaningful analysis of team and service performance, translating performance data and tenant feedback into clear, actionable insight for managers and senior stakeholders. Work closely with the Head of Service Improvement and the Service Improvement Manager, utilising performance data and tenant insight to design, deliver and evaluate projects that improve service delivery, increase efficiency and enhance satisfaction for tenants. Partner with managers across the organisation to embed data-driven decision making, supporting them to use insight and feedback to allocate resources effectively, improve responsiveness and improve performance in line with ..... full job details .....