Customer Insight & Quality Analyst

About the Role
Every customer voice tells a story - and you’ll make sure it’s heard.

Are you passionate about turning customer feedback into real change? As our Customer Insight & Quality Analyst, you’ll be the driving force behind how Albyn listens, learns, and improves. You won’t just crunch numbers - you’ll uncover insights that shape services, influence decisions, and make a tangible difference for thousands of customers across the Highlands.

This isn’t just about reports and dashboards; it’s about making a tangible difference. You’ll lead the way in modernising how we listen to customers, ensuring every experience counts and every lesson drives improvement. You’ll work closely with teams across the organisation, championing a culture of transparency, accountability, and continuous improvement.

If you thrive on problem-solving, influencing decisions, and creating a culture of continuous improvement, this role offers the perfect platform to make your mark.
This hybrid position offers a mix of office and remote working, along with occasional site visits across the Highlands.

We’re looking for someone with…

• Strong analytical skills to interpret complex data and turn it into actionable insight 

• Excellent communication skills for producing high-quality reports and engaging stakeholders 

• Proven experience in complaints handling and customer insight roles 

• Ability to influence and collaborate across teams 

• Knowledge of regulatory standards such as the Scottish Social Housing Charter and SPSO 

• A proactive, detail-focused approach with a commitment to continuous improvement 

Alternative Job Titles you may have had are Customer Experience Analyst, Complaints & Quality Officer.

About Albyn Housing Society
Albyn Housing Society is a progressive organisation with a commitment to providing high-quality, affordable homes across the Highlands. We are proud of our customer-first approach and are always looking for innovative ways to deliver value for money. Our values—Being Caring, Being Professional, and Being Adaptable—are at the heart of everything we do. As a Property Maintenance Assistant, you’ll play a crucial role in shaping the future of our property services while ensuring the safety and satisfaction of our tenants.

What we are Offering:
We value our employees and offer many benefits including but not limited to:

• Hybrid working – ‘Hub, Home & Roam’
• Enhanced annual leave entitlement
• Development and training opportunities
• Flexible working hours
• Day one sick pay
• Employee benefit discount scheme
• Company pension scheme
• Access to an employee assistance program available 24/7
• Family friendly policies