Eden Brown

Complaints Data Analyst Housing Association 3-Month Rolling Contract Hybrid (2 Days Onsite - Hammersmith) 28.49 per hour (Umbrella) 35 hours per week A leading Housing Association is seeking a highly skilled Complaints Data Analyst to deliver data-driven insights that improve our complaints service. This analytical role focuses on performance reporting, trend analysis, and supporting root cause investigations to drive smarter, data-led decision making. Role Overview You will analyse complaints performance, produce high-quality reports and dashboards, and identify key trends to support service improvement. Working closely with the Root Cause Lead and senior stakeholders, you will ensure accurate data, meaningful insights, and high-quality reporting across the complaints function. Key Responsibilities Monitor and report on team and individual performance against complaints KPIs. Produce insightful reports on complaint volumes, outcomes, response times, compensation, and service quality. Conduct thematic and trend analysis to identify recurring issues and emerging patterns. Provide comprehensive data packages to support root cause analysis. Support regulatory reporting, Ombudsman investigations, and Executive-level performance reporting. Maintain data integrity, ensure accurate complaint categorisation, and support compliance with the Housing Ombudsman Code. Write and interpret SQL reports; collaborate with IT to enhance data sources and systems. Identify opportunities to automate reporting and improve data processes. About You Strong background in data analysis, performance analysis, or BI reporting. Advanced Excel skills and experience translating complex data for non-technical audiences. Excellent attention to detail with a commitment to data quality and accuracy. Able to manage a varied workload and meet tight deadlines. Experience within complaints, housing, or regulatory environments is advantageous. Knowledge of data governance and reporting best practice. Join us and play a key role in shaping a data-led, customer-focused complaints service. Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.

AWS Connect Support Engineer - East London 500 per day (Umbrella) 3-month rolling contract Hybrid (2-3 days on site) An East London Council is seeking an experienced AWS Voice / Amazon Connect Support Engineer to provide technical support, maintenance, and optimisation of our cloud contact centre environment. This is a key role ensuring the stability, performance, and continual improvement of our AWS Connect platform. Key Responsibilities: Administer and support Amazon Connect including call flows, queues, routing profiles, prompts, and IVR. Configure new Connect instances and design automated self-service journeys using Flow Builder. Support voice and chat channels and integrate solutions with external systems (e.g., Dynamics 365 ). Manage incidents, troubleshoot issues, and perform root-cause analysis using tools like CloudWatch . Collaborate with telephony, IT, and architecture teams, and help upskill colleagues on AWS Connect. Produce reports and summaries on system health and support activity. Skills & Experience: Strong hands-on experience with AWS Connect and related AWS services (e.g., S3). Knowledge of IVR design, call routing, and telephony concepts. Proficiency with ITSM tools and structured incident management. 3+ years in IT support (Helpdesk/Desktop), plus 2+ years in Tier 2 or team-lead roles. Excellent communication skills and a customer-focused mindset. Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.