Business Intelligence and Performance Co-Ordinator

About the role

Role Summary

• To maintain the Group’s performance management information. Providing support to the business in the collection of data.
• To support the business in the co-ordination and administration of the suite of monthly Key Performance Indicators.
• To assist with the collection and analysis of customer survey responses and developing surveys to meet the changing needs of the business.
• To support the use and development of data collection processes, including reviewing and validating data across databases and infrastructure applications.
• To assist with gathering end user requirements and development of dashboards and creation of reports, supporting users to maximise benefits and insights to inform decisions and service delivery.

Salary:

£28,439

Hours of Work:

35 per week

Contract:

Permanent

Probation Period:

6 months

Notice Period:

1 month

Who are we?

We provide more than 13,000 homes across Kent, Sussex and Surrey. Over the years we have invested heavily in our homes and continue to do so as part of the Peabody Group. We promote hybrid working and have more than 300 employees based in various locations across our operating area.

Meet your Manager

I have been with Town and Country Housing for five months, having worked withing the IT, Business Intelligence and Data Management space for many years and within various sectors. The Business Intelligence, Performance and Customer Insight Team is a central function with the organisation, providing performance and customer insight data and analysis to all services and team, improving services and tenant satisfaction.

This is an exciting time to join the team, as TCH as an organisation begins the process of developing its Data Governance Framework, Data Management and Business Intelligence Strategy. TCH reporting, insights and analysis function will be developed and modernised, simplifying our KPI reporting processes, ensuring performance data is both accurate and accessible for services to interpret performance, quickly and easily.

Lisa Hinds, Business Intelligence & Performance Manager

What will you be doing?

Role Specific Responsibilities

• To co-ordinate the monthly cycle of performance data collection and analysis, including monitoring, presentation, and reporting metrics to various bodies throughout the organisation.
• Co-ordinate the collection and submission of monthly and annual performance data for regulatory reporting and benchmarking.
• Analyse and validate performance data against defined requirements, identifying anomalies and working with the business to ensure data is accurate.
• Support implementation of enhanced data management processes and error checking to ensure data anomalies are eradicated.
• Assist with the day-to-day delivery of customer satisfaction survey services, liaising with internal and external suppliers as required.
• Assist with maintaining customer survey lists, liaising with service teams as required to ensure data is accurate, up-to-date, and compliant with TCH GDPR Policy.
• Manage the collection of customer survey responses, and support analysis of customer feedback on behalf of service teams, including maintaining survey response logs to enable service teams to action feedback.
• Co-ordinate the collation of customer satisfaction data and production of monthly and quarterly performance reports showing the results of the surveys.
• Support the maintenance of data, performance, and Power BI reporting across the business, in line with internal and external definitions and requirements.
• Assist with the provision, development and rollout of reporting services and data analysis throughout the business.
• Support users in the production of new data reports and assist users in becoming self-sufficient in running reports independently.
• Develop and maintain excellent working relationships across the organisation and with external contractors.
• Undertake research as requested to support service improvement and identify good practice.

General

• To adhere to the equality, diversity and inclusion policy and actively promote equality of opportunity wherever possible.
• Recognise, respect, and promote the different roles and diversity of individuals.
• To actively contribute towards the key performance indicators and professional standards.
• Work in accordance with the General Data Protection Regulations (GDPR) and Data Protection Law and be responsible for the integrity of personal information you process. This may include identifying anomalies in data and investigating and correcting them where appropriate. Ensure you attend training on data protection regularly.
• To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
• To participate in training, attend other meetings, and staff events as required.
• Be an effective member of your team, presenting a positive impression of your section and the Group.
• Take responsibility for recognising and recording customer complaints, however made, and ensure that any complaints allocated to you are responded to within policy requirements.
• Maintain professional curiosity in all interactions with residents, be aware of and report and record any potential safeguarding issues promptly and appropriately.
• Maintain awareness of budget requirements and value for money while delivering your role.
• Consider and highlight any risk to the organisation or individuals whilst delivering your role.
• Consider resident feedback (the resident voice) in all service delivery, using data and insight and actively engaging with residents to understand their needs, views and priorities and tailor services accordingly.

About You

Education & Qualifications

• Good standard of education

Key Skills & Competencies

• Demonstrable experience of analysis and application of data - Desirable
• Able to write reports - Desirable
• Able to present data concisely - Essential
• Good Excel skills - Essential
• Experience of researching topics - Desirable
• A good understanding of data hubs and data management principles and techniques - Desirable
• Experience of Power BI development and administration, including design of data models and visualizations - Desirable
• Knowledge of Power BI Power Query, M Query and DAX - Desirable
• Knowledge of SQL Server Database and Microsoft Dataverse (Power Platform) - Desirable
• Proficiency in SQL - Desirable

Behaviours

• Attention to detail, spots errors and omissions and rectifies mistakes - Essential
• Good analytical skills, able to analyse and interpret numerical and verbal information - Essential
• Excellent communication and interpersonal skills - Essential
• Communicates effectively and professionally, able to build effective working relationships - Essential
• Good customer service skills - Essential
• Takes ownership of problems and identifies solutions - Desirable
• Has a can-do attitude, able to work in difficult circumstances - Desirable
• Able to work effectively within tight timescales - Essential
• Good team working skills, able to support others and provide assistance - Essential
• Good planning and organising skills, works in a methodical and organised way - Essential

Why Choose Us

• Contributory pension scheme 4% to 10% matched contributions
• Hybrid working
• Free onsite car parking
• Life assurance of 4x annual salary (Terms and Conditions apply)
• 30 days annual leave in addition to bank holidays
• Two volunteer days per year
• Employee assistance programme (24/7 telephone advice, information portal & face to face counselling sessions)
• Corporate eye care scheme providing free eye tests and free VDU glasses or contribution towards VDU glasses
• Extensive annual Staff Wellbeing programme
• Enhanced maternity, paternity, and shared parental leave provision
• Flexible annual benefits (for dental, healthcare, shopping vouchers, technology etc.)
• Annual flu vaccinations
• Access to an extensive range of corporate discounts on shopping, travel & days out
• Social events, including lunchtime walking, rounders, festive Fridays
• Travel loan

Our Values

Our culture is about the shared values, beliefs and behaviours that determine how we do things, then the ways and systems of working that help to get those things done.

Our new values, principles and behaviours will put customers at the heart and provide the foundation for the culture of the new organisation. Only by delivering a cohesive and customer-focused culture will we be able to achieve our purpose and priorites.

We have taken an inclusive and collaborative approach to developing the following values, working together with colleagues, customers and the Board:

Equal Opportunities Statement

TCH is an equal opportunities employer committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, gender, gender reassignment, sexual orientation, pregnancy and maternity or paternity, race or ethnicity, religion or belief, marriage and civil partnership, or caring responsibilities.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join TCH.

We are recognised as a ‘Disability Confident Committed Employer’. As part of this commitment, individuals who disclose at application stage that they have a disability, will be invited to interview provided they demonstrate that they meet the minimum criteria for the vacancy. Candidates will be asked if they require any support or reasonable adjustments to enable them to fully participate in the recruitment process.

Apply

Internal Applications

Please send a letter clearly demonstrating how your skills and experience meet the criteria contained on the job description and person specification to the HR inbox.

For internal staff only: Please note, if you're currently on legacy TCH, Rosebery, InTouch, Family Mosaic etc Terms and Conditions and are successful in your application, you will automatically be transferred to the new Peabody Terms and Conditions.

Additionally, if you move to a TCH role on a secondment basis, your Terms and Conditions will not change.

If you have any questions, or require further clarification, please speak to HR.

External Applications

Please complete our online application form by clicking the Apply button below. We reserve the right to bring the closing date forward, so we strongly encourage early applications.

Please note: As an employer, Town & Country Housing does not provide sponsorship as a licensed UK employer.

Key dates

Applications Close:

Monday, 29 September 2025

Interview Date:

Monday, 6 October 2025