Customer Insight Officer - Homelessness Complaints (Stage 2)
hace 13 días
Croydon
Adecco is pleased to be recruiting a Customer Insight Officer - Housing Need & Homelessness Complaints (Stage 2) for a large local authority's Housing division. This is an exciting role for someone with strong analytical skills, excellent communication abilities, and a passion for improving customer experience through robust complaint handling.\n\nYou will take ownership of escalated stage two complaints, investigate complex issues, and work closely with services to ensure fair resolutions and meaningful learning for future service improvements.\n\nCustomer Insight Officer - Housing Need & Homelessness Complaints (Stage 2)\nPublic Sector - Local Authority\nFull Time - Monday to Friday, 36 hours per week\nFixed Term Contract - to March 2027 (possible extension) \nGrade 9 - £42,060 per annum\nHybrid working available: Not fully remote, but flexibility offered. Attendance required for key meetings and occasional office days.What You'll Be Doing\n\nIn this role, you will:\n\nInvestigate escalated stage two complaints thoroughly, ensuring all elements are fully explored and understood.\nLead on complex case management, coordinating multi-team responses and hosting case conferences where required.\nProvide clear, well‑written responses to residents, senior stakeholders, MPs, Councillors, and other enquirers.\nIdentify resident vulnerabilities and ensure these are reflected in assessments and outcomes.\nUse the complaints management system accurately, ensuring consistent recording, tracking, and reporting.\nChallenge the quality or scope of investigations when necessary to ensure fairness and accuracy.\nSupport the continuous improvement of complaints processes, templates, and reporting standards.\nProvide coaching, advice, and insight to colleagues across housing services.\nBuild strong relationships with internal teams, external partners, and key stakeholders.\nFeed back learning from complaints to inform service changes and prevent repeated issues.\nMaintain excellent audit‑ready records in line with data protection and organisational policy.\nEscalate risks, safeguarding issues, or misconduct concerns as required.\n About You\n\nYou'll excel in this role if you have:\n\nExperience & Knowledge\n\nPrevious complaint handling experience, ideally within housing, local authority, customer service, or transferable sectors.\nUnderstanding of housing complaints processes, ombudsman codes, and relevant legislation.\nKnowledge of best practice in complaints handling, customer care, and service improvement.\nAwareness of diversity, vulnerability, and how these impact service delivery.Skills & Abilities\n\nExcellent written communication - able to explain complex issues clearly and concisely.\nStrong analytical skills to identify trends, patterns, and insights.\nSound judgement in sensitive and complex cases.\nAbility to manage multiple priorities and maintain quality under pressure.\nConfident influencing and constructive challenge when needed.\nStrong customer‑focused approach with empathy, fairness, and professionalism.\nAbility to work collaboratively and build effective working relationships.\n\nWhy Join?\n\nA meaningful role where your work directly shapes better outcomes for residents.\nSupportive, collaborative team culture within a respected local authority.\nHybrid working-flexibility to attend the office only when needed.\nOpportunities to develop specialist skills in service insight, case handling, and housing complaints.\n\nAdecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.\n\nBy applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser