Customer Insight Team Leader (Housing Management&Housing Needs)
4 days ago
Croydon
Adecco is delighted to be recruiting a Customer Insight Team Leader to support a major local authority's Housing Needs and Housing Management services. This is a senior role with real influence-ideal for someone who thrives on leading teams, improving services, resolving complex issues, and delivering a culture of continuous learning from customer feedback. You will lead a team of Customer Insight Specialists, oversee complex complaints handling, and champion improvements that directly enhance the experience of residents across housing services. • Customer Insight Team Leader (Housing Management & Housing Needs), • Public Sector - Local Authority, • Full Time - Monday to Friday, 36 hours per week, • Fixed Term Contract - 12 months, • Grade 12 -£50,085 - £52,194 per annum, • Hybrid working available: Not fully remote, but flexibility offered. Attendance required for key meetings and occasional office days. What You'll Be Doing In this influential leadership role, you will: • Oversee complaints handling across Housing Needs and Housing Management, ensuring high-quality, timely, and effective responses., • Lead, coach, and mentor a team of Customer Insight Specialists, building capability and driving performance., • Analyse complaint trends, identify root causes, and drive service improvement initiatives., • Coordinate multi-team responses for complex, sensitive, and high-profile cases., • Provide expert advice on complaints policy, legislation, and best practice., • Oversee action plans and lessons arising from Ombudsman decisions, ensuring they are completed effectively., • Ensure accurate and consistent use of the complaints management system and contribute to system improvements., • Embed a learning culture that proactively addresses recurring issues and enhances resident experience. We're looking for someone who brings: Essential Experience & Knowledge • Extensive experience in complaints handling within housing, local government, or a similar environment., • Strong track record of leading, coaching, or supervising a complaints or customer insight team., • Solid understanding of complaint handling codes, legislative frameworks, and best practice., • Knowledge of customer care, service improvement, and data-driven insight.Key Skills, • Excellent analytical skills and ability to interpret trends to drive action., • Strong communication and influencing skills with stakeholders at all levels., • Skilled in coaching, mentoring, and developing staff., • Able to work confidently with sensitive and complex cases., • Highly organised, resilient, and comfortable managing competing priorities., • Empathetic, customer-focused approach with sound judgement. Why This Role? • A leadership role with direct impact on resident satisfaction and service quality., • Supportive and collaborative culture within a respected local authority., • Hybrid working model - not fully remote, but flexibility around office attendance for key meetings., • Competitive salary and excellent professional development opportunities. Adecco 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. By 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