Customer Insight Specialist - Homelessness Complaints (Stage 1)
Adecco is pleased to be recruiting a Customer Insight Officer - Housing Need & Homelessness Complaints (Stage 1) for a large local authority's Housing division.
This is a fantastic opportunity for someone passionate about delivering excellent frontline complaint resolution and improving customer experience from the first point of contact. You will manage Stage 1 complaints, ensuring concerns are investigated promptly and resolved effectively to prevent escalation.
Public Sector - Local Authority
Location: Hybrid (Croydon - attendance for key meetings/occasional office days)
Salary: £42,060 per annum
Hours: Full time, 36 hours per week (Monday-Friday)
Contract: Fixed term to March 2027 (potential extension)
What You'll Be Doing In this role, you will:
- Manage and respond to Stage 1 complaints within agreed timescales
- Investigate complaints thoroughly, ensuring all issues are understood and addressed early
- Produce clear, empathetic, and well-structured written responses to residents
- Liaise with housing teams to gather information and drive timely resolutions
- Identify vulnerabilities and ensure these are considered in outcomes
- Accurately log and manage cases within the complaints management system
- Highlight emerging trends and recurring issues to support service improvements
- Promote high standards of complaint handling across services
- Maintain accurate, audit-ready records in line with data protection requirements
- Experience in complaint handling, customer service, or a similar role
- Ideally from a local authority, housing, or public sector environment (or transferable experience)
- Understanding of complaints processes and customer care best practice
- Awareness of vulnerability and equality considerations in service delivery
- Excellent attention to detail and investigative skills
- Ability to manage multiple cases and meet deadlines
- Positive, solution-focused mindset
- Strong interpersonal skills and ability to work collaboratively
- Confident working with systems and data
- Make a direct impact at the first stage of the customer journey
- Work within a supportive and collaborative local authority team
- Hybrid working with flexible office attendance
- Develop expertise in complaints handling, housing, and service improvement
- Generous Local Government Pension Scheme
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