At a Glance
- Tasks: Investigate and resolve complex homelessness complaints to improve customer experience.
- Company: Join a respected local authority with a supportive team culture.
- Benefits: Competitive salary, hybrid working, and opportunities for professional development.
- Other info: Flexible office attendance with excellent career growth opportunities.
- Why this job: Make a real difference in residents' lives while developing your analytical and communication skills.
- Qualifications: Experience in complaint handling and strong analytical abilities required.
The predicted salary is between 42060 - 42060 £ per year.
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.
You 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.
What You'll Be Doing
- Investigate escalated stage two complaints thoroughly, ensuring all elements are fully explored and understood.
- Lead on complex case management, coordinating multi-team responses and hosting case conferences where required.
- Provide clear, well-written responses to residents, senior stakeholders, MPs, Councillors, and other enquirers.
- Identify resident vulnerabilities and ensure these are reflected in assessments and outcomes.
- Use the complaints management system accurately, ensuring consistent recording, tracking, and reporting.
- Challenge the quality or scope of investigations when necessary to ensure fairness and accuracy.
- Support the continuous improvement of complaints processes, templates, and reporting standards.
- Provide coaching, advice, and insight to colleagues across housing services.
- Build strong relationships with internal teams, external partners, and key stakeholders.
- Feed back learning from complaints to inform service changes and prevent repeated issues.
- Maintain excellent audit-ready records in line with data protection and organisational policy.
- Escalate risks, safeguarding issues, or misconduct concerns as required.
About You
You’ll excel in this role if you have:
Experience & Knowledge
- Previous complaint handling experience, ideally within housing, local authority, customer service, or transferable sectors.
- Understanding of housing complaints processes, ombudsman codes, and relevant legislation.
- Knowledge of best practice in complaints handling, customer care, and service improvement.
- Awareness of diversity, vulnerability, and how these impact service delivery.
Skills & Abilities
- Excellent written communication - able to explain complex issues clearly and concisely.
- Strong analytical skills to identify trends, patterns, and insights.
- Sound judgement in sensitive and complex cases.
- Ability to manage multiple priorities and maintain quality under pressure.
- Confident influencing and constructive challenge when needed.
- Strong customer-focused approach with empathy, fairness, and professionalism.
- Ability to work collaboratively and build effective working relationships.
Why Join?
- A meaningful role where your work directly shapes better outcomes for residents.
- Supportive, collaborative team culture within a respected local authority.
- Hybrid working - flexibility to attend the office only when needed.
- Opportunities to develop specialist skills in service insight, case handling, and housing complaints.
Customer Insight Officer - Homelessness Complaints (Stage 2) in Croydon employer: Adecco
Joining our team as a Customer Insight Officer offers you the chance to make a real difference in the lives of residents while working within a supportive and collaborative culture at a respected local authority. With opportunities for professional growth in service insight and case handling, along with the flexibility of hybrid working arrangements, this role is perfect for those looking to enhance their skills in a meaningful public sector environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight Officer - Homelessness Complaints (Stage 2) in Croydon
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in making a difference in the role.
✨Tip Number 2
Practice your communication skills! Since this role requires excellent written and verbal abilities, try role-playing with a friend or family member. This will help you articulate your thoughts clearly during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend local events related to housing and customer service. Building relationships can give you insider info and potentially a foot in the door.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Insight Officer - Homelessness Complaints (Stage 2) in Croydon
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in complaint handling and customer service. We want to see how your skills align with the role of Customer Insight Officer, so don’t hold back on showcasing your relevant achievements!
Show Off Your Communication Skills:Since excellent written communication is key for this role, ensure your application is clear and concise. Use straightforward language to explain your experiences and how they relate to the job. Remember, we’re looking for someone who can articulate complex issues effectively!
Demonstrate Analytical Thinking:We love a good problem solver! In your application, share examples of how you've used your analytical skills to identify trends or resolve complaints. This will show us that you can handle the complexities of stage two complaints with ease.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do and how you can contribute!
How to prepare for a job interview at Adecco
✨Know Your Complaints Process
Familiarise yourself with the housing complaints processes and relevant legislation before the interview. This will not only show your understanding of the role but also demonstrate your commitment to improving customer experience.
✨Showcase Your Analytical Skills
Prepare examples that highlight your strong analytical skills. Be ready to discuss how you've identified trends or patterns in previous roles, especially in complaint handling, and how you used those insights to drive improvements.
✨Communicate Clearly and Confidently
Practice articulating complex issues in a clear and concise manner. Since excellent written communication is key for this role, consider preparing a brief written response to a hypothetical complaint to showcase your ability.
✨Build Relationships
Think about how you can demonstrate your ability to build strong relationships with internal teams and stakeholders. Prepare anecdotes that illustrate your collaborative approach and how you've successfully influenced others in past roles.
