At a Glance
- Tasks: Manage and coordinate complex complaints to enhance resident experience.
- Company: Local authority focused on improving community services.
- Benefits: Competitive salary, hybrid working, and generous pension scheme.
- Other info: Supportive environment with opportunities for personal growth.
- Why this job: Make a real impact in your community by driving service improvements.
- Qualifications: Experience in complaint handling and strong analytical skills required.
The predicted salary is between 40182 - 40182 £ per year.
Adecco is delighted to be recruiting for a Customer Insight Officer (Repairs - Stage 1 Complaints) on behalf of a local authority. This is a fantastic opportunity to play a key role in improving resident experience by driving insight, learning, and service improvements across repairs and complaints handling.
You will be responsible for managing and coordinating complex complaints, ensuring residents' concerns are fully investigated and addressed, while identifying trends and opportunities for service improvement.
Location: Croydon (Hybrid - 2-3 days in the office)
Salary: £40,182 per annum
Hours: 36 hours per week, Monday-Friday
Contract: Permanent
Key Responsibilities
- Lead the handling of repairs-related complaints, ensuring thorough investigation and high-quality, customer-focused responses
- Coordinate complex cases, working across multiple teams to deliver consistent and timely outcomes
- Ensure compliance with complaints policies and relevant Ombudsman guidance
- Analyse complaint data to identify trends, root causes, and improvement opportunities
- Drive continuous improvement by feeding back learning into service areas
- Provide support and challenge to internal teams to ensure high standards of complaint handling
- Respond to high-level enquiries (e.g. MP/Cllr correspondence) with clarity and professionalism
- Maintain accurate records and ensure robust case management processes
- Act as a strong advocate for customers, ensuring their voice is heard throughout
About You
We’re looking for someone who is passionate about customer experience and improving services. You will bring:
- Experience in complaint handling or a similar customer-focused role (repairs or local authority environment desirable)
- Strong analytical skills, with the ability to identify trends and drive improvements
- Excellent written communication skills, able to explain complex issues clearly and in plain English
- The confidence to challenge constructively and influence stakeholders at all levels
- Strong organisational skills, with the ability to manage competing priorities
- A resilient and proactive approach to problem-solving
- Experience working with case management systems and Microsoft Office tools
What’s on Offer
- Competitive salary of £40,182 per annum
- Hybrid working model (2-3 days per week in Croydon office)
- Generous Local Government Pension Scheme
- Opportunity to make a tangible impact within a local authority setting
- Supportive and collaborative working environment
Customer Insight Officer (Repairs - Stage 1 Complaints) in Croydon employer: Adecco
Adecco is an excellent employer, offering a competitive salary and a hybrid working model that promotes work-life balance in the vibrant community of Croydon. With a strong focus on employee growth and a supportive, collaborative culture, you will have the opportunity to make a meaningful impact on resident experiences while working within a local authority setting. Join us to be part of a team that values your insights and fosters continuous improvement in service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight Officer (Repairs - Stage 1 Complaints) in Croydon
✨Tip Number 1
Network like a pro! Reach out to people in the local authority or similar roles on LinkedIn. A friendly chat can give you insights and maybe even a foot in the door.
✨Tip Number 2
Prepare for the interview by understanding the key responsibilities of the Customer Insight Officer role. Think about how your experience aligns with managing complaints and driving service improvements.
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've identified trends in past roles and how that led to improvements. Real examples will make you stand out.
✨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 are proactive about their job search.
We think you need these skills to ace Customer Insight Officer (Repairs - Stage 1 Complaints) in Croydon
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Insight Officer role. Highlight your experience in complaint handling and customer service, and show how your skills align with the job description. We want to see how you can make a difference!
Show Off Your Analytical Skills:Since this role involves analysing complaint data, don’t forget to mention any relevant experience you have with data analysis. We love seeing examples of how you've identified trends or driven improvements in past roles.
Keep It Clear and Concise:When writing your application, aim for clarity. Use plain English to explain complex issues, just like you would in the role. We appreciate straightforward communication, so keep it professional yet approachable.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Adecco
✨Know Your Customer Insight
Before the interview, dive deep into understanding what a Customer Insight Officer does, especially in the context of repairs and complaints. Familiarise yourself with common issues residents face and think about how you would approach resolving them. This will show your passion for improving customer experience.
✨Showcase Your Analytical Skills
Be prepared to discuss specific examples where you've identified trends or root causes in previous roles. Bring along any data or case studies that highlight your analytical prowess. This will demonstrate your ability to drive improvements based on insights.
✨Communicate Clearly and Confidently
Practice explaining complex issues in simple terms. During the interview, focus on your written communication skills by providing clear, concise answers. Remember, you’ll need to convey information effectively to various stakeholders, so showcasing this skill is crucial.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific complaints or challenging situations. Think through potential scenarios related to repairs and complaints handling, and prepare structured responses that highlight your problem-solving abilities and resilience.
