At a Glance
- Tasks: Manage and resolve Stage 1 complaints, ensuring excellent customer experience.
- Company: Join a supportive local authority team dedicated to improving housing services.
- Benefits: Competitive salary, hybrid working, and generous pension scheme.
- Other info: Opportunity for professional growth in a collaborative environment.
- Why this job: Make a real impact on the customer journey and drive service improvements.
- Qualifications: Experience in complaint handling or customer service, with strong communication skills.
The predicted salary is between 42060 - 42060 £ per year.
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.
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
- 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
About You
Experience & Knowledge
- 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
Skills & Abilities
- Strong written communication skills - clear, concise, and customer-focused
- 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
Why Join?
- 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
Customer Insight Specialist - Homelessness Complaints (Stage 1) in Croydon employer: Adecco
Adecco offers a rewarding opportunity for a Customer Insight Specialist within a large local authority's Housing division, where you can make a meaningful impact on the lives of residents by enhancing complaint resolution and customer experience. With a supportive work culture that values collaboration and flexibility through hybrid working arrangements, employees benefit from professional development in complaints handling and access to a generous Local Government Pension Scheme. Join us in Croydon to be part of a team dedicated to service improvement and community support.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight Specialist - Homelessness Complaints (Stage 1) in Croydon
✨Tip Number 1
Network like a pro! Reach out to people in the housing and public sector. Attend local events or join online forums where you can connect with others in the field. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to complaint handling and customer service. Think about your past experiences and how they relate to the role. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 3
Showcase your skills! Create a portfolio that highlights your achievements in complaint resolution and customer service. Include examples of how you've improved processes or resolved complex issues. This will set you apart from other candidates.
✨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 and engaged. So, get your application in and let’s make things happen!
We think you need these skills to ace Customer Insight Specialist - Homelessness Complaints (Stage 1) 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 Specialist, so don’t hold back on showcasing your relevant achievements!
Showcase Your Writing Skills:Since strong written communication is key for this role, ensure your application is clear, concise, and free of errors. We’re looking for someone who can produce empathetic and well-structured responses, so let your writing shine through!
Highlight Your Investigative Skills:In your application, emphasise any experience you have with investigating complaints or issues. We want to know how you approach problem-solving and ensure that all concerns are addressed effectively from the get-go.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and keep track of it. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Adecco
✨Know Your Complaints Process
Familiarise yourself with the complaints handling process specific to local authorities. Understand how Stage 1 complaints are managed and what the expectations are for resolution. This will show your potential employer that you’re proactive and knowledgeable about the role.
✨Showcase Your Empathy
Since this role involves dealing with sensitive issues, be prepared to demonstrate your empathetic communication skills. Think of examples where you've successfully resolved complaints or helped someone in a vulnerable situation. This will highlight your ability to connect with customers on a personal level.
✨Prepare for Scenario Questions
Expect scenario-based questions during the interview. Prepare by thinking through how you would handle various complaint situations, especially those involving vulnerable individuals. This will help you articulate your thought process and problem-solving abilities effectively.
✨Highlight Your Attention to Detail
In this role, attention to detail is crucial. Be ready to discuss how you ensure accuracy in your work, whether it’s logging cases or drafting responses. Providing specific examples from your past experience will reinforce your capability to manage multiple cases without compromising quality.
