At a Glance
- Tasks: Manage and resolve Stage 1 complaints, ensuring timely and effective responses.
- Company: Join a supportive local authority team dedicated to improving customer experience.
- Benefits: Hybrid working, generous pension scheme, and opportunities for professional development.
- Other info: Flexible office attendance and a collaborative work environment.
- Why this job: Make a real impact on the customer journey and enhance service delivery.
- 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) 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)
✨Tip Number 1
Network like a pro! Reach out to people in the housing and public sector, especially those who work in complaint handling. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaint resolution and customer service. We recommend role-playing with a friend to boost your confidence and refine your responses.
✨Tip Number 3
Showcase your skills! Bring examples of how you've handled complaints effectively in the past. We love seeing candidates who can demonstrate their attention to detail and solution-focused mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate individuals ready to make a difference in customer experience.
We think you need these skills to ace Customer Insight Specialist - Homelessness Complaints (Stage 1)
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!
Highlight Your Investigative Skills:In your application, emphasise any experience you have with investigating complaints or issues. We value attention to detail and a solution-focused mindset, so share examples that demonstrate your ability to get to the root of a problem.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and keep track of it, plus you’ll find all the details you need about the role there!
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 the key stages, especially Stage 1, and be ready to discuss how you would manage complaints effectively while ensuring timely resolutions.
✨Showcase Your Empathy
Since this role involves dealing with sensitive issues, prepare examples that highlight your ability to respond empathetically to residents. Think about times when you've turned a negative experience into a positive one through your communication skills.
✨Demonstrate Attention to Detail
Be ready to discuss how you ensure accuracy in your work. Bring examples of how you've managed multiple cases or projects simultaneously while maintaining high standards. This will show your potential employer that you can handle the demands of the role.
✨Highlight Your Collaborative Spirit
This position requires liaising with various housing teams. Prepare to talk about your experience working collaboratively in a team environment. Share specific instances where teamwork led to successful outcomes, especially in complaint resolution.
