At a Glance
- Tasks: Lead a team to manage customer insights and improve complaint handling.
- Company: Join believe housing, a supportive and inclusive employer.
- Benefits: Competitive salary, up to 33 days leave, flexible working, and healthcare access.
- Other info: Embrace a culture of growth and development in a dynamic workplace.
- Why this job: Make a real impact by enhancing customer experiences and driving continuous improvement.
- Qualifications: Experience in team leadership and managing customer-focused environments.
The predicted salary is between 41963 - 43316 £ per year.
We're on the lookout for a Customer Insight Team Leader to join the believe housing team on a two-year fixed term basis. We believe in life without barriers, if you think you'd be great in the role, we want to hear from you. We're interested in your skills, experience and personal values and we're committed to being a supportive and inclusive employer.
A flexible approach that works for you. We're a family-friendly organisation, and we encourage everyone to 'work the believe way'; keeping things simple, focusing on what matters and removing unnecessary tasks. Your working arrangements will be flexible, based on the needs of the role, our customers and your preferences (agreed with your manager). Our offices are in Seaham and Bishop Auckland, and this role will require an on-site presence for part of the week.
About the role: The Customer Insight Team Leader will have operational responsibility for managing the Customer Insight (complaints) Team and will work closely with The Insight and Engagement Manager ensuring that complaints are resolved effectively and efficiently whilst driving continuous improvement.
The successful candidate will:
- Be an experienced Team Leader or operational manager with a proven track record of leading high performing teams, managing workloads, improving performance and supporting colleague wellbeing within a busy customer focused environment.
- Lead and develop a team of Customer Insight Advisors and Administrators, providing coaching, guidance, quality assurance and training to ensure complaints, customer feedback, MP enquiries and councillor enquiries are managed effectively and in line with regulatory requirements.
- Build effective relationships with colleagues at all levels across the organisation, acting as a trusted advisor and critical friend to support effective complaint resolution and embed a culture of learning from customer feedback.
- Ensure compliance with the Housing Ombudsman Complaint Handling Code and other relevant regulatory requirements, providing assurance that complaints are managed fairly, consistently and within agreed timescales.
- Take a lead role in driving continuous improvement across complaint handling services, ensuring lessons learned from complaints, feedback and Ombudsman decisions are translated into meaningful service improvements.
- Take ownership of complex and high-risk complaints, acting as an escalation point for colleagues and ensuring appropriate oversight of Housing Ombudsman investigations and evidence requests.
Our people are our greatest strength, and we're committed to helping you grow, stay curious, and thrive. At believe housing, we've created a supportive, inclusive culture where ideas are welcomed and development is encouraged. Our customers are at the heart of everything we do, and we know that great experiences start with empowered colleagues. That's why we offer a comprehensive range of benefits designed to support your wellbeing, motivate you, and help you do your best work.
We offer a competitive salary of £41,963 - £43,316 per annum and:
- Up to 33 days annual leave, plus four volunteering days.
- Access to our healthcare scheme.
- Flexible working that supports your wellbeing.
- A positive, inclusive culture where growth and development are genuinely encouraged.
We're a Disability Confident Employer. If you need any adjustments or support throughout the recruitment process, please let us know.
Closing date for applications is 11.59pm on Tuesday, 29 September 2026. All applicants must go through our website. Interview date to be confirmed.
Customer Insight Team Leader in Bishop Auckland employer: Believe Housing Limited
Believe Housing Limited is an excellent employer that prioritises employee well-being and professional growth within a supportive work culture. Located in the vibrant community of Bishop Auckland, we offer competitive benefits, ongoing training opportunities, and a commitment to safety and customer satisfaction, making it a rewarding place for those looking to make a meaningful impact in their roles.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight Team Leader in Bishop Auckland
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Believe Housing Limited.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Believe Housing Limited. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Insight Team Leader in Bishop Auckland
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Believe Housing Limited.
How to prepare for a job interview at Believe Housing Limited
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Believe Housing Limited's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Believe Housing Limited offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
