At a Glance
- Tasks: Investigate customer complaints and ensure their voices are heard while identifying service improvement opportunities.
- Company: Join believe housing, a supportive and inclusive organisation focused on customer care.
- Benefits: Enjoy up to 33 days annual leave, flexible working, and a competitive salary.
- Other info: We value growth and development, offering a dynamic environment for your career.
- Why this job: Make a real difference by improving customer experiences and contributing to a positive culture.
- Qualifications: Experience in complaint handling and strong communication skills are essential.
The predicted salary is between 35194 - 36547 £ per year.
We’re on the lookout for a Customer Insight Advisor to join the believe housing team. 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: As a Customer Insight Advisor, you’ll play an important role in making sure our customers’ voices are heard. You’ll investigate and respond to customer complaints, working across believe housing to understand what has happened, identify appropriate solutions and deliver clear, fair and customer focused outcomes. You’ll take ownership of Stage 1 complaints, ensuring they are investigated thoroughly and responded to accurately and concisely. But the role is about more than resolving individual complaints. You’ll help us understand why things go wrong and what we can learn from them, using customer feedback, complaint outcomes and performance information to identify trends and opportunities to improve our services. You’ll work closely with colleagues, managers and external contractors to resolve issues effectively, while supporting our wider approach to customer insight and continuous improvement.
The successful candidate will:
- Investigate and respond to Stage 1 complaints, taking ownership of cases and seeking to resolve customer concerns effectively.
- Communicate clearly and sensitively with customers, including when dealing with difficult or challenging situations.
- Work collaboratively with teams and managers across believe housing to understand what has happened and find appropriate resolutions.
- Identify appropriate remedies and compensation following complaint investigations, in line with believe housing’s policies.
- Use complaints and customer feedback to identify themes, trends and opportunities for service improvement.
- Analyse information and data to help us understand customer experience and organisational performance.
- Contribute insight and performance information for service areas, senior leaders and Board.
- Support the collation of information for Housing Ombudsman cases.
- Help colleagues across the organisation understand effective complaint handling and support the delivery of complaints guidance and training.
- Build positive relationships with customers and colleagues, adapting your communication style to different audiences.
About you: We’re looking for someone who genuinely cares about getting things right for customers. You’ll be comfortable investigating sometimes complex issues, looking at information objectively and reaching clear, evidence-based conclusions. You’ll be a confident communicator who can listen carefully, ask the right questions and explain decisions clearly, including where conversations may be challenging. These requirements reflect the skills set out in the role’s person specification. You will have experience of complaint handling, investigation or mediation would be particularly valuable, alongside an understanding of social housing and the Housing Ombudsman. You’ll also need strong organisational skills, the ability to manage competing priorities and confidence using IT systems and working with data. The role profile specifies a Level 3 qualification in a housing or customer-facing field, or equivalent experience.
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 £35,194 – £36,547 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 are 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 Sunday, 15 November 2026. All applicants must go through our website. Interview date to be confirmed.
Customer Insight Advisor in Bishop Auckland employer: believe housing
At believe housing, we pride ourselves on being an excellent employer that values flexibility and inclusivity. Our Repairs Team offers a supportive work culture where you can develop your skills in drainage and groundwork while contributing to community satisfaction. With opportunities for personal growth and a commitment to high safety and quality standards, working with us means being part of a team that truly makes a difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight Advisor in Bishop Auckland
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at believe housing. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like believe housing before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Insight Advisor in Bishop Auckland
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to believe housing:Your cover letter is your chance to shine! Tell us why you want to work at believe housing specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at believe housing!
How to prepare for a job interview at believe housing
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
