At a Glance
- Tasks: Support customer insight, handle complaints, and improve services while learning on the job.
- Company: Join believe housing, a supportive and inclusive employer focused on personal growth.
- Benefits: Competitive salary, up to 33 days leave, healthcare scheme, and flexible working options.
- Other info: Flexible working arrangements and a positive culture that values your ideas.
- Why this job: Gain real-world experience and a recognised qualification in customer service while making a difference.
- Qualifications: No prior qualifications needed; just a passion for customer service and learning.
The predicted salary is between 30959 - 32306 £ per year.
We’re on the lookout for a Trainee Customer Insight Advisor to join the believe housing team on an 18‑month fixed‑term contract, with the potential to become permanent. 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: This is a fantastic opportunity where you’ll gain the skills, confidence and experience needed to build a career in customer insight, complaints handling and service improvement. As part of our Customer Insight Team, you’ll play an important role in helping us understand what our customers are telling us — and why. You’ll learn how to listen deeply, spot patterns in feedback, and help turn real customer experiences into meaningful improvements across the organisation. This role includes studying towards the Customer Service Specialist Level 3 Apprenticeship, giving you the opportunity to gain a nationally recognised qualification while building real‑world experience. You’ll receive structured training, on‑the‑job learning, and regular support to help you grow into a highly skilled customer service professional. Please note if you already hold a Level 3 or above qualification in Customer Service you will not be eligible for the Apprenticeship Programme.
Your responsibilities will include:
- Support the delivery of an effective, customer‑focused insight service by assisting colleagues with day‑to‑day tasks.
- Shadow experienced advisors to learn how to investigate and respond to Stage 1 formal complaints.
- Assist the team in producing trend analysis, reports and insight related to complaints and customer feedback.
- Help gather information for Housing Ombudsman cases and other regulatory requirements.
- Make proactive outbound calls to our customers ensuring we ‘do the right thing’ by seeking to understand the reasons behind satisfaction scores.
What’s on offer? 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 £30,959 - £32,306 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
If you share our values and believe you can bring something special to this role, we’d love to hear from you. We are a Disability Confident Employer. If you need any adjustments or support throughout the recruitment process, please let us know.
Trainee Customer Insight Advisor in North East employer: Believe Housing
At believe housing, we pride ourselves on being a supportive and inclusive employer, dedicated to fostering a positive work culture that prioritises employee growth and wellbeing. With flexible working arrangements, comprehensive benefits including up to 33 days of annual leave, and the opportunity to gain a nationally recognised qualification through our apprenticeship programme, we empower our team members to thrive in their careers while making a meaningful impact on our customers' lives. Join us in Seaham or Bishop Auckland and be part of a family-friendly organisation that values your skills and personal values.
