At a Glance
- Tasks: Lead a team to handle repairs-related complaints and improve customer experience.
- Company: Join Croydon Council, transforming housing services for residents.
- Benefits: Competitive salary, fantastic benefits, and flexible working options.
- Other info: Inclusive employer with strong commitment to professional growth and community impact.
- Why this job: Make a real difference in residents' lives while developing your leadership skills.
- Qualifications: Experience in complaint handling and team leadership within local government or housing.
The predicted salary is between 50085 - 52194 € per year.
Salary range: Grade 12 £50,085‑£52,194 p.a. plus fantastic benefits.
Contract: Permanent, 36 hours/week.
Location: Croydon.
Reports to: Customer Insight Manager.
Responsible for: Customer Insight Officers (x6) and Stage Two Officer (x1).
Make a Difference to Residents’ Lives
Croydon Council is transforming housing services, placing customer experience and learning from complaints at the heart of this change. We are looking for a passionate and skilled Customer Insight Team Leader (Repairs) to lead our repairs complaints function and deliver outstanding outcomes for residents.
About The Role
- Lead and support a team responsible for handling repairs‑related complaints.
- Oversee all aspects of complaint management across the repairs function, ensuring compliance with policy, procedure, and regulatory timescales.
- Coordinate responses to complex complaints, including those from MPs, Councillors, the Mayor and Ombudsmen.
- Identify trends, root causes and opportunities for service improvement, ensuring lessons learned are acted upon.
- Act as the expert advisor on repairs complaints, providing support and guidance to managers and directors.
- Oversee Ombudsman responses and ensure action plans are delivered effectively.
- Coach and mentor your team, fostering a performance‑driven, customer‑focused culture.
About You
Knowledge & Experience: Strong experience of complaint handling within local government, housing, or a similar environment; understanding of the Joint Complaints Handling Code and local government complaints processes; experience of leading a team and delivering improvements based on complaint insights.Skills & Abilities: Excellent written and verbal communication skills, including producing high‑quality reports and letters; strong analytical skills with the ability to identify trends and root causes; ability to work with empathy, professionalism, and sound judgement, especially on sensitive and complex cases; collaborative and influential approach, capable of building strong relationships across the organisation.
What We Value:
- Commitment to putting customers first and driving service excellence;
- Positive, resilient, and proactive mindset;
- Dedication to inclusive leadership and supporting team growth.
Equal Opportunities Statement
Croydon Council is an inclusive employer and welcomes applications from all sections of the community. Subjects to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements and support hybrid working. As a user of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role. Croydon Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all staff to share this commitment. The successful candidate will be subject to a DBS check, if the role requires one.
Customer Insight Team Leader (repairs) in London employer: Croydon Council
Croydon Council is an exceptional employer dedicated to transforming housing services and enhancing the lives of residents. With a strong commitment to customer experience, we offer a supportive work culture that values inclusivity and professional growth, alongside competitive salaries and benefits. Join us in making a meaningful impact while enjoying opportunities for development and a collaborative environment in the heart of Croydon.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight Team Leader (repairs) in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work at Croydon Council or in similar roles. A friendly chat can open doors and give you insider info on the hiring process.
✨Tip Number 2
Prepare for the interview by researching common questions for leadership roles in customer insight. Think about how your experience aligns with their focus on service improvement and customer satisfaction.
✨Tip Number 3
Showcase your analytical skills during the interview. Be ready to discuss specific examples of how you've identified trends and implemented changes based on complaint insights in your previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows your commitment to joining the team at Croydon Council.
We think you need these skills to ace Customer Insight Team Leader (repairs) in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight your experience in complaint handling, especially within local government or housing. We want to see how your skills align with the role of Customer Insight Team Leader.
Showcase Your Communication Skills:Since excellent written communication is key for this role, ensure your application is clear and professional. Use examples of high-quality reports or letters you've produced to demonstrate your abilities.
Highlight Your Leadership Experience:We’re looking for someone who can lead a team effectively. Share specific instances where you’ve coached or mentored others, and how that led to improvements in service delivery or team performance.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity to make a difference in residents’ lives.
How to prepare for a job interview at Croydon Council
✨Know Your Stuff
Make sure you’re well-versed in the Joint Complaints Handling Code and local government complaints processes. Brush up on your knowledge of complaint handling within housing services, as this will show your expertise and commitment to the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about times when you’ve coached or mentored others, especially in a customer-focused environment. This will demonstrate your ability to foster a performance-driven culture.
✨Be Ready for Complex Scenarios
Anticipate questions about handling sensitive and complex complaints. Have specific examples ready that highlight your analytical skills and your approach to identifying trends and root causes. This will showcase your problem-solving abilities.
✨Emphasise Your Customer Commitment
During the interview, express your dedication to putting customers first. Share stories that illustrate your proactive mindset and resilience in driving service excellence. This aligns perfectly with what Croydon Council values in their candidates.
