At a Glance
- Tasks: Lead the way in improving resident experiences through effective complaint handling and service insights.
- Company: Join a local authority committed to enhancing community services.
- Benefits: Enjoy a competitive salary, hybrid work model, and generous pension scheme.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in your community by advocating for residents' voices.
- Qualifications: Experience in customer service or complaint handling with strong analytical skills.
The predicted salary is between 40182 - 40182 £ per year.
Adecco is delighted to be recruiting for a Customer Insight Officer (Repairs - Stage 1 Complaints) on behalf of a local authority. This is a fantastic opportunity to play a key role in improving resident experience by driving insight, learning, and service improvements across repairs and complaints handling. You will be responsible for managing and coordinating complex complaints, ensuring residents' concerns are fully investigated and addressed, while identifying trends and opportunities for service improvement.
Location: Croydon (Hybrid - 2-3 days in the office)
Salary: 40,182 per annum
Hours: 36 hours per week, Monday-Friday
Contract: Permanent
Key Responsibilities- Lead the handling of repairs-related complaints, ensuring thorough investigation and high-quality, customer-focused responses
- Coordinate complex cases, working across multiple teams to deliver consistent and timely outcomes
- Ensure compliance with complaints policies and relevant Ombudsman guidance
- Analyse complaint data to identify trends, root causes, and improvement opportunities
- Drive continuous improvement by feeding back learning into service areas
- Provide support and challenge to internal teams to ensure high standards of complaint handling
- Respond to high-level enquiries (e.g. MP/Cllr correspondence) with clarity and professionalism
- Maintain accurate records and ensure robust case management processes
- Act as a strong advocate for customers, ensuring their voice is heard throughout
We're looking for someone who is passionate about customer experience and improving services. You will bring:
- Experience in complaint handling or a similar customer-focused role (repairs or local authority environment desirable)
- Strong analytical skills, with the ability to identify trends and drive improvements
- Excellent written communication skills, able to explain complex issues clearly and in plain English
- The confidence to challenge constructively and influence stakeholders at all levels
- Strong organisational skills, with the ability to manage competing priorities
- A resilient and proactive approach to problem-solving
- Experience working with case management systems and Microsoft Office tools
- Competitive salary of 40,182 per annum
- Hybrid working model (2-3 days per week in Croydon office)
- Generous Local Government Pension Scheme
- Opportunity to make a tangible impact within a local authority setting
- Supportive and collaborative working environment
Customer Insight Officer for Repairs and Complaints Handling. Job in Croydon LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
Adecco is an excellent employer, offering a competitive salary and a hybrid working model that promotes work-life balance. With a strong focus on employee growth and a supportive, collaborative environment, you will have the opportunity to make a meaningful impact within the local authority while enhancing your skills in customer experience and complaint handling.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight Officer for Repairs and Complaints Handling. Job in Croydon LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work in local authorities or customer service roles. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by researching common questions related to complaint handling and customer experience. We recommend practising your responses with a friend to boost your confidence and ensure you come across as knowledgeable and passionate.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've identified trends or improved processes in past roles. Use specific examples to demonstrate your impact and how you can bring that expertise to the Customer Insight Officer position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Insight Officer for Repairs and Complaints Handling. Job in Croydon LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Insight Officer role. Highlight your experience in complaint handling and customer service, and show us how your skills align with the job description.
Showcase Your Analytical Skills:Since this role involves analysing complaint data, don’t forget to mention any relevant experience you have with data analysis. We want to see how you can identify trends and drive improvements!
Keep It Clear and Concise:When writing your application, use clear and straightforward language. We appreciate excellent written communication skills, so make sure you explain your experiences and achievements in plain English.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this fantastic opportunity!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your Customer Insight
Make sure you understand the key responsibilities of a Customer Insight Officer. Familiarise yourself with common complaints in repairs and how they can be resolved. This will help you demonstrate your knowledge and passion for improving resident experiences during the interview.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples where you've identified trends or root causes in previous roles. Use data to back up your claims and show how your insights led to service improvements. This will highlight your analytical prowess, which is crucial for this role.
✨Communicate Clearly and Confidently
Practice explaining complex issues in simple terms. You might be asked to respond to hypothetical scenarios, so being able to articulate your thoughts clearly will set you apart. Remember, excellent written communication skills are a must for this position!
✨Demonstrate Your Problem-Solving Approach
Be ready to share examples of how you've tackled challenging situations in the past. Highlight your proactive approach and resilience when dealing with complaints. This will show that you can handle the pressures of the role and advocate effectively for customers.
