Job Description
Adecco is delighted to be recruiting a Customer Insight Team Leader to support a major local authority's Housing Needs and Housing Management services. This is a senior role with real influence-ideal for someone who thrives on leading teams, improving services, resolving complex issues, and delivering a culture of continuous learning from customer feedback.
You will lead a team of Customer Insight Specialists, oversee complex complaints handling, and champion improvements that directly enhance the experience of residents across housing services.
* Customer Insight Team Leader (Housing Management & Housing Needs)
* Public Sector - Local Authority
* Full Time - Monday to Friday, 36 hours per week
* Fixed Term Contract - 12 months
* Grade 12 -£50,085 - £52,194 per annum
* Hybrid working available: Not fully remote, but flexibility offered. Attendance required for key meetings and occasional office days.
What You'll Be Doing
In this influential leadership role, you will:
* Oversee complaints handling across Housing Needs and Housing Management, ensuring high-quality, timely, and effective responses.
* Lead, coach, and mentor a team of Customer Insight Specialists, building capability and driving performance.
* Analyse complaint trends, identify root causes, and drive service improvement initiatives.
* Coordinate multi-team responses for complex, sensitive, and high-profile cases.
* Provide expert advice on complaints policy, legislation, and best practice.
* Oversee action plans and lessons arising from Ombudsman decisions, ensuring they are completed effectively.
* Ensure accurate and consistent use of the complaints management system and contribute to system improvements.
* Embed a learning culture that proactively addresses recurring issues and enhances resident experience.
* Build strong relationships across internal teams, senior leadership, and external partners.
About You
We're looking for someone who brings:
Essential Experience & Knowledge
* Extensive experience in complaints handling within housing, local government, or a similar environment.
* Strong track record of leading, coaching, or supervising a complaints or customer insight team.
* Solid understanding of complaint handling codes, legislative frameworks, and best practice.
* Knowledge of customer care, service improvement, and data-driven insight.
Key Skills
* Excellent analytical skills and ability to interpret trends to drive action.
* Strong communication and influencing skills with stakeholders at all levels.
* Skilled in coaching, mentoring, and developing staff.
* Able to work confidently with sensitive and complex cases.
* Highly organised, resilient, and comfortable managing competing priorities.
* Empathetic, customer-focused approach with sound judgement.
Why This Role?
* A leadership role with direct impact on resident satisfaction and service quality.
* Supportive and collaborative culture within a respected local authority.
* Hybrid working model - not fully remote, but flexibility around office attendance for key meetings.
* Competitive salary and excellent professional development opportunities.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser