Adecco is proud to be recruiting for a Customer Insight Specialist (Housing Needs) to join a South-London local authority. This is a fantastic opportunity for someone passionate about service improvement, complaint resolution, and delivering positive outcomes for residents. You'll play a crucial role in enhancing how housing-related complaints are managed, investigated, and learned from-ultimately helping shape better services for the community. Customer Insight Specialist (Housing Needs) Public Sector - Local Authority Full Time - Monday to Friday, 36 hours per week Fixed Term Contract - 12 months Grade 12 - £42,060 to £43,680 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 As a Customer Insight Specialist, you will: Lead and manage complaints handling across Housing Needs, ensuring high‑quality, timely responses. Conduct thorough investigations of complex and stage two complaints. Coordinate multi-team responses, ensuring accuracy, clarity, and consistency. Identify trends, root causes, and opportunities for service improvement. Provide expert guidance to colleagues and managers on complaint handling and best practice. Support the development and implementation of action plans following Ombudsman decisions. Ensure accurate use of the complaints management system and contribute to ongoing process improvements. Maintain strong working relationships with internal teams and external partners. Uphold confidentiality, data protection standards, and excellent record keeping. About You You'll be great for this role if you have: Experience handling complaints within local government, housing, customer service, or a similar environment. Strong analytical skills and the ability to spot trends and drive improvements. Excellent written communication skills, particularly in responding to complex issues. A good understanding of housing needs services and relevant legislation (or the ability to learn quickly). The confidence to influence at all levels, constructively challenge, and deliver high‑quality work under pressure. A commitment to equality, customer focus, and continuous improvement. About You A meaningful role that directly improves the experience of local residents. Hybrid working-attend the office only for essential meetings. Supportive team culture with opportunities to develop new skills. Competitive salary and generous public‑sector working conditions. 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