* Customer Insight Manager
* Public Sector - Local Authority
* Full Time - Monday to Friday, 36 hours per week
* Temporary Role - 3 months with possible extension
* £26.65 per hour PAYE / £36.40 per hour Umbrella
* Hybrid Working - 3 days in office (Croydon), 2 days at home
* IT equipment provided
* ASAP start
The Customer Insight Manager oversees effective management of complaints handling across the directorate and is the source of advice and assurance for colleagues when dealing with complaints and has a vital role for the organisation in preventing recuring complaints through proactive and innovative approach to ensuring lessons are learnt and corrective actions are implemented to continuously improve services and experiences of residents.
Duties:
1. To oversee the management of complaints across the directorate, ensuring department complaints officer are adhering to the council's corporate complaints policy, procedures and timelines
2. To review the journey of complaints within Housing and create a team to respond appropriately to complaints from customers, MPs, Councillors, the Mayor and Ombudsmen in a timely manner
3. To ensure that all directorate complaints are investigated thoroughly and responded to by the appropriate team/s
4. To co-ordinate the response to complex complaints ensuring a cohesive multi-team response where appropriate
5. To seek con...