Job Description
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