Adecco are recruiting a Customer Insight Specialist to join our Local Authority clients Housing Management division. This is a key role focused on enhancing the resident experience through expert complaints handling, service analysis, and continuous improvement. You will lead complex complaint investigations, support teams in embedding a positive complaints culture, and ensure compliance with regulatory standards. Your insights will directly shape service delivery and drive meaningful change across housing services. Customer Insight Specialist (Housing Management) Public Sector - Local Authority Full Time - Monday to Friday, 36 hours per week Temporary Role to the 31st March 2026 Grade 9 - £21.72 per hour PAYE / £28.68 per hour Umbrella Hybrid Working - 2 days per week in office (Croydon), remainder at home IT equipment provided Aiming for a mid-November start Key Responsibilities Lead and coordinate responses to complex housing complaints. Conduct high-quality investigations and ensure learning is captured. Support teams in managing complaints effectively and consistently. Provide expert guidance on complaint handling and housing legislation. Oversee action plans arising from Ombudsman determinations. Develop and deliver training and coaching to staff. Monitor and improve complaints recording and reporting systems. Collaborate with internal and external stakeholders to resolve issues. Ensure excellent record keeping and compliance with GDPR. What We're Looking For Essential Experience: Strong background in complaints handling, ideally within social housing or public sector. Experience working with diverse stakeholders and managing sensitive cases. Proven ability to analyse data, identify trends, and drive service improvements.Essential Skills & Knowledge: Excellent understanding of housing legislation and complaints frameworks. Strong written and verbal communication skills. Ability to manage complex tasks and conflicting priorities. Skilled in using complaints management systems and Microsoft Office. Commitment to equality, diversity, and customer service excellence. 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