Customer Insight Specialist - Homelessness Complaints (Stage 1)

Adecco is pleased to be recruiting a Customer Insight Officer - Housing Need & Homelessness Complaints (Stage 1) for a large local authority's Housing division.

This is a fantastic opportunity for someone passionate about delivering excellent frontline complaint resolution and improving customer experience from the first point of contact. You will manage Stage 1 complaints, ensuring concerns are investigated promptly and resolved effectively to prevent escalation.

Public Sector - Local Authority
Location: Hybrid (Croydon - attendance for key meetings/occasional office days)
Salary: £42,060 per annum
Hours: Full time, 36 hours per week (Monday-Friday)
Contract: Fixed term to March 2027 (potential extension)

What You'll Be Doing

In this role, you will:

Manage and respond to Stage 1 complaints within agreed timescales
Investigate complaints thoroughly, ensuring all issues are understood and addressed early
Produce clear, empathetic, and well‑structured written responses to residents
Liaise with housing teams to gather information and drive timely resolutions
Identify vulnerabilities and ensure these are considered in outcomes
Accurately log and manage cases within the complaints management system
Highlight emerging trends and recurring issues to support service improvements
Promote high standards of complaint handling across services
Maintain accurate, audit-ready records in line with data protection requirements

About You

Experience & Knowledge

Experience in complaint handling, customer service, or a similar role
Ideally from a local authority, housing, or public sector environment (or transferable experience)
Understanding of complaints processes and customer care best practice
Awareness of vulnerability and equality considerations in service delivery

Skills & Abilities

Strong written communication skills - clear, concise, and customer-focused
Excellent attention to detail and investigative skills
Ability to manage multiple cases and meet deadlines
Positive, solution-focused mindset
Strong interpersonal skills and ability to work collaboratively
Confident working with systems and data

Why Join?

Make a direct impact at the first stage of the customer journey
Work within a supportive and collaborative local authority team
Hybrid working with flexible office attendance
Develop expertise in complaints handling, housing, and service improvement
Generous Local Government Pension Scheme

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.

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