Customer Insight Specialist – Homelessness Complaints (Stage 1) job at South Croydon Full Time

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 YouExperience & 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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