Customer Insight Officer (Repairs - Stage 1 Complaints)

Adecco is delighted to be recruiting for a Customer Insight Officer (Repairs - Stage 1 Complaints) on behalf of a local authority. This is a fantastic opportunity to play a key role in improving resident experience by driving insight, learning, and service improvements across repairs and complaints handling.You will be responsible for managing and coordinating complex complaints, ensuring residents'' concerns are fully investigated and addressed, while identifying trends and opportunities for service improvement.Customer Insight Officer (Repairs)Location: Croydon (Hybrid - 2-3 days in the office) Salary: 40,182 per annum Hours: 36 hours per week, Monday-Friday Contract: PermanentKey ResponsibilitiesLead the handling of repairs-related complaints, ensuring thorough investigation and high-quality, customer-focused responsesCoordinate complex cases, working across multiple teams to deliver consistent and timely outcomesEnsure compliance with complaints policies and relevant Ombudsman guidanceAnalyse complaint data to identify trends, root causes, and improvement opportunitiesDrive continuous improvement by feeding back learning into service areasProvide support and challenge to internal teams to ensure high standards of complaint handlingRespond to high-level enquiries (e.g. MP/Cllr correspondence) with clarity and professionalismMaintain accurate records and ensure robust case management processesAct as a strong advocate for customers, ensuring their voice is heard ..... full job details .....