Customer Insight Specialist - Homelessness Complaints (Stage 1)

Adecco are recruiting on behalf of a London Local Authority for a Customer Insight Specialist to join the Housing Needs and Homelessness service.This is an exciting opportunity for an experienced complaints professional to make a real impact by managing Stage 1 complaints, identifying service improvements, and ensuring customer feedback drives positive change across front-line housing services.Working closely with operational teams, managers and key stakeholders, you will ensure complaints are investigated thoroughly, resolved effectively and used as a catalyst for continuous improvement.Customer Insight Specialist - Housing Need and HomelessnessCroydon CouncilFull Time - Monday to Friday, 36 hours per weekFixed Term Contract currently to March 2027 with potential extensionHybrid Working - office is based in Croydon however attendance is flexible (key meetings / occasional in office days) 42,060 per annumThe RoleAs a Customer Insight Specialist, you will:Investigate and respond to Stage 1 complaints relating to Housing Needs and Homelessness services.Take ownership of complex customer issues, ensuring clear, accurate and customer-focused responses.Identify root causes, service failures and opportunities for improvement.Analyse complaint trends and provide meaningful insight to support service improvements.Ensure complaints are managed in line with agreed procedures, timescales and regulatory requirements.Work collaboratively with managers, service teams and external partners ..... full job details .....