Adecco is proud to be recruiting for a Customer Insight Specialist (Housing Needs) to join a South-London local authority. This is a fantastic opportunity for someone passionate about service improvement, complaint resolution, and delivering positive outcomes for residents.

You'll play a crucial role in enhancing how housing-related complaints are managed, investigated, and learned from-ultimately helping shape better services for the community.

• Customer Insight Specialist (Housing Needs)
• Public Sector - Local Authority
• Full Time - Monday to Friday, 36 hours per week
• Fixed Term Contract - 12 months
• Grade 12 - £42,060 to £43,680 per annum
• Hybrid working available: Not fully remote, but flexibility offered. Attendance required for key meetings and occasional office days.

As a Customer Insight Specialist, you will:

• Lead and manage complaints handling across Housing Needs, ensuring high-quality, timely responses.
• Conduct thorough investigations of complex and stage two complaints.
• Coordinate multi-team responses, ensuring accuracy, clarity, and consistency.
• Identify trends, root causes, and opportunities for service improvement.
• Provide expert guidance to colleagues and managers on complaint handling and best practice.
• Support the development and implementation of action plans following Ombudsman decisions.
• Ensure accurate use of the complaints management system and contribute to ongoing process improvements.
• Maintain strong working relationships with internal teams and external partners.
• Uphold confidentiality, data protection standards, and excellent record keeping.

You'll be great for this role if you have:

• Experience handling complaints within local government, housing, customer service, or a similar environment.
• Strong analytical skills and the ability to spot trends and drive improvements.
• Excellent written communication skills, particularly in responding to complex issues.
• A good understanding of housing needs services and relevant legislation (or the ability to learn quickly).
• The confidence to influence at all levels, constructively challenge, and deliver high-quality work under pressure.
• A commitment to equality, customer focus, and continuous improvement.

About You

• A meaningful role that directly improves the experience of local residents.
• Hybrid working-attend the office only for essential meetings.
• Supportive team culture with opportunities to develop new skills.
• Competitive salary and generous public-sector working conditions.

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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