Adecco is delighted to be recruiting a Customer Insight Team Leader to support a major local authority's Housing Needs and Housing Management services. This is a senior role with real influence-ideal for someone who thrives on leading teams, improving services, resolving complex issues, and delivering a culture of continuous learning from customer feedback.

You will lead a team of Customer Insight Specialists, oversee complex complaints handling, and champion improvements that directly enhance the experience of residents across housing services.

• Customer Insight Team Leader (Housing Management & Housing Needs)
• Public Sector - Local Authority
• Full Time - Monday to Friday, 36 hours per week
• Fixed Term Contract - 12 months
• Grade 12 -£50,085 - £52,194 per annum
• Hybrid working available: Not fully remote, but flexibility offered. Attendance required for key meetings and occasional office days.

In this influential leadership role, you will:

• Oversee complaints handling across Housing Needs and Housing Management, ensuring high-quality, timely, and effective responses.
• Lead, coach, and mentor a team of Customer Insight Specialists, building capability and driving performance.
• Analyse complaint trends, identify root causes, and drive service improvement initiatives.
• Coordinate multi-team responses for complex, sensitive, and high-profile cases.
• Provide expert advice on complaints policy, legislation, and best practice.
• Oversee action plans and lessons arising from Ombudsman decisions, ensuring they are completed effectively.
• Ensure accurate and consistent use of the complaints management system and contribute to system improvements.
• Embed a learning culture that proactively addresses recurring issues and enhances resident experience.
• Build strong relationships across internal teams, senior leadership, and external partners.

About You

We're looking for someone who brings:

• Extensive experience in complaints handling within housing, local government, or a similar environment.
• Strong track record of leading, coaching, or supervising a complaints or customer insight team.
• Solid understanding of complaint handling codes, legislative frameworks, and best practice.
• Knowledge of customer care, service improvement, and data-driven insight.

• Excellent analytical skills and ability to interpret trends to drive action.
• Strong communication and influencing skills with stakeholders at all levels.
• Skilled in coaching, mentoring, and developing staff.
• Able to work confidently with sensitive and complex cases.
• Highly organised, resilient, and comfortable managing competing priorities.
• Empathetic, customer-focused approach with sound judgement.

Why This Role?

• A leadership role with direct impact on resident satisfaction and service quality.
• Supportive and collaborative culture within a respected local authority.
• Hybrid working model - not fully remote, but flexibility around office attendance for key meetings.
• Competitive salary and excellent professional development opportunities.

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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