Customer Insight Specialist - Homelessness Complaints (Stage 1)

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 You Experience & 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. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser