Full job description

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 DoingIn 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 YouExperience & 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