Customer Insight Officer (Repairs – Stage 1 Complaints)

Adecco is delighted to be recruiting for a Customer Insight Officer (Repairs – Stage 1 Complaints) on behalf of a local authority. This is a fantastic opportunity to play a key role in improving resident experience by driving insight, learning, and service improvements across repairs and complaints handling.

Location: Croydon (Hybrid – 2-3 days in the office)Salary: £40,182 per annumHours: 36 hours per week, Monday-FridayContract: Permanent

Key Responsibilities

• Lead the handling of repairs-related complaints, ensuring thorough investigation and high-quality, customer-focused responses
• Coordinate complex cases, working across multiple teams to deliver consistent and timely outcomes
• Ensure compliance with complaints policies and relevant Ombudsman guidance
• Analyse complaint data to identify trends, root causes, and improvement opportunities
• Drive continuous improvement by feeding back learning into service areas
• Provide support and challenge to internal teams to ensure high standards of complaint handling
• Respond to high-level enquiries (e.g. MP/Cllr correspondence) with clarity and professionalism
• Maintain accurate records and ensure robust case management processes
• Act as a strong advocate for customers, ensuring their voice is heard throughout

About You

• Experience in complaint handling or a similar customer-focused role (repairs or local authority environment desirable)
• Strong analytical skills, with the ability to identify trends and drive improvements
• Excellent written communication skills, able to explain complex issues clearly and in plain English
• The confidence to challenge constructively and influence stakeholders at all levels
• Strong organisational skills, with the ability to manage competing priorities
• A resilient and proactive approach to problem-solving
• Experience working with case management systems and Microsoft Office tools

What’s on Offer

• Competitive salary of £40,182 per annum
• Hybrid working model (2-3 days per week in Croydon office)
• Generous Local Government Pension Scheme
• Opportunity to make a tangible impact within a local authority setting
• Supportive and collaborative working environment

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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