Customer Insight Officer

Customer Insight Officer – Overview

We’re looking for a passionate and customer‑focused Customer Insight Officer to join our Customer Insight Team and play a vital role in ensuring customers are heard, listened to and treated fairly. This is an exciting opportunity for someone who enjoys investigating issues, solving problems and using customer feedback to drive meaningful service improvements across the organisation.

Responsibilities

• Report to the Customer Insight Manager and manage a caseload of formal customer complaints.
• Carry out thorough investigations of Stage 1 complaints from start to finish, including visiting customers in their homes, gathering evidence, coordinating responses and ensuring actions are followed through to completion.
• Produce clear, empathetic and professional complaint responses in line with the Housing Ombudsman Complaint Handling Code.
• Support the organisation in delivering excellent complaint handling standards and use complaint trends and customer feedback to identify recurring issues.
• Highlight opportunities for improvement and ensure the customer voice influences decision‑making across the business.
• Work closely with teams throughout bdht to turn customer experiences into actionable insight that improves services.

Qualifications

• Experience in a customer‑facing role with a track record of handling complex enquiries and complaints.
• Excellent communication, investigation and problem‑solving skills.
• Ability to remain calm under pressure, be highly organised, and manage a varied workload while maintaining attention to detail.
• Confidence to challenge where appropriate and build positive working relationships at all levels.
• Experience within the social housing sector and knowledge of housing legislation is beneficial but not essential.

Benefits

• 32 days annual leave plus bank holidays
• Holiday purchase scheme – buy up to an additional 5 days holiday per year
• Holiday buy back scheme – bdht will buy up to 10 days holiday back from staff
• Team budget every year to enjoy an afternoon out as a team
• Electric vehicle leasing scheme through Octopus Energy
• Pension scheme – defined contributions pension administered by the Social Housing Pension Scheme (SHPS)
• Life insurance available to members of the pension scheme
• Employee Assistance Programme
• Mental Health First Aiders
• Healthcare Cash Back Scheme – Healthshield Retail discounts scheme
• Long Service Awards (given at 1 year, 5 years and incrementally every 5 years thereafter)
• Reimbursement for professional subscription fees
• Corporate Sponsorship opportunities
• Reimbursement for HRT pre‑paid certificates
• Reimbursement for annual flu jab
• Free parking and refreshments
• Monthly staff compliments raffle
• Wellbeing calendar of events throughout the year
• Bdht reserves the right to close vacancies before the stated closing date where the volume of applications is extremely high.

Compensation

Annual salary: €37,960.52

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