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.

You will be responsible for managing and coordinating complex complaints, ensuring residents' concerns are fully investigated and addressed, while identifying trends and opportunities for service improvement.

Location: Croydon (Hybrid - 2-3 days in the office)
Salary: £40,182 per annum
Hours: 36 hours per week, Monday-Friday
Contract: Permanent

• 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

We're looking for someone who is passionate about customer experience and improving services. You will bring:

• 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

• 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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