Customer Insight Specialist - Homelessness Complaints (Stage 1)

This is an exciting opportunity for an experienced complaints professional to make a real impact by managing Stage 1 complaints, identifying service improvements, and ensuring customer feedback drives positive change across front-line housing services.

Working closely with operational teams, managers and key stakeholders, you will ensure complaints are investigated thoroughly, resolved effectively and used as a catalyst for continuous improvement.

• Customer Insight Specialist - Housing Need & Homelessness
• Croydon Council
• Full Time - Monday to Friday, 36 hours per week
• Fixed Term Contract currently to March 2027 with potential extension
• Hybrid Working - office is based in Croydon however attendance is flexible (key meetings / occasional in office days)
• £42,060 per annum

As a Customer Insight Specialist, you will:

• Investigate and respond to Stage 1 complaints relating to Housing Needs and Homelessness services.
• Take ownership of complex customer issues, ensuring clear, accurate and customer-focused responses.
• Identify root causes, service failures and opportunities for improvement.
• Analyse complaint trends and provide meaningful insight to support service improvements.
• Ensure complaints are managed in line with agreed procedures, timescales and regulatory requirements.
• Work collaboratively with managers, service teams and external partners to resolve complaints effectively.
• Support learning-from-complaints reviews and help embed a culture of continuous improvement.
• Provide guidance and expertise on complaints handling and customer care best practice.
• Monitor agreed actions and ensure service improvements are delivered.

• Experience handling complaints, investigations or complex customer enquiries.
• Experience working within Housing Needs, Homelessness, Housing, Local Government or a similarly regulated environment.
• Experience dealing with members of the public in challenging or sensitive circumstances.
• Experience building effective relationships with a range of stakeholders.

• Excellent written communication skills with the ability to produce clear, professional and empathetic responses.
• Strong analytical and problem-solving abilities.
• Excellent customer service and stakeholder management skills.
• Ability to manage competing priorities and meet tight deadlines.
• Confidence to challenge constructively and influence positive change.
• Strong organisational skills and attention to detail.
• A commitment to delivering high-quality services and improved customer outcomes.

• Understanding of complaints management and customer feedback processes.
• Knowledge of complaint handling best practice, legislation and regulatory requirements.
• Understanding of Housing Needs and Homelessness services.
• Proficiency in Microsoft Office applications and case management systems.

• £42,060 annual salary.
• Hybrid and flexible working arrangements.
• Opportunity to influence service improvements and resident outcomes.
• Collaborative and supportive working environment.
• Professional development opportunities.
• Fixed-term contract until March 2027 with potential for extension.

If you are passionate about customer experience, complaint resolution and driving service improvement within housing services, we would love to hear from you.

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