Customer Insight Specialist - Homelessness Complaints (Stage 1)

About the role

The Customer Insight Specialist will manage Stage 1 complaints for the Housing Needs & Homelessness service, turning feedback into actionable improvements. Working with operational teams and stakeholders, you will ensure thorough investigations and timely resolutions that drive continuous service enhancement.

Key responsibilities

• Investigate and respond to Stage 1 complaints related to housing and homelessness services.
• Identify root causes, service failures and improvement opportunities.
• Analyse complaint trends and produce insight reports for service development.
• Ensure compliance with procedures, timescales and regulatory requirements.
• Collaborate with managers, service teams and external partners to resolve issues.
• Support learning‑from‑complaints reviews and embed a culture of continuous improvement.
• Provide guidance on best practice in complaints handling and customer care.
• Monitor actions and verify delivery of service improvements.

Required profile

• Proven experience handling complaints, investigations or complex customer enquiries.
• Background in housing needs, homelessness, local government or a similarly regulated environment.
• Ability to engage with the public in challenging or sensitive situations.
• Strong relationship‑building skills with a range of stakeholders.

Required skills

• Excellent written communication with empathetic tone.
• Strong analytical and problem‑solving abilities.
• Effective customer service and stakeholder management.
• Organisational attention to detail and ability to meet tight deadlines.

What we offer

• Full‑time, 36‑hour week on a fixed‑term contract until March 2027 (potential extension).
• Hybrid working – office base in Croydon with flexible attendance.
• Competitive salary of £42,060 per annum.