Customer Insight Specialist (Housing Management)

Other Jobs To Apply

<p>Adecco are recruiting a <strong>Customer Insight Specialist</strong> to join our Local Authority clients Housing Management division. This is a key role focused on enhancing the resident experience through expert complaints handling, service analysis, and continuous improvement.</p><p>You will lead complex complaint investigations, support teams in embedding a positive complaints culture, and ensure compliance with regulatory standards. Your insights will directly shape service delivery and drive meaningful change across housing services.</p><ul><li>Customer Insight Specialist (Housing Management)</li><li>Public Sector - Local Authority</li><li>Full Time - Monday to Friday, 36 hours per week</li><li>Temporary Role to the 31st March 2026</li><li>Grade 9 - £21.72 per hour PAYE / £28.68 per hour Umbrella</li><li>Hybrid Working - 2 days per week in office (Croydon), remainder at home</li><li>IT equipment provided</li><li>Aiming for a mid-November start </li></ul><br><br>Key Responsibilities<br><br><ul><li>Lead and coordinate responses to complex housing complaints.</li><li>Conduct high-quality investigations and ensure learning is captured.</li><li>Support teams in managing complaints effectively and consistently.</li><li>Provide expert guidance on complaint handling and housing legislation.</li><li>Oversee action plans arising from Ombudsman determinations.</li><li>Develop and deliver training and coaching to staff.</li><li>Monitor and improve complaints recording and reporting systems.</li><li>Collaborate with internal and external stakeholders to resolve issues.</li><li>Ensure excellent record keeping and compliance with GDPR.</li></ul><br><br>What We're Looking For<br><br><p><strong>Essential Experience:</strong></p><ul><li>Strong background in complaints handling, ideally within social housing or public sector.</li><li>Experience working with diverse stakeholders and managing sensitive cases.</li><li>Proven ability to analyse data, identify trends, and drive service improvements.</li></ul><p><strong>Essential Skills & Knowledge:</strong></p><ul><li>Excellent understanding of housing legislation and complaints frameworks.</li><li>Strong written and verbal communication skills.</li><li>Ability to manage complex tasks and conflicting priorities.</li><li>Skilled in using complaints management systems and Microsoft Office.</li><li>Commitment to equality, diversity, and customer service excellence.</li></ul><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p> </p><p>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.</p><p>By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed) </p>

Back to blog
Ads

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...