Adecco is delighted to be recruiting a Customer Insight Team Leader to support a major local authority's Housing Needs and Housing Management services. This is a senior role with real influence-ideal for someone who thrives on leading teams, improving services, resolving complex issues, and delivering a culture of continuous learning from customer feedback.

You will lead a team of Customer Insight Specialists, oversee complex complaints handling, and champion improvements that directly enhance the experience of residents across housing services.

Customer Insight Team Leader (Housing Management & Housing Needs) Public Sector - Local Authority Full Time - Monday to Friday, 36 hours per week Fixed Term Contract - 12 months Grade 12 -£50,085 - £52,194 per annum Hybrid working available: Not fully remote, but flexibility offered. Attendance required for key meetings and occasional office days.

What You'll Be Doing

In this influential leadership role, you will:

Oversee complaints handling across Housing Needs and Housing Management, ensuring high-quality, timely, and effective responses. Lead, coach, and mentor a team of Customer Insight Specialists, building capability and driving performance. Analyse complaint trends, identify root causes, and drive service improvement initiatives. Coordinate multi-team responses for complex, sensitive, and high‑profile cases. Provide expert advice on complaints policy,...