Customer Insight Team Leader (Housing Management&Housing Needs)

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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, legislation, and best practice.
Oversee action plans and lessons arising from Ombudsman decisions, ensuring they are completed effectively.
Ensure accurate and consistent use of the complaints management system and contribute to system improvements.
Embed a learning culture that proactively addresses recurring issues and enhances resident experience.
Build strong relationships across internal teams, senior leadership, and external partners.About You

We're looking for someone who brings:

Essential Experience & Knowledge

Extensive experience in complaints handling within housing, local government, or a similar environment.
Strong track record of leading, coaching, or supervising a complaints or customer insight team.
Solid understanding of complaint handling codes, legislative frameworks, and best practice.
Knowledge of customer care, service improvement, and data‑driven insight.

Key Skills

Excellent analytical skills and ability to interpret trends to drive action.
Strong communication and influencing skills with stakeholders at all levels.
Skilled in coaching, mentoring, and developing staff.
Able to work confidently with sensitive and complex cases.
Highly organised, resilient, and comfortable managing competing priorities.
Empathetic, customer‑focused approach with sound judgement.

Why This Role?

A leadership role with direct impact on resident satisfaction and service quality.
Supportive and collaborative culture within a respected local authority.
Hybrid working model - not fully remote, but flexibility around office attendance for key meetings.
Competitive salary and excellent professional development opportunities.

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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Location:
Croydon
Salary:
£50,085 - £52,194 /annum
Job Type:
FullTime
Category:
Public Sector

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