You will be responsible for managing and coordinating complex complaints, ensuring residents' concerns are fully investigated and addressed, while identifying trends and opportunities for service improvement.
Customer Insight Officer (Repairs)
Location: Croydon (Hybrid - 2-3 days in the office)
Salary: £40,182 per annum
Hours: 36 hours per week, Monday-Friday
Contract: Permanent
Key Responsibilities
Lead the handling of repairs-related complaints, ensuring thorough investigation and high-quality, customer-focused responses
Coordinate complex cases, working across multiple teams to deliver consistent and timely outcomes
Ensure compliance with complaints policies and relevant Ombudsman guidance
Analyse complaint data to identify trends, root causes, and improvement opportunities
Drive continuous improvement by feeding back learning into service areas
Provide support and challenge to internal teams to ensure high standards of complaint handling
Respond to high-level enquiries (e.g. MP/Cllr correspondence) with clarity and professionalism
Maintain accurate records and ensure robust case management processes
Act as a strong advocate for customers, ensuring their voice is heard throughout
About You
We're looking for someone who is passionate about customer experience and improving services. You will bring:
Experience in complaint handling or a similar customer-focused role (repairs or local authority environment desirable)
Strong analytical skills, with the ability to identify trends and drive improvements
Excellent written communication skills, able to explain complex issues clearly and in plain English
The confidence to challenge constructively and influence stakeholders at all levels
Strong organisational skills, with the ability to manage competing priorities
A resilient and proactive approach to problem-solving
Experience working with case management systems and Microsoft Office tools
What's on Offer
Competitive salary of £40,182 per annum
Hybrid working model (2-3 days per week in Croydon office)
Generous Local Government Pension Scheme
Opportunity to make a tangible impact within a local authority setting
Supportive and collaborative working environment
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Salary description
£40182.00 - £40182.00 per year