Customer Insight Officer – Complaints

Customer Insight Officer
Bromsgrove, Worcestershire
£37,960.52 per annum + excellent benefits
Temporary – 12 month FTC
Full Time
Closing Date: Monday 3rd August @ 9am
Interview Date: Thursday 13th August 2026 – in person interview
We're looking for a passionate and customer-focused Customer Insight Officer to join our Customer Insight Team and play a vital role in ensuring customers are heard, listened to and treated fairly.
This is an exciting opportunity for someone who enjoys investigating issues, solving problems and using customer feedback to drive meaningful service improvements across the organisation.
The Role
Reporting to the Customer Insight Manager, you will manage a caseload of formal customer complaints, carrying out thorough investigations and working closely with customers and colleagues to achieve fair and timely resolutions.
You will be responsible for investigating Stage 1 complaints from start to finish, including visiting customers in their homes, gathering evidence, coordinating responses and ensuring actions are followed through to completion. You will produce clear, empathetic and professional complaint responses in line with the Housing Ombudsman Complaint Handling Code and support the organisation in delivering excellent complaint handling standards.
Beyond resolving complaints, you'll use complaint trends and customer feedback to identify recurring issues, highlight opportunities for improvement and ensure the customer voice influences decision-making across the business. Working closely with teams throughout bdht, you'll help turn customer experiences into actionable insight that improves services for everyone.
About You
We are looking for someone with experience in a customer-facing role who is confident handling complex enquiries and complaints and can demonstrate excellent communication, investigation and problem-solving skills.
You will be calm under pressure, highly organised and able to manage a varied workload while maintaining attention to detail. You will have the confidence to challenge where appropriate, build positive working relationships and communicate effectively with customers and colleagues at all levels.
Experience within the social housing sector and knowledge of housing legislation would be beneficial, although not essential.
You will share bdht's commitment to listening to customers, treating people with respect, embracing diversity and continuously improving the services we provide.
What we can offer in return:
* 32 days annual leave plus bank holidays
* Holiday purchase scheme –buy up to an additional 5 days holiday per year
* Holiday buy back scheme – bdht will buy up to 10 days holiday back from staff
* Team budget every year to enjoy an afternoon out as a team
* Electric vehicle leasing scheme through Octopus Energy
* Pension scheme – defined contributions pension administered by the Social Housing Pension Scheme (SHPS)
* Life insurance is available to members of the pension scheme
* Employee Assistance Programme
* Mental Health First Aiders
* Healthcare Cash Back Scheme – Healthshield
* Retail discounts scheme
* Long Service Awards (given at 1 year, 5 years and in increments of 5 years following this)
* Reimbursement for professional subscription fees
* Corporate Sponsorship opportunities
* Reimbursement for HRT pre-paid certificates
* Reimbursement for annual flu jab
* Free parking and refreshments
* Monthly staff compliments raffle
* Wellbeing calendar of events throughout the year
Bdht reserves the right to close vacancies before the stated closing date where the volume of applications is extremely high