You will take ownership of escalated stage two complaints, investigate complex issues, and work closely with services to ensure fair resolutions and meaningful learning for future service improvements.
Customer Insight Officer - Housing Need & Homelessness Complaints (Stage 2)
Public Sector - Local Authority
Full Time - Monday to Friday, 36 hours per week
Fixed Term Contract - to March 2027 (possible extension)
Grade 9 - £42,060 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 role, you will:
Investigate escalated stage two complaints thoroughly, ensuring all elements are fully explored and understood.
Lead on complex case management, coordinating multi-team responses and hosting case conferences where required.
Provide clear, well‑written responses to residents, senior stakeholders, MPs, Councillors, and other enquirers.
Identify resident vulnerabilities and ensure these are reflected in assessments and outcomes.
Use the complaints management system accurately, ensuring consistent recording, tracking, and reporting.
Challenge the quality or scope of investigations when necessary to ensure fairness and accuracy.
Support the continuous improvement of complaints processes, templates, and reporting standards.
Provide coaching, advice, and insight to colleagues across housing services.
Build strong relationships with internal teams, external partners, and key stakeholders.
Feed back learning from complaints to inform service changes and prevent repeated issues.
Maintain excellent audit‑ready records in line with data protection and organisational policy.
Escalate risks, safeguarding issues, or misconduct concerns as required.
About You
You'll excel in this role if you have:
Experience & Knowledge
Previous complaint handling experience, ideally within housing, local authority, customer service, or transferable sectors.
Understanding of housing complaints processes, ombudsman codes, and relevant legislation.
Knowledge of best practice in complaints handling, customer care, and service improvement.
Awareness of diversity, vulnerability, and how these impact service delivery.Skills & Abilities
Excellent written communication - able to explain complex issues clearly and concisely.
Strong analytical skills to identify trends, patterns, and insights.
Sound judgement in sensitive and complex cases.
Ability to manage multiple priorities and maintain quality under pressure.
Confident influencing and constructive challenge when needed.
Strong customer‑focused approach with empathy, fairness, and professionalism.
Ability to work collaboratively and build effective working relationships.
Why Join?
A meaningful role where your work directly shapes better outcomes for residents.
Supportive, collaborative team culture within a respected local authority.
Hybrid working-flexibility to attend the office only when needed.
Opportunities to develop specialist skills in service insight, case handling, and housing complaints.
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Salary description
£42060.00 - £42060.00 per year