Customer Insight Specialist (Housing Needs and Homelessness)

Client: Croydon Council
Recruiting Agency: Adecco
Location: Hybrid - minimum 2 days per week in the office (Croydon)
Contract: Temporary
Hours: 36 hours per week
Pay Rate:

• £23.27 per hour PAYE
• £30.91 per hour umbrella

About the role

Adecco is recruiting on behalf of Croydon Council for an experienced Complaints Officer to join the Housing Needs and Homelessness team.

This is a key role supporting the effective handling of complaints relating to homelessness and housing needs services. You will lead on complex complaint investigations, including stage two complaints and Ombudsman cases, ensuring responses are thorough, lawful, customer-focused and compliant with relevant legislation and complaint handling codes.

Key responsibilities

• Investigate and respond to complex complaints, including stage two and Ombudsman cases, within agreed timescales
• Act as a subject matter expert for complaints within the Homelessness Intervention and Prevention service
• Apply detailed knowledge of the Homelessness Reduction Act 2017 to complaint investigations and responses
• Coordinate multi-service responses to complex cases, ensuring a joined-up and proportionate approach
• Identify learning from complaints and support the delivery of service improvements and action plans
• Provide advice and guidance to officers and managers on complaint handling, remedies and good practice
• Escalate significant risks, safeguarding concerns, or service failures appropriately
• Ensure accurate record-keeping and compliance with data protection requirements

About you

The ideal candidate will have:

• Strong experience in complaint handling, ideally within local government or housing services
• Good knowledge and understanding of the Homelessness Reduction Act 2017 and homelessness legislation
• Experience handling complex or sensitive cases, including Ombudsman-related work
• Excellent written skills, with the ability to produce clear, well-reasoned responses for diverse audiences
• Confidence to challenge constructively and influence service improvement
• Good organisational skills and the ability to manage competing priorities

Experience working specifically within homelessness or housing needs services is highly desirable.

How to apply

If you have strong complaints-handling experience and a solid understanding of homelessness legislation, we'd love to hear from you.

Apply now via Adecco to be considered for this opportunity.

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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