Housing Customer Insight Manager

1 week ago

Croydon, Greater London, United Kingdom Adecco Full time
Customer Insight Manager
Permanent
Public Sector - Local Authority
Full Time - Monday to Friday, 36 hours per week
Hybrid Working - 3 days in office (Croydon), 2 days at homeOur client, a South-London Local Authority, are seeking an experienced Customer Insight Manager who will work across the housing directorate and:
Play a pivotal role in elevating customer satisfaction by identifying trends, and continuous improvement initiatives.
Oversee Regulatory responses regarding complaints ensuring action plans satisfy ombudsmen.
Co-ordinate multi-disciplinary responses for the Housing directorate
Is responsible for ensuring our statutory duties are met with regards to the Joint Complaint Handling Code as defined by the Housing Ombudsmen and Local Government Ombudsmen
Is responsible for the effective management of complaints handling across the housing directorate and is the source of advice and assurance for colleagues when dealing with complaints

Lead on the design and development of management information across the directorate to report effectively on Stage 1s, 2s, Ombudsmen cases and Member & Mayoral enquiries.

Have a vital role for the organisation in preventing recuring complaints through proactive and innovative approach to ensuring lessons are learnt and corrective actions are implemented to continuously improve services and experiences of residents.

Strategic management of best practice in complaint handling, identifying high priority service improvement programs interventions, and lessons learnt
Coach and mentor the team for positive outcomes for customers ensuring that are strategic priorities for our customers are met Key Areas for Decision Making
Leadership of the customer insight team function and their outputs
Analysis and recommendations of service improvement and action plans for the service areas within the directorate
Ensuring compliance against current and future complaint handling codes. Adjusting service as necessary.
Responsible for individual work plan and contribution to relevant service plans.
Lead for identifying and providing relevant evidence and information to allow decision making around service improvements across housing
Lead on Action Planning arising out of Housing Ombudsmen findings
Completes Self-assessment against Joint Handling Code and creates action plan for implementationEssential Knowledge
Joint Complaints Handling Code - Housing Ombudsmen and Local Government and Social Care Ombudsmen
Understanding and expertise in local government complaints processes and management
Have a high level of technical knowledge and ability to use standard Microsoft Office products and complaints management systems
Thorough understanding of the Local Government framework
An understanding of the legislative framework and government guidelines for handling complaints
Proven track record in cross-functional teamwork and nurturing a customer-focused culture.
Working knowledge of best practice in handling complaints and customer feedbac
Sufficient awareness of the Local Government Act 1974
Good understanding of the Data protection Act 1998
Good understanding of the Freedom of Information Act 2000Essential Skills and Abilities
Achieved or working towards their level 5 CIH competence standard
Strong analytical skills to spot trends, perform root cause analysis, and drive improvements, including customer feedback utilisation.

Outstanding written and oral communications skills using a range of methods including delivering presentations, writing complex reports and letters in plain English and confidently speaking to senior colleagues, elected councillors and members of the public.

Excellent judgement when handling complex and/or sensitive cases
Ability to manage, lead and deliver a range of complex tasks and activities
Practical problem solver, with a focus on efficiency, value for money and the effective management of conflicting priorities
Ability to write statistical and narrative complaints reports
Ability to write comprehensive and insightful complaints analysis reports
Excellent coaching skills
Ability to influence at all levels of the organisation - and unafraid to constructively challenge
Able to process and analyse a broad range of data quickly and effectivelyEssential Experience
Experience in working closely with external regulators and ensuring relationships are built and strengthened.
Excellent experience of complaint handling and working in a complaint environment
Highly experienced in resident and customer care within a local government, housing or similar environment.
Considerable experience of implementing learning from customer complaints
Extensive experience of leading a team of complaints officers/customer insight officers.

Extensive experience of managing and resolving complaints and putting in place effective strategies to reduce the likelihood of complaints arising and/or escalating.

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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