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About the Role

We are looking for a proactive and customer-focused Customer Insight Officer (Repairs) to join our team. In this role, you will take ownership of investigating and managing complaints relating to housing repairs, ensuring residents receive fair, thorough, and timely responses. You will play a key role in turning feedback into insight—identifying trends, influencing services, and driving improvements that enhance the customer experience.

Responsibilities

Investigating and managing repairs-related complaints in line with policy and Housing Ombudsman requirements
Ensuring all aspects of complaints are fully explored and residents are heard and understood
Coordinating responses across teams and leading on complex cases and case conferences
Challenging poor-quality investigations or responses to ensure the right outcomes for residents
Producing clear, customer-friendly written responses, including MP and councillor enquiries
Using data and feedback to identify trends, root causes, and service improvements
Supporting improvements in complaints handling processes, recording, and reporting
Building effective working relationships with internal teams, contractors, and external partners

Requirements

Experience of complaint handling or investigating complex customer issues
Strong analytical skills, with the ability to identify trends and drive service improvements
Excellent written communication skills, producing clear and concise responses
Ability to challenge constructively and influence stakeholders at all levels
Experience of working with customers in sensitive or high-pressure situations
Knowledge of housing repairs processes or experience in a social housing environment (desirable)
Understanding of complaints handling frameworks and best practice
You show empathy, listen carefully, and remain calm in challenging conversations
You take ownership and ensure issues are resolved fully and fairly
You understand the impact of repairs issues, especially for vulnerable residents
You manage competing priorities and deliver high-quality work to deadlines
You use evidence, data, and insight to inform decisions and improve outcomes
You demonstrate strong problem-solving skills and attention to detail
You are resilient and able to work effectively in a high-pressure environment
You actively seek opportunities to improve processes and outcomes
You learn from complaints and feedback to drive continuous improvement
You build strong partnerships with housing teams, contractors, and stakeholders
You work across services to provide joined-up solutions
You share knowledge and contribute to a positive team and organisational culture
You communicate complex issues clearly and in plain English
You adapt your communication style for different audiences
You handle difficult conversations with professionalism and sensitivity

Skills

Complaint handling
Investigating complex customer issues
Analytical skills
Trend identification
Service improvement
Written communication
Constructive challenge
Stakeholder influence
Customer service in high-pressure situations
Housing repairs processes
Social housing environment
Complaints handling frameworks
Empathy
Active listening
Calmness under pressure
Ownership
Problem-solving
Attention to detail
Resilience
Process improvement
Collaboration
Communication
Sensitivity

Location

Croydon

Work Type

Permanent
36 hours per week

Salary/Compensations

Grade 8 (£40,182 - £42,060 p.a.)

Benefits

Fantastic benefits

About the Company

Make a real difference to residents’ lives by improving repairs services and outcomes
Be part of a service that values learning, insight, and continuous improvement
Work in a collaborative environment where your voice and expertise matter
Access ongoing training and development opportunities

Equal Opportunity

We are committed to equality, diversity, and inclusion, and welcome applications from all backgrounds. We expect all staff to promote these values and support a fair and inclusive service