Customer Insight Advisor

believe housing; Bishop Auckland; Hybrid; GBP 35,000 - 37,000; Full time

Benefits offered by this job

33 days annual leave + 4 volunteering

Healthcare scheme

Flexible working

Inclusive culture

Job summary

Believe Housing Limited is seeking a Customer Insight Advisor to ensure customers’ voices are heard. You’ll investigate Stage 1 complaints, identify solutions, and deliver fair outcomes while using feedback to drive service improvements.

You’ll collaborate with colleagues and managers, extract trends from data, and support Housing Ombudsman case work. The role combines on-site presence with flexible arrangements and a focus on customer outcomes.

Qualifications

• Experience handling complaints and investigations; ability to interpret data and feedback.
• Understanding of social housing and Housing Ombudsman processes is advantageous.
• Strong organisational skills and ability to manage competing priorities.
• Comfort with communicating clearly and sensitively with customers across situations.
• The role requires a Level 3 qualification or equivalent experience.

Responsibilities

• Investigate and respond to Stage 1 complaints, owning cases until resolved.
• Communicate clearly and sensitively with customers, even in challenging situations.
• Collaborate with teams across believe housing to understand what happened and find resolutions.
• Identify remedies and compensation in line with beliefs housing policies.
• Use feedback to identify trends and opportunities for service improvement.
• Analyse information and data to understand customer experience and performance.
• Provide insight and performance information for senior leaders and the Board.
• Support information collation for Housing Ombudsman cases.
• Contribute to complaint handling guidance and training across the organisation.
• Build positive relationships with customers and colleagues, adapting communication styles.

Skills

Customer insight

Complaint handling

Investigation

Data analysis

IT systems

Organisational skills

Communication

Education

Level 3 qualification in housing or customer-facing field

Tools

IT systems

Job description

We’re on the lookout for a Customer Insight Advisor to join the believe housing team.

We believe in life without barriers, if you think you’d be great in the role, we want to hear from you. We’re interested in your skills, experience and personal values and we’re committed to being a supportive and inclusive employer.

A flexible approach that works for you

We’re a family‑friendly organisation, and we encourage everyone to ‘work the believe way’; keeping things simple, focusing on what matters and removing unnecessary tasks.

Your working arrangements will be flexible, based on the needs of the role, our customers and your preferences (agreed with your manager). Our offices are in Seaham and Bishop Auckland, and this role will require an on-site presence for part of the week.

About the role

As a Customer Insight Advisor, you’ll play an important role in making sure our customers’ voices are heard.

You’ll investigate and respond to customer complaints, working across believe housing to understand what has happened, identify appropriate solutions and deliver clear, fair and customer focused outcomes. You’ll take ownership of Stage 1 complaints, ensuring they are investigated thoroughly and responded to accurately and concisely.

But the role is about more than resolving individual complaints. You’ll help us understand why things go wrong and what we can learn from them, using customer feedback, complaint outcomes and performance information to identify trends and opportunities to improve our services.

You’ll work closely with colleagues, managers and external contractors to resolve issues effectively, while supporting our wider approach to customer insight and continuous improvement.

The successful candidate will:

• investigate and respond to Stage 1 complaints, taking ownership of cases and seeking to resolve customer concerns effectively
• communicate clearly and sensitively with customers, including when dealing with difficult or challenging situations
• work collaboratively with teams and managers across believe housing to understand what has happened and find appropriate resolutions
• identify appropriate remedies and compensation following complaint investigations, in line with believe housing’s policies
• use complaints and customer feedback to identify themes, trends and opportunities for service improvement
• analyse information and data to help us understand customer experience and organisational performance
• contribute insight and performance information for service areas, senior leaders and Board
• support the collation of information for Housing Ombudsman cases
• help colleagues across the organisation understand effective complaint handling and support the delivery of complaints guidance and training
• build positive relationships with customers and colleagues, adapting your communication style to different audiences.

About you

We’re looking for someone who genuinely cares about getting things right for customers.

You’ll be comfortable investigating sometimes complex issues, looking at information objectively and reaching clear, evidence-based conclusions. You’ll be a confident communicator who can listen carefully, ask the right questions and explain decisions clearly, including where conversations may be challenging. These requirements reflect the skills set out in the role’s person specification.

You will have experience of complaint handling, investigation or mediation would be particularly valuable, alongside an understanding of social housing and the Housing Ombudsman. You’ll also need strong organisational skills, the ability to manage competing priorities and confidence using IT systems and working with data.

The role profile specifies a Level 3 qualification in a housing or customer-facing field, or equivalent experience

Our people are our greatest strength, and we’re committed to helping you grow, stay curious, and thrive. At believe housing, we’ve created a supportive, inclusive culture where ideas are welcomed and development is encouraged.

Our customers are at the heart of everything we do, and we know that great experiences start with empowered colleagues. That’s why we offer a comprehensive range of benefits designed to support your wellbeing, motivate you, and help you do your best work.

We offer a competitive salary of £35,194 – £36,547 per annum and:

• up to 33 days annual leave, plus four volunteering days
• access to our healthcare scheme
• flexible working that supports your wellbeing
• a positive, inclusive culture where growth and development are genuinely encouraged.

We are a Disability Confident Employer. If you need any adjustments or support throughout the recruitment process, please let us know.

• Closing date for applications is 11.59pm on Sunday, 15 November 2026
• All applicants must go through our website.
• Interview date to be confirmed.