Customer Insight Team Leader

Believe Housing Limited; Bishop Auckland; On-site; GBP 42,000 - 43,000; Full time

Benefits offered by this job

33 days annual leave

Healthcare scheme

Flexible working

Inclusive culture

Disability Confident Employer

Job summary

Believe Housing Limited is seeking a Customer Insight Team Leader on a two-year fixed term basis. The role has operational responsibility for the Customer Insight (complaints) Team and requires on-site presence part of the week at Seaham or Bishop Auckland.

You will lead and develop a team of Advisors and Administrators, coach, ensure regulatory standards around complaint handling, and drive continuous improvement, serving as escalation point for complex cases and Housing Ombudsman

Qualifications

• Experienced Team Leader or operational manager with a proven track record of leading high performing teams.
• Experience in a busy customer-focused environment and managing workloads.
• Ability to coach, provide guidance, and ensure compliance with regulatory standards around complaint handling.

Responsibilities

• Lead and develop a team of Customer Insight Advisors and Administrators; provide coaching, guidance, QA and training.
• Ensure complaints, customer feedback, MP and councillor enquiries are managed effectively and in line with regulatory requirements.
• Build relationships across the organisation to support effective complaint resolution and a culture of learning from feedback.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements; provide assurance of fair, timely handling.
• Drive continuous improvement across complaint handling services; translate lessons from complaints and Ombudsman decisions into service improvements.
• Take ownership of complex and high-risk complaints; act as escalation point for colleagues and oversee Housing Ombudsman investigations.

Skills

Team leadership

Operational management

Coaching and training

Regulatory compliance

Relationship building

Complaint handling

Stakeholder management

Job description

We're on the lookout for a Customer Insight Team Leader to join the believe housing team on a two-year fixed term basis.

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

The Customer Insight Team Leader will have operational responsibility for managing the Customer Insight (complaints) Team and will work closely with The Insight and Engagement Manager ensuring that complaints are resolved effectively and efficiently whilst driving continuous improvement.

Providing operational support, guidance and training to a team of Customer Insight Advisors and Administrators, ensuring that the team comply with regulatory standards around complaint management.

The successful candidate will:

• Be an experienced Team Leader or operational manager with a proven track record of leading high performing teams, managing workloads, improving performance and supporting colleague wellbeing within a busy customer focused environment
• lead and develop a team of Customer Insight Advisors and Administrators, providing coaching, guidance, quality assurance and training to ensure complaints, customer feedback, MP enquiries and councillor enquiries are managed effectively and in line with regulatory requirements
• build effective relationships with colleagues at all levels across the organisation, acting as a trusted advisor and critical friend to support effective complaint resolution and embed a culture of learning from customer feedback
• ensure compliance with the Housing Ombudsman Complaint Handling Code and other relevant regulatory requirements, providing assurance that complaints are managed fairly, consistently and within agreed timescales
• take a lead role in driving continuous improvement across complaint handling services, ensuring lessons learned from complaints, feedback and Ombudsman decisions are translated into meaningful service improvements
• take ownership of complex and high-risk complaints, acting as an escalation point for colleagues and ensuring appropriate oversight of Housing Ombudsman investigations and evidence requests

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 £41,963 - £43,316 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're 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 Tuesday, 29 September 2026
• All applicants must go through our website.
• Interview date to be confirmed