Customer Insight Team Leader (Fixed Term) – Hybrid

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

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