Flexible Customer Insight & Complaints Advisor

Believe Housing Limited; Bishop Auckland; Hybride; GBP 35 000 - 37 000; Plein temps

Avantages offerts par ce poste

33 days annual leave + 4 volunteering

Healthcare scheme

Flexible working

Inclusive culture

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer insight

Complaint handling

Investigation

Data analysis

IT systems

Organisational skills

Communication

Formation

Level 3 qualification in housing or customer-facing field

Outils

IT systems

Description du poste

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.