Croydon Council
Customer Insight Officer (repairs)
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Salary range: Grade 8 (£40,182 - £42,060 p.a.) plus fantastic benefits Contract: Permanent Hours of work: 36 hours per week Location: Croydon
Customer Insight Officer (Repairs) (Multiple Roles)
Service: Housing / Customer Insight
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.
What You’ll Be Doing
- 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
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What We’re Looking For (Competency-Based)
We Put Customers First
- 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
We Deliver Effective Service
- 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
We Adapt and Change
- 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
We Collaborate Constructively
- 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
We Communicate with Impact
- 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
Your Skills and Experience
- 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
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Why Join Us
- 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
Our Commitment
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
View our full range of Staff Benefits - Staff Benefits - Croydon Jobs Careers
Interviews: Week Commencing 14th September 2026
To view the CUSTOMER INSIGHT OFFICER (REPAIRS) role profile please click here [https://drive.google.com/file/d/1BJFLyd_CL6cjRR0b4IiMdEMBiigzwPfb/view?usp=drive_link].
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