Customer Insight Team Leader

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