Housing Customer Insight Manager

We are looking for an experienced Customer Insight Manager who will be part of a transformation team working in the Croydon Housing Directorate. With a new leadership team, a new direction and a strong desire to make things better, we are now looking for a Customer Insight and Learning Manager to support our vision of “Creating great homes, places and communities to enhance life opportunities”.
The role:
A key part of our transformation as a directorate is changing the way we view customer feedback and what we do with it. We are very keen to improve the way we respond to customer feedback, how we communicate and resolve customer issues and how we take that feedback and change our services. We are looking for an experienced Customer Insight manager who will lead the way in learning from customer feedback and complaints across the directorate as a whole. An experienced manager who knows how to manage and improve a complaints’ process, how to analyse trends in complaints data and how to act upon those trends with key stakeholders.
The person:
You will have led a team of complaints/Insight officers, worked across an organisation to get change moving, have a passion for customer service and “doing the right thing”, be driven to make services better using data analysis and have excellent communication and influencing skills.
If this sounds like you, and you fancy the challenge of turning around a service, we would love to hear from you.
Application Deadline: Tuesday 14 May 2024 @ 11.59pm
Equal opportunities statement
Croydon Council is an inclusive employer and welcomes applications from all sections of the community.
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the advertised role.
Subject to business needs, we will be pleased to consider applications from candidates seeking flexible working arrangements.
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