Salary range: Grade 12 £50,085 £52,194 p.a. plus fantastic benefits
Contract: Permanent
Hours of work: 36 hours per week
Location: Croydon
Reports to: Customer Insight Manager
Responsible for: Customer Insight Officers (x6) and Stage Two Officer (x1)

Make a Difference to Residents’ Lives

Croydon Council is transforming how we deliver housing services, with customer experience and learning from complaints at the heart of this change. We are looking for a passionate and skilled Customer Insight Team Leader (Repairs) to lead our repairs complaints function and help us deliver outstanding outcomes for our residents.

This is an exciting opportunity to shape how we respond to customer issues, embed a culture of continuous improvement, and support teams across the Housing Directorate to learn from complaints and deliver better services.

About the Role

As the Customer Insight Team Leader, you will:

Lead and support a team responsible for handling repairs-related complaints.
Oversee all aspects of complaint management across the repairs function, ensuring compliance with policy, procedure, and regulatory timescales.
Coordinate responses to complex complaints, including those from MPs, Councillors, the Mayor and Ombudsmen.
Identify trends, root causes and opportunities for service improvement, ensuring lessons learned are acted upon.
Act as the expert advisor on repairs complaints, providing support and guidance to managers and directors.
Oversee Ombudsman responses and ensure action plans are delivered effectively.
Coach and mentor your team, fostering a performance-driven, customer-focused culture.

This role is central to improving the resident experience within repairs and ensuring the service meets regulatory expectations and high customer service standards.

About You

We’re looking for someone who brings:

Knowledge & Experience

Strong experience of complaint handling within local government, housing, or a similar environment.
Understanding of the Joint Complaints Handling Code and local government complaints processes.
Experience of leading a team and delivering improvements based on complaint insights.

Skills & Abilities

Excellent written and verbal communication skills, including producing high‑quality reports and letters.
Strong analytical skills with the ability to identify trends and root causes.
Ability to work with empathy, professionalism, and sound judgement, especially on sensitive and complex cases.
A collaborative and influential approach, capable of building strong relationships across the organisation.

What We Value

A commitment to putting customers first and driving service excellence.
A positive, resilient, and proactive mindset.
A dedication to inclusive leadership and supporting team growth.

Why Join Croydon Council?

You’ll be part of a passionate, collaborative team dedicated to delivering high-quality housing services for residents. This role offers the opportunity to lead meaningful change, develop your leadership skills, and make a direct impact on the experience of our repairs customers.

We’re committed to equality, diversity, and creating an inclusive workplace where everyone can thrive.

To view the Customer Insight Team Leader (Repairs) role profile please Click here.

Assessment Date on 11 June.