Our Vacancy Are you passionate about resolving issues and improving customer experiences? We’re looking for a Complaints Investigator who will play a key role in ensuring fair, timely, and effective resolution of resident complaints, in line with the 2024 Housing Ombudsman Complaint Handling Code. This role is essential in shaping a positive complaint-handling culture and building trust with our residents. What you’ll be doing: * Leading comprehensive investigations into resident complaints, analysing evidence and collaborating with internal teams and external contractors to find fair resolutions. * Ensuring every complaint is handled in full compliance with regulatory requirements, including the Housing Ombudsman Complaint Handling Code. * Keeping accurate and transparent records of all complaint activity using our CRM system. * Providing insight and feedback to internal teams to help address recurring issues and improve service delivery. What we’re looking for: Experience: * Experience in complaint resolution within a contact centre or customer service setting. * Experience in social housing or public sector services (desirable). Skills and Knowledge: * Exceptional communication skills across phone, email, and other digital channels. * Strong organisational and time management abilities. * Confident using CRM systems and contact centre tools (e.g., Genesys). * Strong understanding of the Housing Ombudsman Complaint Handling Code. This is a hybrid role working a minimum of 2 days a week at Pembroke House: 11 Northlands Pavement, Pitsea, Essex SS13 3DU. Here are just a few of the benefits of working at Peabody: * 30 days’ annual holiday, plus bank holidays * two additional paid volunteering days each year * flexible benefits scheme, including family friendly benefits and access to a discount portal * 4 x salary life assurance * up to 10% pension contribution Are you ready to apply? To be considered, please click on the ‘Apply Now’ button and submit both your CV and a bit about why we should consider you for the role. We may close this advert before the advertised closing date, depending on the number of applications received. Closing date: 23 July 2025 Interviews for this vacancy will take place from the 5th - 7th August 2025 PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer