Job Title: Complaints Investigator Location: Hybrid – Mon, Tue & Fri from home, Weds & Thurs in the office Contract: Temporary – 13 weeks Hours: Full-time, Monday–Friday Pay Rate: £22.27 PAYE / £29.45 Umbrella per hour Positions Available: 1 Overview: Our client is seeking an experienced Complaints Investigator with a housing sector background to take ownership of cases, ensuring complaints are resolved fairly, promptly, and within regulatory timescales. The successful candidate will handle Stage 1 complaints, with Stage 2 experience also welcomed, and must be able to start immediately or within 2 weeks. Key Responsibilities: Provide excellent customer service when interacting with complainants via correspondence, phone, or in person Resolve complaints at the earliest stage possible, delivering high-quality, resolution-focused responses Take ownership of cases from receipt to closure, keeping customers regularly updated Manage complex and ongoing complaints, ensuring timely, customer-friendly outcomes Prepare detailed reports for Stage 2 reviews and provide expert guidance to aid resolution Draft high-quality written responses aligned with regulatory complaint handling standards Process and issue compensation payments accurately Maintain accurate case notes and records in the housing management system Essential Skills & Experience: Proven experience in housing, particularly in Stage 1 complaints handling Stage 2 complaints handling experience desirable Excellent written and verbal communication skills Ability to work independently and meet deadlines Strong organisational skills and attention to detail Immediate availability or up to 2 weeks’ notice Desirable: Knowledge of housing regulations and complaint handling frameworks