Complaint Investigator
Location: Training in Pitsea, SS13. After this can be based in either Pitsea, Ealing or Westminster Bridge.
Job Type: 2x Temp contracts available – 1 month rolling contract.
Hourly rate: £16.23 PAYE or £20.51 Umbrella per hour.
We are seeking a dedicated Complaint Investigator to join a Contact Centre & Complaints department. This role is essential for investigating and resolving complaints raised by residents, ensuring compliance with the 2024 Housing Ombudsman Complaint Handling Code. The successful candidate will play a crucial role in maintaining strong relationships with residents and promoting a positive complaint-handling culture.
Responsibilities
* Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
* Collaborate closely with internal teams and external contractors to gather evidence and resolve complaints.
* Ensure all complaint-handling activities comply with the Housing Ombudsman Complaint Handling Code and other regulatory requirements.
* Document all complaint-related interactions in the CRM system, maintaining transparency and accurate record-keeping.
* Provide feedback to management and other teams on recurring issues to help drive service improvement and reduce complaint volumes.
Qualifications & Skills
* Proven experience in a similar role within a contact centre or customer service environment.
* Preferred experience in social housing or a similar public sector service environment.
* In-depth knowledge of the Housing Ombudsman Complaint Handling Code.
* Excellent communication skills, both verbal and written, across telephone and digital platforms.
* Strong organisational and time management skills, with the ability to meet SLAs.
* Proficiency in CRM systems, contact centre software (Genesys), and digital communication tools.
* Demonstrable experience working in a complaint setting.
* Customer-focused, adaptable, flexible, and resilient, especially when managing escalated or complex issues.
To apply for the Complaint Investigator position, please submit your CV detailing your relevant experience.
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