Job Title: Complaint Investigator (x10 vacancies) Contract Type: Temporary (6-8 weeks) Start Date: 23 June 2025 Pay Rate: £22.04 per hour (Umbrella) Hours: Full-time Initial Training Location: Ealing Office, London W5 Work Locations (after training): Pitsea Office, Pitsea SS13 Westminster Bridge Road, London SE1 Ealing Office, London W5 About the Role: We are recruiting ten experienced Complaint Investigators to join our Contact Centre & Complaints team. You will be responsible for investigating and resolving complaints raised by residents in line with the 2024 Housing Ombudsman Complaint Handling Code. This is a vital role that supports a positive complaints culture and strengthens trust with our residents. Please note: all applicants must have working knowledge of the Housing Ombudsman Complaint Handling Code. Training: One week of full-time, in-person training will take place at our Ealing Office starting 23 June 2025. After completing training, candidates may work from Pitsea, Westminster Bridge Road, or Ealing, depending on preference and business need. Key Responsibilities: Conduct in-depth investigations into resident complaints and ensure fair, timely resolutions. Collaborate with internal departments and external partners to gather evidence and resolve issues. Maintain accurate records of complaint-handling in the CRM system. Adhere to all regulatory requirements, including the Housing Ombudsman Complaint Handling Code. Provide feedback and insight to support service improvement across the organisation. Requirements: Must have a working knowledge of the Housing Ombudsman Complaint Handling Code. Able to attend full-time training at the Ealing Office. Proven experience resolving complaints in a housing, contact centre or public sector setting. Strong written and verbal communication skills. Organised, with the ability to manage multiple cases and meet deadlines. Proficient with CRM systems and complaint-tracking software (e.g. Genesys). Experience handling escalated or sensitive issues with empathy and professionalism. Success Measures: Timely, compliant resolution of all assigned complaints. Positive resident feedback and increased satisfaction. Reduction in repeat complaints and escalations. To Apply: Send your CV to for immediate review. RG Setsquare is acting as an Employment Business in relation to this vacancy