Job Title: Complaint Investigator Company: Peabody Housing Location: Ealing (initial training), then Pitsea / Westminster Bridge Road / Ealing (office-based) Contract Type: Temporary Contract Length: 6–8 weeks Working Pattern: Full-time, Monday–Friday Pay Rate: £22.04 Umbrella / £17.42 PAYE Summary: Peabody Housing is seeking a Complaint Investigator to support their Contact Centre & Complaints team. The role involves conducting fair and timely complaint investigations in line with the 2024 Housing Ombudsman Complaint Handling Code. The successful candidate will play a key role in upholding service standards, driving improvements, and supporting strong resident relationships. Key Responsibilities: Carry out detailed investigations into resident complaints, gathering all relevant evidence Collaborate with internal teams and external contractors to resolve issues Ensure full compliance with the Housing Ombudsman Complaint Handling Code Record and document all complaint activity accurately using the CRM system Provide clear, timely communication and updates to residents Offer feedback to leadership on complaint trends to support service improvement Success Metrics: Resolution of complaints within SLA timeframes High levels of resident satisfaction and positive feedback Compliance with regulatory standards and complaint-handling expectations Person Specification: Experience: Previous experience handling complaints in a contact centre or customer service environment Social housing or public sector experience (desirable) Skills & Abilities: Strong verbal and written communication skills across multiple platforms Organised and able to manage workload independently against SLAs Proficient in CRM systems and complaint-handling software (e.g. Genesys) Familiar with digital communication and data entry Excellent knowledge of Housing Ombudsman Code Personal Attributes: Customer-focused, with a passion for improving resident experience Resilient, composed, and professional in dealing with sensitive issues Adaptable and flexible in a fast-paced working environment