Overview
Complaints Investigator - Complex Cases (Housing Background) – contractually based in Northampton with 3 days in the Northampton office and 2 days home based.
This role coordinates with the Housing Ombudsman to facilitate the recovery of services through early interventions, mediation, and handling investigation requests relating to complex cases. You will manage determinations from the Housing Ombudsman, ensuring effective communication and compliance with orders and recommendations. Additionally, you will handle complex cases across multiple service areas and manage insurance claims, working with brokers, insurers, and the legal team to ensure accurate and efficient processing.
Please note this role is contractually based in our Northampton office however due to the nature of the work, the successful candidate will be required to work 3 days from the Northampton office and 2 home based.
Duties Include
* Facilitate early interventions to resolve customer dissatisfaction, ensuring timely and high-quality responses to Housing Ombudsman investigations.
* Handle complex cases across multiple service areas, conduct legal research and collaborate with stakeholders to develop action plans.
* Manage insurance, personal injury, and disrepair claims, liaising with brokers, insurers, and claimants to ensure accurate and timely documentation.
* Ensure compliance with complaint handling regulations, identifying and mitigating risks in complaint management.
* Work closely with the legal team to manage insurance claims, prepare legal documents, and seek advice as needed.
* Maintain clear communication with stakeholders and prepare regular reports on case progress.
About You
* Experience in affordable housing, property management, resident services, or related field.
* Proven experience of managing complaints with legal knowledge.
* Exceptional ability to communicate, build relationships, and maintain a customer-focused attitude.
* Meticulous attention to detail, excellent written skills, and proficiency in legal research and case management.
* Ability to handle high-pressure situations, make decisions, and thrive in a fast-paced environment.
* Capable of working both independently and collaboratively with an exceptional understanding of the Housing Ombudsman Complaint Handling code.
Culture and Benefits
* 25 days holiday, plus an additional day for every year of service (up to five years)
* Annual discretionary bonus scheme
* Health cash plan with support for physiotherapy, opticians, dental and private online GP sessions
* Study support package for personal and professional development
* Charity fundraising support with match-funding up to £1,000 for good causes
We believe investing in our people is key to our success. Our benefits are designed to support well-being, professional growth, and work-life balance.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Customer Service
Northampton, England, United Kingdom
J-18808-Ljbffr