Job Description
Complaints Investigator
* Hourly rate: £14.34 per hour PAYE
* Location: Pitsea, SS13
* Job Type: Temporary (until 19th June 2026)
* Working Hours: Initially full-time in office, transitioning to hybrid (2 days in office, 3 days from home)
We are seeking 5 Complaints Investigators to join a Contact Centre & Complaints department. This role is essential for investigating and resolving complaints raised by residents, ensuring fair and timely resolutions in compliance with the 2024 Housing Ombudsman Complaint Handling Code. The successful candidates will play a critical role in fostering a positive complaint-handling culture and maintaining strong relationships with residents.
Day-to-day of the role:
* Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
* Work closely with internal teams and external contractors to gather evidence and resolve complaints.
* Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
* Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
* Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.
Required Skills & Qualifications
* Proven experience in a similar role within a contact centre or customer service environment.
* Preferred experience in a social housing or similar public sector service environment.
* Excellent communication skills, both verbal and written, across telephone and digital platforms.
* Organisational and time management skills, with the ability to deliver against SLAs.
* Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
* Demonstrable experience of working in a complaint setting.
* Excellent knowledge of the Housing Ombudsman Complaint Handling Code.
To apply for the Complaints Investigator position, please submit your CV detailing your relevant experience.