Overview
Peabody Basildon, England, United Kingdom. Join to apply for the Complaint Investigator role at Peabody. This role is based in Pitsea with hybrid working (minimum of 2 days a week at the Pitsea office).
What You’ll Do
In this role, you will lead comprehensive investigations into resident complaints, analysing evidence and working closely with internal teams and external contractors to reach fair outcomes. You will ensure every complaint is managed in line with the Housing Ombudsman Complaint Handling Code, maintaining accurate records within our CRM system and providing clear, transparent communication throughout. By identifying patterns and feeding back insights to colleagues, you’ll play a key part in resolving recurring issues and driving improvements in the way we deliver services.
What You’ll Need
Experience
* Experience in complaint resolution within a contact centre or customer service setting.
* Experience in social housing or public sector services (desirable).
Skills and Knowledge
* Exceptional communication skills across phone, email, and other digital channels.
* Strong organisational and time management abilities.
* Confidence using CRM systems and contact centre tools (e.g., Genesys).
* Strong understanding of the Housing Ombudsman Complaint Handling Code.
This is a hybrid role working a minimum of 2 days a week at the Pitsea office.
Location and Hours
Location: Pitsea, England, United Kingdom. Hybrid work arrangement as stated above.
Why Join Us?
When you join Peabody, you’re joining a team guided by our values, Be Kind, Do the Right Thing, Love New Ideas, Celebrate Diversity, Keep Our Promises, and Pull Together. We strive to create a workplace where everyone feels supported, included, and empowered.
What We Offer
* Two additional paid volunteering days each year
* Flexible benefits scheme, including family friendly benefits and access to a discount portal
* 4 x salary life assurance
* Up to 10% pension contribution
Application Instructions
Please read before applying: If this sounds like a good fit, apply by submitting an anonymised CV and a short statement explaining why you’re the perfect fit for this role.
Please note: We reserve the right to close this advert early if we receive a high volume of suitable applications.
Contract Type: Permanent Full Time
Closing Date: 02 Oct 2025
Job Details
* Seniority level: Associate
* Employment type: Full-time
* Job function: Other
* Industries: Non-profit Organizations
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