Complaints Investigator (x5 roles)
Location: Pitsea or Westminster Bridge Road, London.
Pay Rate: £20.51 per hour.
Working Pattern: Full-time, with hybrid working available.
The Role
You will be responsible for managing and resolving resident complaints from initial investigation through to resolution, ensuring a high standard of service and full compliance with regulatory requirements. This role requires strong analytical skills, attention to detail, and the ability to handle complex and sometimes sensitive cases.
Key Responsibilities
* Conduct thorough investigations into resident complaints, gathering and analysing all relevant information
* Liaise with internal teams and external contractors to obtain evidence and progress cases
* Deliver clear, fair, and well‑reasoned complaint responses in line with service standards and SLAs
* Ensure full compliance with the 2024 Housing Ombudsman Complaint Handling Code
* Accurately record all complaint interactions and outcomes within CRM systems
* Identify recurring issues and provide feedback to support continuous service improvement
About You
* Proven experience in a complaints handling or customer service role
* Experience within social housing or a similar public sector environment is highly desirable
* Strong written and verbal communication skills
* Excellent organisational and time management abilities
* Comfortable using CRM systems and contact centre tools (Genesys)
* Good working knowledge of the Housing Ombudsman Complaint Handling Code
* A calm, resilient approach when dealing with complex or escalated cases
* A customer‑focused mindset with a genuine commitment to improving resident outcomes
Working Arrangements
You will initially be based full‑time in the office (either Pitsea or Westminster Bridge Road) during your training period. Once you are confident working independently, you will move to a hybrid model, working 2 days in the office and 3 days from home.
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