Complaints Investigator * Location: Training in Ealing. After this can be based in either Pitsea, Ealing or Westminster Bridge (hybrid working) * Job Type: 4x Temp contracts available - Till end of Feb with possible extension * Hourly rate: £17.85 PAYE or £22.59 Umbrella per hour (Ealing / London rate) // £16.23 PAYE or £20.51 umbrella (Pitsea) We are seeking a dedicated Complaint Investigator to join a Contact Centre & Complaints department. This role is essential for investigating and resolving complaints raised by residents, ensuring compliance with the 2024 Housing Ombudsman Complaint Handling Code. The successful candidate will play a crucial role in maintaining strong relationships with residents and promoting a positive complaint-handling culture. Day-to-day of the role: * Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions. * Collaborate closely with internal teams and external contractors to gather evidence and resolve complaints. * Ensure all complaint-handling activities comply with the Housing Ombudsman Complaint Handling Code and other regulatory requirements. * Document all complaint-related interactions in the CRM system, maintaining transparency and accurate record-keeping. * Provide feedback to management and other teams on recurring issues to help 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 social housing or a similar public sector service environment. * In-depth knowledge of the Housing Ombudsman Complaint Handling Code. * Excellent communication skills, both verbal and written, across telephone and digital platforms. * Strong organisational and time management skills, with the ability to meet SLAs. * Proficiency in CRM systems, contact centre software (Genesys), and digital communication tools. * Demonstrable experience working in a complaint setting. * Customer-focused, adaptable, flexible, and resilient, especially when managing escalated or complex issues. To apply for the Complaints Investigator position, please submit your CV detailing your relevant experience