Job Overview
We are looking for a hands‑on, customer‑focused professional to join our team as a Complaints Investigator. In this role, you will be the main point of contact for feedback and complaints, working closely with the Complaints Manager to deliver a top‑tier complaints service that exceeds customer expectations. You will play a key role in the end‑to‑end complaints process, liaising with various teams, customers, and complaint owners to ensure issues are resolved efficiently and in line with service standards. The goal is to resolve complaints at the first stage whenever possible, keeping customers informed and ensuring all feedback is handled with care and urgency. Your role will include administrative tasks, investigation support, and reporting, while recommending improvements to enhance the customer experience. This is a hybrid position, with three days a week based in our Northampton office.
Responsibilities
* Act as the primary point of contact for customers, addressing complaints and inquiries from various external bodies.
* Conduct thorough investigations and ensure prompt resolution of complaints, including formal responses and Member Enquiries.
* Manage inbound communication via phone, email, and letters, ensuring timely and professional responses to all stakeholders.
* Use relevant IT systems to track, record, and monitor complaints and feedback, supporting reporting and analysis to identify trends and recommend improvements.
* Collaborate with internal teams to ensure timely responses, uphold service standards, and suggest process improvements.
Qualifications
* Proven experience in a customer service role within Social Housing or private sector development.
* Understanding of the Housing Ombudsman complaint handling code and experience in resolving complex, multi‑faceted complaints.
* Proficiency in using CRM and complaints systems, and ability to use IT systems (e.g., Microsoft Dynamics, Excel, PowerPoint, SharePoint, Teams) to manage data and track complaints.
* Excellent verbal and written communication skills with experience in negotiation and stakeholder management.
* Highly organized, self‑motivated, and able to manage priorities and deadlines.
* A proactive problem‑solver with a customer‑first mindset, strong relationship‑building skills, and a passion for delivering exceptional customer service.
Benefits
* 25 days holiday, and an additional day for every year's service (up to five years)
* Annual discretionary bonus scheme
* A health cash plan, with financial support for a range of options including physiotherapy, opticians, dental and private online GP sessions
* Study support package, helping you achieve your personal and professional development ambitions
* Workplace Pension - matching personal contributions up to 5%
* Cycle to Work scheme, helping you save up to 40% on a new bike and accessories
* Electric car scheme, enabling you to rent a brand‑new electric car at low‑cost payments
* Wellbeing support through MyndUp
* Two days' paid volunteering leave a year, allowing you to support causes you care about
* Charity fundraising support, with match‑funding up to £1,000 for good causes
Base pay range: This range is provided by Sage Homes.
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