What's involved with this role: Complaint Investigator Reference: 000A 8774 / 1 Salary: £17.85 per hour PAYE Role length: 3-month temporary assignment Job type: Full-time (35 hours per week), Hybrid Location: Pitsea, Ealing, or Westminster Bridge Road offices (initial training in Ealing) Postcode: SS13 3DU Hours: 35 hours per week Contract Type: Interim / Temporary The role: To investigate and resolve resident complaints, ensuring fair and timely outcomes in compliance with the 2024 Housing Ombudsman Complaint Handling Code. You will play a key role in fostering a positive complaint-handling culture, maintaining strong resident relationships, and contributing to service improvements across the organisation. Key Responsibilities: Conduct detailed investigations into resident complaints, gathering and analysing evidence to ensure fair resolutions. Collaborate with internal teams and external contractors to resolve cases effectively. Ensure full compliance with the Housing Ombudsman Complaint Handling Code and all regulatory standards. Record all complaint activity accurately within the CRM system. Identify trends and provide feedback to management to reduce future complaints and improve resident satisfaction. What the client is looking for: Proven experience investigating complaints in a contact centre, customer service, or social housing environment. Excellent written and verbal communication skills, with confidence across digital and telephone channels. Strong organisational and time management skills to meet service-level deadlines. Experience using CRM and contact centre systems (e.g. Genesys ). Thorough understanding of the Housing Ombudsman Complaint Handling Code. Customer-focused, adaptable, and resilient when handling complex or escalated issues. What the client offers: 4 positions available A supportive and professional working environment Hybrid working once training is completed Initial training based at the Ealing Office (must be available to attend) Opportunity to work from Pitsea, Ealing, or Westminster Bridge Road thereafter Competitive pay rate of £17.85 per hour PAYE 3-month temporary assignment starting 24 November How to Apply: If you meet the above criteria and are available to start on 24 November, please submit your CV quoting reference 000A 8774 / 1. We will also add your details to our mail-out lists. Please note you may receive details of roles outside of your immediate vicinity, as many candidates are able to relocate temporarily for work. Please disregard any such emails that are not of interest and let us know if you would rather not receive such mailouts and/or if you wish us to delete your details and prefer to apply direct to our advertised roles. If you do not hear from us within three working days, unfortunately your application has not been shortlisted on this occasion. Thank you for your interest in working with us. Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for. JD Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please.