Our Vacancy
Are you passionate about resolving issues and improving customer experiences? We’re looking for a Complaints Investigator who will play a key role in ensuring fair, timely, and effective resolution of resident complaints, in line with the 2024 Housing Ombudsman Complaint Handling Code. This role is essential in shaping a positive complaint-handling culture and building trust with our residents.
What you’ll be doing:
* Leading comprehensive investigations into resident complaints, analysing evidence and collaborating with internal teams and external contractors to find fair resolutions.
* Ensuring every complaint is handled in full compliance with regulatory requirements, including the Housing Ombudsman Complaint Handling Code.
* Keeping accurate and transparent records of all complaint activity using our CRM system.
* Providing insight and feedback to internal teams to help address recurring issues and improve service delivery.
What we’re looking for:
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.
* Confident 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 Pembroke House: 11 Northlands Pavement, Pitsea, Essex SS13 3DU.
Here are just a few of the benefits of working at Peabody:
* 30 days’ annual holiday, plus bank holidays
* 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
Are you ready to apply?
To be considered, please click on the ‘Apply Now’ button and submit both your CV and a bit about why we should consider you for the role.
We may close this advert before the advertised closing date, depending on the number of applications received.
Closing date: 23 July 2025
Interviews for this vacancy will take place from the 5th - 7th August 2025
PLEASE NOTE: As an employer, Peabody does not provide sponsorship as a licenced UK employer