Senior Complaints Investigator (Housing) - 12-Month Fixed-Term Contract Medway, Kent £42,000 We are seeking a highly experienced Senior Complaints Investigator to lead on complex and high-level housing complaints. This is an excellent opportunity for a confident and empathetic professional to ensure the fair resolution of complaints while driving service improvements across the organisation. Key Responsibilities: Take ownership of escalated, complex, or high-risk complaint cases from investigation through to resolution. Draft thorough, high-quality written responses that demonstrate empathy, accountability, and a clear understanding of regulatory standards. Lead on preparing documentation and submissions for the Housing Ombudsman and other external bodies. Analyse complaint trends and contribute to strategic improvements across multiple service areas (e.g., Repairs, Tenancy, Income). Provide guidance and support to junior complaint handlers, promoting best practices in complaint resolution and compliance. Ensure all processes align with the Housing Ombudsman's Complaint Handling Code and internal policies. Liaise effectively with internal teams and senior stakeholders to gather information and resolve service failures. Maintain detailed case records and contribute to performance reporting and root cause analysis.If you're an experienced complaints professional with a passion for customer service and service excellen...