Overview
Morgan Hunt currently requires a Complaints Investigator for Housing Trust based in West London on a temporary basis. Pay Rate: £28.81ph Ltd. Hours: 35 hrs Mon to Fri – 9:00 to 17:00; 3 days work from home and 2 days office based – Wednesday and Thursday. Location: West London. Duration: 3 months on going contract.
Responsibilities
* Investigate complaints independently, using all available information to reach fair and timely resolutions.
* Provide excellent customer service through written correspondence, phone calls, and in-person interactions.
* Manage complaints from first stage through to complex regulatory responses, keeping residents informed throughout.
* Prepare high-quality written responses and documentation for internal reviews and external regulators.
* Process compensation payments in line with service standards.
* Maintain accurate records using our CRM system and ensure compliance with relevant policies.
* Collaborate with teams across the trust to deliver coordinated, resident-focused outcomes.
* Support continuous improvement by sharing insights and helping to strengthen our complaints handling reputation.
The Ideal Candidate / Qualifications
* Essential: Experience handling stage one complaints in a regulatory environment.
* Experience in managing cases from initial contact through to resolution.
* Strong problem-solving skills and a track record of delivering excellent customer service.
* Excellent written and verbal communication skills, with attention to detail.
* Confident and professional approach, able to remain calm and assertive when needed.
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