MMP Consultancy are working with a fantastic organisation to recruit Complaints Investigator to join them on a Temporary Basis in Essex.
Responsibilities:
Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
Work closely with internal teams and external contractors to gather evidence and resolve complaints.
Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.
Ideal Candidate:
Proven experience in a similar role within a contact centre or customer service environment. Experience in a social housing or similar public sector service environment
Excellent communication skills, both verbal and written, across telephone and digital platforms.
Organisational and time management skills, with the ability to deliver against SLAs.
Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
Demonstrable experience of working in a complaint setting.
Excellent knowledge of the Housing Ombudsman