Complaints Investigator (Housing) - 12 month fixed-term contract
Medway, Kent
£37,000 - £42,000 DOE
Key Responsibilities:
• Investigate customer complaints thoroughly, ensuring fair and timely resolution in line with internal policies and regulatory standards
• Manage complaint cases from start to finish, ensuring accurate logging, tracking, and adherence to response deadlines
• Liaise with internal departments (e.g. Repairs, Tenancy Services, Income) to gather information and resolve issues
• Collect and analyse evidence to determine root causes and service failings
• Draft high-quality, empathetic written responses in plain English, ensuring clarity and compliance
• Recommend appropriate resolutions, including service improvements and redress where necessary
• Ensure all complaint handling complies with the Housing Ombudsman’s Complaint Handling Code and other relevant regulations
• Identify trends and contribute to continuous improvement across services
• Maintain professional communication with customers throughout the complaint process
• Handle escalated and complex complaints, including preparing documentation for Ombudsman cases
• Maintain accurate case records and contribute to reports and performance analysis
• Support and guide colleagues on best practice in complaint handling and policy adherence
If you would like to be considered for the role, please apply now!
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