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This range is provided by Sage Homes. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Sage Homes is an innovative Blackstone and Regis business addressing the housing crisis in England by making good homes affordable for people across the country who need them.
About the role
We are looking for a hands‑on, customer‑focused professional to join our team as a Complaints Investigator. In this role, you’ll be the main point of contact for feedback and complaints, working closely with the Complaints Manager to deliver a top‑tier complaints service that exceeds customer expectations.
You will play a key role in the end‑to‑end complaints process, liaising with various teams, customers, and complaint owners to ensure issues are resolved efficiently and in line with service standards. The goal is to resolve complaints at the first stage whenever possible, keeping customers informed and ensuring all feedback is handled with care and urgency. Your role will include administrative tasks, investigation support, and reporting, while recommending improvements to enhance the customer experience.
This is a hybrid position, with three days a week based in our Northampton office.
Responsibilities
* Act as the primary point of contact for customers, addressing complaints and inquiries from various external bodies.
* Conduct thorough investigations and ensure prompt resolution of complaints, including formal responses and Member Enquiries.
* Manage inbound communication via phone, email and letters, ensuring timely and professional responses to all stakeholders.
* Use relevant IT systems to track, record and monitor complaints and feedback, supporting reporting and analysis to identify trends and recommend improvements.
* Collaborate with internal teams to ensure timely responses, uphold service standards and suggest process improvements.
* Foster positive relationships with customers, promote a customer‑first culture, and provide guidance to colleagues on handling complaints.
About you
* Proven experience in a complaints role.
* Understanding of the Housing Ombudsman complaint handling code or similar and experience in resolving complex, multi‑faceted complaints.
* Proficiency in using CRM and complaints systems, and ability to use IT systems (e.g. Microsoft Dynamics, Excel, PowerPoint, SharePoint, Teams) to manage data and track complaints.
* Excellent verbal and written communication skills with experience in negotiation and stakeholder management.
* Highly organised, self‑motivated and able to manage priorities and deadlines.
* A proactive problem‑solver with a customer‑first mindset, strong relationship‑building skills and a passion for delivering exceptional customer service.
Benefits
* 25 days holiday, and an additional day for every year’s service (up to five years)
* Annual discretionary bonus scheme
* A health cash plan with financial support for a range of options including physiotherapy, opticians, dental and private online GP sessions
* Study support package, helping you achieve your personal and professional development ambitions
* Workplace Pension – matching personal contributions up to 5%
Seniority level
Associate
Employment type
Full‑time
Job function
Customer Service
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