Pitsea, Essex – hybrid working available
Are you passionate about resolving issues and improving customer experiences? We’re looking for a Complaints Investigator who will play a key role in ensuring fair, timely, and effective resolution of resident complaints, in line with the 2024 Housing Ombudsman Complaint Handling Code. This role is essential in shaping a positive complaint-handling culture and building trust with our residents.
What you’ll be doing:
* Leading comprehensive investigations into resident complaints, analysing evidence and collaborating with internal teams and external contractors to find fair outcomes.
* Ensuring every complaint is handled in full compliance with regulatory requirements, including the Housing Ombudsman Complaint Handling Code.
* Keeping accurate and transparent records of all complaint activity using our CRM system and providing clear and transparent communication throughout.
What we’re looking for:
* Experience in complaint resolution within a contact centre or customer service setting.
* Experience in social housing or public sector services (desirable).
Skills and Knowledge:
* Exceptional communication skills across phone, email, and other digital channels.
* Strong organisational and time management abilities.
* Confident using CRM systems and contact centre tools (e.g., Genesys).
* Strong understanding of the Housing Ombudsman Complaint Handling Code.
This is a hybrid role working a minimum of 2 days a week at the Pitsea office.
What we offer:
* 30 days’ annual holiday, plus bank holidays
* two additional paid volunteering days each year
* flexible benefits scheme, including family friendly benefits and access to a discount portal
* 4 x salary life assurance
* up to 10% pension contribution
Please Read Before Applying
If this sounds like we are right for you and you’d love to be part of Peabody, we’d like to hear from you. Please apply now by submitting an anonymised CV and a short statement explaining why you’re the perfect fit for this role.
Closing date: 2nd January 2026 at midnight.
PLEASE NOTE: Peabody does not provide sponsorship as a licenced UK employer