Complaints Investigator
* Location: Training in Ealing. After this can be based in either Pitsea, Ealing or Westminster Bridge (hybrid working)
* Job Type: 4x Temp contracts available - Till end of Feb with possible extension
* Hourly rate: £17.85 PAYE or £22.59 Umbrella per hour (Ealing / London rate) // £16.23 PAYE or £20.51 umbrella (Pitsea)
We are seeking a dedicated Complaint Investigator to join a Contact Centre & Complaints department. This role is essential for investigating and resolving complaints raised by residents, ensuring compliance with the 2024 Housing Ombudsman Complaint Handling Code. The successful candidate will play a crucial role in maintaining strong relationships with residents and promoting a positive complaint-handling culture.
Day-to-day of the role:
* Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
* Collaborate closely with internal teams and external contractors to gather evidence and resolve complaints.
* Ensure all complaint-handling activities comply with the Housing Ombudsman Complaint Handling Code and other regulatory requirements.
* Document all complaint-related interactions in the CRM system, maintaining transparency and accurate record-keeping.
* Provide feedback to management and other teams on recurring issues to help drive service improvement and reduce complaint volumes.
Required Skills & Qualifications:
* Proven experience in a similar role within a contact centre or customer service environment.
* Preferred experience in social housing or a similar public sector service environment.
* In-depth knowledge of the Housing Ombudsman Complaint Handling Code.
* Excellent communication skills, both verbal and written, across telephone and digital platforms.
* Strong organisational and time management skills, with the ability to meet SLAs.
* Proficiency in CRM systems, contact centre software (Genesys), and digital communication tools.
* Demonstrable experience working in a complaint setting.
* Customer-focused, adaptable, flexible, and resilient, especially when managing escalated or complex issues.
To apply for the Complaints Investigator position, please submit your CV detailing your relevant experience