Complaint Investigator – hybrid working

Complaints Investigator

Pay Rate:

London (Ealing/Westminster Bridge Road): £22.59 Umbrella / £17.85 PAYE
Pitsea (Essex): £20.51 Umbrella / £16.23 PAYELocation: Hybrid working from Pitsea, Ealing or Westminster Bridge Road offices
Contract: Temporary until September 2026, with possible extension

The Role

We are recruiting for 2 Complaint Investigators to investigate and resolve resident complaints, ensuring fair outcomes and compliance with the Housing Ombudsman Complaint Handling Code.

Successful candidates will attend 3 days of training in Pitsea before moving to a hybrid working arrangement.

Responsibilities

Investigate complaints and gather relevant evidence.
Liaise with internal teams and contractors to resolve cases.
Ensure compliance with complaint handling processes and regulations.
Maintain accurate records on CRM systems.
Produce clear written responses and meet agreed timescales.
Identify recurring issues and support service improvements.Skills & Experience

Previous complaints handling or complaint investigation experience.
Strong customer service and communication skills.
Experience working to deadlines and service level agreements.
Knowledge of CRM systems.
Good understanding of the Housing Ombudsman Complaint Handling Code.
Social housing experience desirable.Essential Attributes

Customer-focused approach.
Excellent attention to detail.
Organised and resilient.
Able to manage complex or escalated cases professionally.To apply for the Complaints Investigator position, please submit your CV for consideration